Job Description

Role Value Proposition:

Are you someone that relishes 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 Service Representatives for our Long-Term Care product line with a start date on 10/31/22. After paid training, you will join the in-bound customer service team putting customers at the heart of all you do.

Global Customer Solutions (GCS) provides support of key insurance and protection products. The team covers MetLife products, both for individual and employer groups, including Dental, Annuities, Life, Disability, Critical and Long-Term Care, and more.

The team provides world-class Customer Service and Sales support to customers via phone. They are committed to making a difference through every customer experience.

As a leader in insurance, MetLife never underestimates the significance of the impact made by associates. We are the country’s number one underwriter of employer-sponsored programs, as well as one of the largest providers of personal lines, auto, homeowners and related insurance. How do we do it? Our associates, of course!

To enhance your success and engagement from day one and throughout your career, we provide various benefits including, but most definitely, not limited to:

Paid training
Dental, medical & life insurance
Retirement plans including 401(k)
Paid time off
Paid overtime
Programs designed to strengthen and reward your performance

The successful candidate will leverage effective listening skills, an attention to detail, strong noetic curiosity, and an honest desire to make a difference to ensure each 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.

Summary of Responsibilities:

The Customer Care Advocate handles inbound customer service inquiries via telephone and resolves complex customer issues. The successful candidate will leverage effective listening skills, an attention to detail, strong noetic curiosity, and an honest desire to make a difference to ensure each 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.

Principal 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. This position will host in office training. 
Respond to customer requests via telephone, providing excellent service to MetLife’s customers who have insurance or other financial service products or benefit plans and providing solutions that best meet the customer’s needs.
Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
Enhance and strengthen the relationship between the customer and MetLife using strong communication skills, active listening skills and empathy.
Support special product and/or service campaigns as needed, or if solicited by the customer.
Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.
Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Qualifications 

Required:

New hires should live in a commutable distance from the site the role is posted in.
1 year of call centre experience. 
up to 2 years of customer service experience
High School diploma, GED
Experience with and comfort working in a virtual environment.  
An ability to work an 8-hour shift during the hours of operation of 8:00 a.m. to 7:00 p.m. EST Monday – Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business needs.

Preferred:

Some college experience, trade, or professional certification.
Insurance or Financial Services industry experience or Product specific experience.
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.
A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
Strong computer/keyboard skills as well as analytical and trouble shooting skills.
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. 

Business Category

MetLife Holdings

Number of Openings

17