Client Service Center Representative (This is a conversion only)

About the role

MetLife Legal Plans is the country's largest provider of legal voluntary benefits, with over 40 years of experience in employee legal services and a commitment to excellent care for plan members, sponsors, and 18,000+ attorneys. Trusted by nearly 7 million families and more than 200 Fortune 500 companies, the company is growing quickly with a bold vision to dream bigger, move faster, and use creativity and technology to build products people love. MLP's Core 4: Put customers first, Be the Best, Make things easier, Succeed together. A day in the life of a Client Service Center Representative: responsible for delivering on the mission of creating the world’s best legal service for working families by handling inbound calls from customers to provide and process information in response to inquiries, concerns, and requests about products & services included in the legal plan offering, supporting the member website and digital capabilities, and helping the CSC department meet strategic and departmental service level goals.

Responsibilities

• Answer on average 55-60 inbound phone calls per day lasting on average 5-6 minutes from current members, potential members and plan attorneys. Calls can pertain to providing information regarding using the plan, presenting all options and plan coverage, eligibility, written document requests and/or attorney referrals
• Support members with website support and self-service capabilities
• Process enrollment/cancellation requests
• Record eligibility inquiries when a client does not appear as an eligible plan member
• Record client inquiries for plan members with in-network attorney service issues
• Work in a ticketing system to make call notes and/or updates for all contacts
• Assist with on-the-job mentoring of new CSRs as needed
• Assist with servicing members through chat and email contact channels if assigned
• Other duties as required or assigned

Qualifications

• 2-5 years minimum of customer service experience
• Positive attitude with outstanding communication skills
• Ability to think critically, problem solve, communicate and manage task execution
• Ability to interact effectively with other associates at all levels of the organization