This Global Customer Service Week, we celebrate the people who make MetLife’s customer experience extraordinary. Around the world, our Global Customer Service and Operations (GCSO) team members are more than the voices on the other end of a call or the experts behind the scenes, they are the advocates, problem-solvers and innovators who carry MetLife’s purpose forward every single day.
Combining empathy with technical expertise, they guide customers through life’s most important moments and simplify complex processes with care. Their impact is felt by more than 30 million customers worldwide.
This week, we pause to celebrate them: the dedicated individuals whose passion, creativity and integrity define who we are and shape the future of how we serve. And as we celebrate, we wanted to spotlight some of the ways they bring customer care to life: through heartfelt advocacy, innovation and their role in building the future of care.
It Starts with Advocacy
At the core of every customer interaction is advocacy. Our team members within GCSO champion compassion, integrity and connection, ensuring every customer feels supported, respected and truly heard. Beyond the call, this same spirit fuels a culture of collaboration and mentorship, empowering colleagues to grow and make a difference every single day.
“For some people, they don’t know the full ins and outs of Insurance. I see this as a chance to educate and build that relationship with my claimant’s, so they step away from our call feeling heard and confident.” – Recoa, Senior Customer Care Advocate
“I take pride in the quiet, yet powerful work of claims. I see each claim and clinical interview as a chance to remove pebbles and make sure the patient’s story and voice is heard. The work happens behind the scenes, but the outcomes ripple outward in real ways.” – Madeline, Clinical Support Consultant
Empowered by Innovation
Technology is transforming how we serve our customers, but it’s our people who bring innovation to life. With AI-powered tools, digital platforms and streamlined workflows, team members are equipped to work more efficiently and connect more meaningfully. These advancements aren’t just about speed, they’re about creating more space for our team members to focus on what matters most: building trust, creating personalized solutions and showing up with heart.
“Technology plays a critical role in how we serve our customers every day. With AI, we’re able to summarize medical information and transcribe calls in real time, which means our team members can focus more on building genuine connections with customers.” – Jill, Director, LTD Claims Operations
“At MetLife, we’re always looking ahead and implementing innovative technologies to elevate the customer experience. By streamlining our processes, we’re able to serve our customers more quickly and efficiently, which frees up our team members to focus on fostering meaningful connections with every caller.” – Matthew, Director, Dental Service Operations
Building the Future of Care
MetLife’s enterprise-wide strategy, New Frontier, is helping our teams redefine what customer care looks like in a rapidly changing world. By embracing agile ways of working, we’re empowering team members to anticipate needs and deliver solutions with greater speed and precision.
“Across the world, our team members are providing high-tech solutions balanced with personalized high-touch care anchored in trust and empathy. This enables us to deliver on our New Frontier strategy and build a future where customer care is guided by empathy and powered by innovation.” – Merrilee Matchett, Head of GCSO and CRE
Celebrating Our People
Our Global Customer Service and Operations teams embody what it means to serve with purpose. They are advocates at heart, making sure every customer feels heard and supported. They are innovators with vision, using technology not just to work smarter, but to create more space for human connection. And they are builders of the future, helping MetLife reimagine what customer care looks like in a rapidly changing world.
To every team member across the globe: thank you. Your empathy, creativity and commitment are what make MetLife’s customer experience exceptional. This Customer Service week (and every week!) we celebrate not only the work you do, but the passion and integrity you bring with you each day.
Driven by care. Empowered by technology. Inspired by you.
Interested in joining our team? Explore opportunities within GCSO at MetLife.
