Customer Care Advocate id-1899
Job Title: Customer Care Advocate
Location: United States; Warwick, RI. Virtual Role with In-Person Training. New Hires must live within a commutable distance of our Warwick location.
Key Responsibilities
- Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
- Provide "Best in Class" customer Service for Annuities or Life Insurance products.
- Complete financial transactions over the phone including withdrawals.
- Educate Financial Advisors and clients on market requirements, processes, contract provisions and digital solutions.
- Answer and accurately document incoming calls from a variety of customers including Financial Advisors, contract owners and beneficiaries.
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- Research and respond to errors, contract discrepancies and processing delays.
- Research special requests and act as a liaison between your customer and operational areas.
- Use computerized systems efficiently to track, troubleshoot and gather information.
- Adhere to a provided schedule for your workday.
- Consistently meet or exceed key performance indicators.
Essential Business Experience and Technical Skills
Required:
- New hires should live in a commutable distance from the site the role is posted in.
- High school diploma or equivalent required
- 2+ years customer service experience required (this includes call center, insurance, or financial services).
- Job is performed primarily virtually with required in office days based on business needs.
- Must be available for the full duration of in-office training from March 31st to June 2nd, Monday through Friday, 8:30 AM to 5 PM.
- Ability to work during the hours of operation of 8:30am-6:30pm EST Monday-Friday; must be flexible in regard to overtime & shift worked, which may change based on business needs.
- Strong computer navigation skills across multiple monitors and efficient keyboard/typing skills.
- Ability to multi-task while speaking to a customer.
- Basic math, analytical and problem-solving skills.
Preferred:
- Higher educational experience or professional certification
- Insurance or Financial Services industry experience or Product specific experience
- Prior Call Center experience
- A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
- A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
- Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife.
- Willingness to adopt and adapt to evolving business needs and take on new opportunities to support MetLife.
- Computer experience navigating in a multi-screen environment.
- Critical thinking skills demonstrating an ability to apply job knowledge to different scenarios to make effective decisions.
Business Category
Global Technology & Operations
Number of Openings
12
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.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.
