Job Information
MetLife Customer Care Advocate in Cicero, New York
Job Title
Customer Care Advocate
Location
Central New York & Cary NC - Virtual. New Hires must live within a commutable distance of Oriskany NY or Cary NC.
The Opportunity
Are you someone that enjoys problem solving and putting customers first? Do you want to directly impact the lives of our customers? Then we have an amazing opportunity for you: We are actively hiring Customer Care Advocates for our Global Customer Solutions and Operations (GCSO) contact center team, starting on March 5th, 2025.
After successfully completing our virtual training, you will join our Group Life Products department as a Customer Care Advocate. Our Customer Care Advocates handle inbound customer service inquiries via the telephone and resolve complex customer issues. In this role, you will service customers regarding new or existing life insurance policies available to them through their Employer. You will educate customers on how their life insurance policy works, research customer inquiries, break down billing details, discuss underwriting requirements, make changes to the policy such as change in beneficiary, coverage amounts, billing methods, etc.
Our successful candidates will leverage effective listening skills, ability to multi-task, diligence, strong curiosity, and a sincere desire to ensure that every customer experience is exceptional.
With an understanding of the customers' needs and wants and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us. This is a full-time virtual position; however, you must be within a commutable distance of our office.
How You'll Help Us Build a Confident Future (Key Responsibilities)
Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
Complete paid training, in-office for a designated period of time (March 5th to May 13th). Candidates must be available for the full duration of training.
Must adhere to strict start/end times. Position will be virtual (within a commutable distance) after successful completion of training.
Attend required office visits at least once a month at the direction of leadership, including for monthly events, training, meetings, etc.
Work required shift during hours of operation between 8:00am - 11:00pm ET Monday through Friday.
Must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and the business' bidding process.
Consistently meet or exceed key performance indicators.
What You Need to Succeed (Required Qualifications)
Strong computer/keyboard skills.
Ability to navigate between multiple computer systems, monitors, and applications simultaneously.
Quickly grasp information and efficiently solve customer questions and challenges using strategic thinking.
Communicate complex verbal and written concepts succinctly and clearly.
Strong ability to multitask, navigate business procedures and problem solve.
Pay close attention to details, and account for details that may be overlooked.
Ability to prioritize and manage time effectively.
Demonstrate empathy and active listening to others.
High School Diploma or GED.
What Can Give You an Edge (Additional Skills)
A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
Higher education or professional certification.
Insurance or financial service industry experience
Prior call center experience.
Business Category
Global Customer Service & Operations
Number of Openings
7
At MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are 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.