Winning Together
As the face and voice of our organization to customers worldwide, MetLife’s Global Customer Service and Operations team members stand at the center of the customer experience, weaving threads of connection into their day-to-day that define our commitment to customer care excellence. In this blog series, you will hear from various team members across different teams and functions. In our first interview, we sat down with Cara Mootz, Senior Long Term Disability Claims specialist.
Next up, you’ll hear from Patricia Hixson, Senior Customer Care Advocate, as she shares more about her role, the growth she’s experienced, and the sense of alignment she feels to our purpose: Always with you, building a more confident future.
Patricia Hixson, Senior Customer Care Advocate
Q: We’d love to hear what brought you to MetLife, and more specifically – why the Customer Care team?
A: Prior to joining MetLife, I worked for the state of North Carolina as a legal assistant where I supported three judges. The work I was doing entailed reviewing industrial admissions, which included reviewing claims submitted by local residents who were affected by industrial work happening within the state. It was eye-opening, and it really made me feel for those who were impacted. While I enjoyed the work that I was doing, I was ready for an opportunity that would allow for more growth. I am a people person and was seeking a role that would give me the chance to make direct connections, while creating a positive impact on others' lives.
I came across the Customer Care Advocate role at MetLife on Indeed and felt an immediate alignment to the job description. I also viewed a powerful video showing the impact that employees at MetLife have on customers' lives, which encouraged me to go ahead and apply. After speaking to the recruiter and hiring manager, I quickly saw that not only was this role a perfect next step for me in my career, but MetLife truly had something special about it.
As a Senior Customer Care Advocate, I provide support to help customers file short term disability, long term disability, and family and medical leave (FMLA) claims. I also help redirect customers to other departments within our organization. I have found this role to be a perfect match for me as I get to not only bring my whole self to work in the comfort of my own home, but I get to really lean into one of my biggest passions in life – helping others.
Q: How do you feel your work aligns with MetLife’s Purpose: Always with you, building a more confident future?
A: As a member of our Customer Care team, every single day is a new opportunity for me to be there for people during difficult times. I feel a sense of honor knowing that I have the chance to turn someone's day around, provide them with encouragement, and simply get to make a connection with them. Personally, I was very curious what it would be like to work in a call center. I assumed I’d have to just follow a script and that was it. At MetLife, it’s different. Do I have steps and specific details or questions I need to follow? Of course. But we’re also encouraged to take it a step further and really create powerful and meaningful connections.
Q: We hear you were promoted recently! Can you share a bit about your personal growth experience since joining the team?
A: Absolutely! As I shared earlier, joining MetLife and the Customer Care Team was my first experience working in the insurance space. I knew I would have much to learn but was ready for the challenge.
My leader, who is extremely proactive and brings out the best in me, meets with me regularly to discuss my goals so we can create strategic next steps to help me achieve them. During one of our meetings within my first few months, we discussed my strengths and areas of opportunity. One area we discussed was how to identify solutions in an efficient way to our customers. At MetLife, we aim to provide a seamless experience, connect with the hearts and minds of the customer, and offer a direct solution and next steps. My leader suggested I shadow a few of my peers, which resulted in me quickly picking up tips that I was able to apply to ensure I was meeting all the criteria we aim for when providing remarkable customer care. Ultimately, the shadowing resulted in me improving in this particular area, and I was later promoted to a Senior Customer Care Advocate. This is a great example of how we like to collaborate within the GCSO team. We’re always looking out for one another, sharing ideas and best practices and supporting our colleague’s goals.
This was exactly what I was looking for – a place where I could be myself, had support to achieve my personal and professional goals, and to work at a place where growth isn’t limited to just your day-to-day role. I could expand to other areas in our organization or look elsewhere in MetLife in the future. The opportunities are endless.
Q: What aspects of our Global Customer Service and Operations organization do you enjoy the most?
A: I really enjoy that I can do my job, which I adore, in a flexible working environment, and still feel very connected to my leader and team. I imagine it can be hard to find that balance when teams work from home, but MetLife’s GCSO team is doing it right. We are constantly learning from one another, receive ongoing training to keep our skills and knowledge sharp, and are encouraged to just simply be ourselves. The work environment they have created has made me believe in the direction of our leadership and encourages me to want to stay here for the long run.
We hope you enjoyed hearing from Patricia! Stay tuned to hear from a member of MetLife’s Short Term Disability claims team next.
Interested in joining us? Learn more about MetLife’s Customer Care and Operations teams here.
