MetLife

Summary

The Customer Advocate is responsible for managing and resolving complex or escalated customer concerns related to Disability products. In this role, you serve as the customer’s voice within MetLife—coordinating with internal partners, identifying root causes, and ensuring timely, accurate, and empathetic communication throughout the resolution process. You will use advanced service recovery and conflict‑resolution skills to strengthen customer relationships and drive process improvements that reduce repeat issues.

Key Responsibilities

• Serve as the customer’s advocate, taking ownership of escalated issues and coordinating with internal teams to ensure timely and accurate resolution.
• Perform root cause analysis to identify underlying issues and trends; partner with stakeholders to implement corrective actions and prevent recurrence.
• Engage with multiple levels across the organization to resolve complex or sensitive customer concerns.
• Maintain the highest level of objectivity, integrity, and professionalism when investigating issues.
• Use available tools and data to support trend analysis and recommend improvements to processes, workflows, or service delivery.
• Build and maintain strong working relationships with both internal and external customers.
• Prepare clear, detailed responses to customers via phone or written correspondence, ensuring consistent and proactive communication.
• Contribute to a culture of continuous improvement by identifying “out‑of‑the‑box” solutions and participating in service enhancement initiatives.

Required Qualifications

• Minimum 2 years of experience supporting Disability products (STD, LTD, FML) in a customer service environment.
• Recognized as a go‑to resource for resolving complex customer issues.
• Strong organizational skills and demonstrated ability to manage stress in a fast‑paced environment.
• Proven ability to quickly learn and understand MetLife products and internal processes (claims, underwriting, administration, marketing).
• Excellent communication skills—including verbal, written, listening, and professional phone etiquette.
• Strong customer‑focus mindset with the ability to engage confidently and empathetically with customers.
• Ability to work effectively in a team‑oriented environment to enhance service delivery.
• Strong problem‑solving skills and willingness to propose creative, innovative solutions.
• Flexibility to work varied shifts based on business needs.

Preferred Qualifications

• Bachelor’s degree (preferred but not required).