TCA Customer Service Representative

Description and Requirements
The Opportunity
In this role the candidate will initiate a callout to new Total Control Account (TCA) accountholders. TCA's are financial accounts, which are like checking/saving accounts, and are interest-bearing. Those that are eligible to receive a TCA are a recipient of a lump sum payout, which could be from Life Insurance Policy or Retirement account. A TCA accountholder most likely has recently lost someone close to them; a level of empathy is needed while maintaining an upbeat delivery and focus on education of account features and services. Associates must rely on instructions and pre-established guidelines to perform the functions of the job.
Key Responsibilities

• Clearly educate the caller on the benefits of a Total Control Account and answer any questions or address any concerns the accountholder may have;
  Explain options available to access their funds,
• Offer to order a Visa Debit Card for the account.
• Attempt to educate and retain accountholders who may be unsure about keeping their TCA account by reviewing the interest rate and other account benefits.

Required Qualifications

• Requires a high school diploma or equivalent is required.
• Live within 50 miles of our Warwick, RI office or Oriskany, NY office
• Ability to work from home, which includes high-speed internet (500-650 kbps) and a quiet place to work that is secure. (Hotspots and use of Wifi are not allowed - high internet speed is required) or go into the Warwick, RI or Oriskany, NY office to work if there are problems with high-speed internet.
• Able to use video during interviews, coaching, and virtual training.
• An ability to work during the hours of operation of Monday-Friday 8:30am - 5:00pm EST. These are both the training and work hours.
• No time off planned during training.
• Comfortable working in a team environment, must be able to work with teammates

Preferred Qualifications

• 1-3 years of experience in the field or in a customer service role is preferred.
• Relevant work experience, especially call center and adhering to call center metrics (average handle time and after call work)
• Intermediate knowledge of insurance products and provisions
• Candidate needs to be organized, upbeat, empathetic, exhibit active listening skills, and be open to adjusting based on feedback and coaching. Exceptional customer service experience in a professional work environment
• Good Analytical skills
• PC knowledge (Microsoft Word and Excel)
• Excellent oral and written communication skills
• Ability to adjust and respond positively to multiple demands and shifting priorities
• Ability to plan and organize time and priorities to achieve business results
• Takes personal accountability for follow-through on customer commitments
• Works collaboratively with others, shares best practices and assists teammates with work
• Ability to deal with people in stressful situations
• Ability to introduce new ideas to improve work processes
• Ability to maintain confidentiality
• Ability to work periodic overtime

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.
The expected salary range for this position is $20 - $25.24 hourly. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$20 - $25.24 hourly