Customer Care Advocate

About the role

The Customer Care Advocate supports customers across phone and digital channels, helping navigate and resolve complex insurance and benefits questions with empathy and clarity while following clear guidelines and protecting customer information. You'll be the voice of MetLife in important moments, providing end-to-end support that helps customers feel confident and advocated for in their coverage and decisions.

Key Responsibilities

• Serve as the primary point of contact for customers across phone and digital channels, resolving complex policy, coverage, billing, and service inquiries end-to-end with professionalism and care
• Apply established guidelines and approved exception processes to resolve non-routine issues, including complex and sensitive customer situations
• Utilize AI-powered tools that provide guided workflows, suggest next steps, and support summarization of customer interactions to provide accuracy and efficiency in resolving customer needs
• Maintain accurate, complete, and timely documentation of customer interactions in accordance with recordkeeping, privacy, and regulatory requirements
• Identify issues requiring escalation and coordinate with internal partners, supervisors, or specialist teams to achieve resolution
• Provide input on recurring issues, knowledge gaps, or process improvement opportunities through established feedback mechanisms
• Participate in required training and ongoing skill development related to products, processes, systems, and AI-enabled tools

Required Qualifications

• 1+ years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or similar)
• Experience resolving complex customer issues across multiple systems (e.g., Customer Relationship Management platforms, knowledge bases, or customer communication systems)
• Ability to apply judgment in non-routine situations while working within defined guidelines and compliance requirements
• Strong verbal and written communication skills with the ability to interpret and explain information clearly to customers
• Ability to work scheduled shifts within operating hours of 7:00 AM – 10:00 PM CT, Monday through Friday, with advance notice of schedules provided and some flexibility required for overtime and shift changes based on business needs
• Must reside within commutable distance of Cary, NC; In-person training required starting 9/21/2026; role is virtual following training completion
• High school diploma or equivalent

Preferred Qualifications

• 2+ years of experience in insurance, financial services, healthcare, or another regulated industry
• Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows
• Experience handling escalations, complaints, or sensitive customer situations
• Familiarity with authentication, data protection, and compliance standards in a regulated environment

Benefits

• Comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability
• Company-paid life insurance and legal services
• Tuition assistance
• Employee Assistance Program (EAP) and digital mental health programs
• Parental leave
• Volunteer time off
• Group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance

Pay

The expected salary range for this position is $41,600/year. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

Schedule

No prior insurance experience is required. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. The role is virtual following training completion.