At MetLife, we believe diverse experiences not only enhance our environment but also create opportunities for each of us to learn and grow from one another. In our Global Customer Service and Operations organization, you will find team members who have joined us with years of experience working in a similar role in the insurance industry. You will also find team members who have joined us with backgrounds in social work, retail, hospitality, healthcare, and education, who bring to the table transferable skills like problem-solving, time-management, active listening, and adaptability. Regardless of their work background, they each have a unifying passion for people and they each make a difference in the lives of our customers every day.
Whether you’re looking to break into the insurance industry or looking to make a difference, while leveling-up your current skills, there is a role here for you. Let’s dive into some of the transferrable skills we look for across all roles on the team, what your onboarding experience would be like, and the growth opportunities available to build a fulfilling career at MetLife.
Finding Your Fit
Within GCSO, we are always looking for passionate individuals for our ‘front-line’ roles, which are the team members who are the face and the voice of MetLife to our customers. Guided by empathy and backed by technology, our GCSO colleagues advocate on behalf of our customers to bring the full force of MetLife to them to fulfill their needs. Across all these roles, we are looking for individuals who carry the following transferrable skills:
- Empathy and Professionalism: Providing compassionate support while maintaining professionalism ensures customers feel understood and respected during challenging times.
- Strong Communication and Effective Listening: Clear communication and active listening help address customer concerns accurately and build trust during sensitive interactions.
- Tech-Savvy: Proficiency in technology like Microsoft Suite and Claims Software (we will teach you this!) ensures efficient handling of claims and accurate processing, leading to smoother customer experiences.
- Critical-Thinking and Decision Making: Quick, informed decisions and problem-solving are crucial for addressing complex claims and delivering timely resolutions to customers.
If you bring those skills with you, we encourage you to apply to any of the below roles we have within our team that aligns with your prior work experience.
- Customer Care Advocate (CCA): Customer Care Advocates do not require prior claims experience. As a CCA, you will interface with customers calling into our call center with a variety of needs. There are a variety of growth paths one could take as a CCA. One path could be an upward trajectory where you become a subject matter expert (SME) for one of our product offerings such as Annuities, Long Term Care, Group, and Retail Life products.
- Short-Term Disability (STD) Claims Specialist: STD Claims Specialist requires at least a year of working experience in a similar capacity. In this role you will interface directly with customers requiring support and guidance for their STD Claims.
- Long-Term Disability (LTD) Claims Specialist: LTD Claims Specialist requires at least a year of working experience in a similar capacity. In this role you will interface directly with customers requiring support and guidance for their STD Claims.
- Absence Management Solutions (AMS) Specialist: AMS Specialist requires at least a year of working experience in a similar capacity. In this role you will interface directly with claimants in support of your assigned customer.
We also support our team members' aspirations to expand their careers to other avenues within the GCSO organization such as operations, learning & development, quality, and workforce management. At MetLife, the world is your oyster, and we’ll be by your side, helping you explore every opportunity.
Your Onboarding Experience
In your role, regardless of which route you take, you will be the first voice our customers hear when calling to report a major life event or illness, checking on the status of a current claim, and more. You can advocate on behalf of our customers to bring support and solutions when the person on the other end of the line needs it the most. It is extremely rewarding and a big responsibility that requires you to think quickly on your feet. That’s why we’ve worked hard to develop an onboarding experience to set you up with the tools you need to succeed.
Here is how you will be supported during your onboarding journey on our team:
- MetLife’s GCSO Onboarding Training Program is hosted in-person at a MetLife office nearest to you, where you and a class will learn what customer care means at MetLife and how we deliver on our purpose of always with you, building a more confident future.
- Training in-person will last anywhere from 4 to 12 weeks, depending on your role.
- When training wraps up, you will have the flexibility to work from home and also collaborate with your teammates in person at least once a month in the office. You will also be equipped with online interactive tools and resources, making it easy to find additional training you need when you are working from home.
- Outside of your direct manager, trainers, and training class, you will also gain an onboarding buddy who is a seasoned pro and will have your back throughout your onboarding journey and beyond.
"The information during my onboarding was presented in an effective way that made learning fun and achievable. The trainers are wonderful, and their real-time teaching in the classroom allowed them to be flexible so that no one was left behind."
- Shealynne W., Senior Customer Care Advocate
What Happens After Training
When your training program wraps up, it’s time for you to officially get on the phone! You’ll be paired with a dedicated supervisor who will guide you through the initial stages and ensure you have a smooth transition into your role.
As your journey at MetLife begins, you can expect to experience:
- Personal Growth: You will run into complex and challenging inquiries every day, requiring you to sharpen your knowledge and further your education on new tools and resources to find a resolution for the customer, making you stronger in your role every day.
- Career Conversations: You will meet with your manager regularly to discuss your career progression and goals; whether that means advancing within the call center or exploring other avenues at MetLife.
- Growth Opportunities: If you’re looking to grow within GCSO, you will have opportunities to grow upward and cross-functionally in a way that’s meaningful for you and your career.
"I started my career at MetLife, as a Customer Service Consultant, and then moved to a Resource Optimization Analyst—both roles found within our GCSO organization. Today, I am a Business Procedures Consultant within MetLife’s Retirement and Income Solutions (RIS), where I focus on overseeing and monitoring different business processes within Retirement and Income Solution business teams. I’m grateful to have started my journey in GCSO, where I gained integral training and support to get me to where I am today."
- Alyssa B., Business Procedures Consultant ll
When you join the GCSO organization at MetLife, you will find yourself growing both personally and professionally in ways you never expected. You will also build meaningful connections and close bonds with supportive colleagues and leaders. With a collaborative and caring environment, this is more than just a job – it's a place where you can thrive and be the positive force for our customers. Here at MetLife, we believe it’s All Together Possible and look forward to building with you.
Interested in joining us? Head here to see our current openings within MetLife’s GCSO Organization and join our talent community to stay in touch about future opportunities.
