MetLife

Job Title

Senior Customer Care Advocate

Job Location

Warwick, RI.  Virtual Role with In-Office Training.  Candidates must be located within a commutable distance of Warwick RI.

Key Responsibilities

• Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Provide “Best in Class” customer Service for Annuities or Life Insurance products.
• Complete financial transactions over the phone including withdrawals 
• Educate Financial Advisors and clients on market requirements, processes, contract provisions and digital solutions.
• Answer and accurately document incoming calls from a variety of customers including Financial Advisors, contract owners and beneficiaries.
• Research and respond to errors, contract discrepancies and processing delays.  
• Research special requests and act as a liaison between your customer and operational areas.
• Use computerized systems efficiently to track, troubleshoot and gather information.
• Adhere to a provided schedule for your workday.
• Consistently meet or exceed key performance indicators

Essential Business Experience and Technical Skills

Required

• New hires should live a commutable distance from the site the role is posted in.
• 2+ years of experience in Customer Facing Roles.  
• Obtain FINRA Series 6 license within business specified time frame. (Training and costs for the FINRA exams are covered by MetLife).
• Ability to work during the hours of operation of 8:30am-6:30pm EST Monday-Friday; must be flexible in regard to overtime & shift worked, which may change based on business needs.
• Strong computer navigation skills and efficient keyboard/typing skills.
• Ability to multi-task while speaking to a customer.
  
• High school diploma or equivalent required.
• This role has mandatory paid training starting on June 1st. Candidates must be available and present for all training days.  

Preferred

• Insurance or Financial Services industry experience or Product specific experience.
• Prior Call Center experience.
• Higher educational experience or professional certification.
• Basic math, analytical and problem-solving skills.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
•  Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife.
• Willingness to adopt and adapt to evolving business needs and take on new opportunities to support MetLife.
• Computer experience navigating in a multi-screen environment.
• Critical thinking skills demonstrating an ability to apply job knowledge to different scenarios to make effective decisions.

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.