Customer Care Advocate

Location: Cary, NC. Virtual role with in-person training. New hires must live within a commutable distance of Cary, NC.

About the Role

Our Customer Care Advocates handle inbound customer service inquiries via telephone and/or email, resolving complex customer issues. The successful candidate will leverage effective listening skills, diligence, strong noetic curiosity, and an honest desire to ensure every customer experience is exceptional. With an understanding of customers’ needs and a focus on delivering solutions, you will provide a service experience that exceeds expectations and makes it easy for customers to do business with us. This is a full-time virtual position supporting MetLife’s group disability insurance customers.

Group disability insurance provides compensation for members unable to work due to disability. Customers call to file claims or service active claims, including disability, pregnancy, and other serious health issues. Calls may be emotional depending on the customer’s situation.

MetLife has the highest expectations for our Customer Care Advocates to always provide an exceptional customer experience on every call by:

• Remaining professional
• Never placing blame on the customer or employer
• Making a customer connection
• Continuously improving both individual performance and processes

Responsibilities

• Work from a home office with periodic visits to the assigned GCSO office for team events, meetings, training, or business continuity
• Respond to customer requests via telephone or email, providing excellent service to MetLife’s customers with insurance or financial service products
• Provide solutions that best match customers’ needs
• Research requests regarding product aspects, policy provisions, claim status, basic procedures, etc.
• Efficiently process transactions and refer requests for policy modifications to appropriate areas
• Track responses to ensure completion
• Enhance and strengthen customer relationships using effective communication, keen 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 integrated responses
• Perform duties in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills

Requirements

• New hires must live within a commutable distance of Cary, NC
• 2+ years of customer service experience
• Flexible to work specific shifts during hours of operation between 8:00 AM – 11:00 PM EST, Monday through Friday
• Must be flexible regarding overtime and shift changes based on business need
• Training for this role is in-person; candidate must be willing to be on-site for the duration

Preferred Qualifications

• High School diploma or GED equivalent
• Some college or professional certification
• Insurance or financial services industry experience
• Product-specific experience
• Prior call center experience
• Demonstrated ability to learn quickly and develop functional knowledge of company products, administrative, claims, underwriting, and marketing functions
• Passion for serving customers and commitment to following through in a dynamic, challenging environment
• Strong computer/keyboard skills and solid math, analytical, and critical thinking skills
• Superb listening skills and professional oral & written communication skills
• Ability to inspire trust and accountability through an empathetic communication style