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. Check out our other articles here: meet Cara and Patricia.
Q: Tell us about why you joined MetLife.
A: I have a lot of friends who work at MetLife who always talked about how much they enjoyed it. At the time, I was working at a non-profit, and while I enjoyed the work, there was no opportunity for growth and advancement, which is very important to me. My friends suggested I apply to MetLife because there are so many new opportunities, but I was hesitant because I didn’t have insurance experience. I did, however, have experience helping people, which is the foundation of what I do now as a Short-Term Disability Sr. Claims Specialist. MetLife has a robust training program that taught me what I didn’t know. I’ve been here for almost two years, and I already earned my first promotion—my friends were right!
Q: You mentioned you joined MetLife because of the growth opportunities, can you share more about that?
A: Yes, I love that you can grow your career in many ways. For example, those who enjoy leading people can advance from a Claims Specialist to a Unit Leader, which is what I aspire to be. Within a year, I already earned my first promotion to Sr. Claims Specialist! My Unit Leader has been very supportive, offering me opportunities to shadow other leaders for more exposure.
Another way to grow your career is by exploring different departments. The Global Customer Service & Operations team has so many opportunities, someone can move from Short Term Disability to Long Term Disability, Dental, and even Pet Insurance! You can learn more about what interests you and keep growing across the company.
Q: Congrats on your promotion! What would you say to someone who, like you, didn’t have insurance experience but still wanted to apply to MetLife?
A: I would encourage them to apply, absolutely! MetLife values the different experiences and skill sets that each member brings to the team. While some roles do require prior claims experience, most people can be successful with transferrable skills from a prior customer service, hospitality, retail, or office job. Things like empathy, problem solving, attention to detail, and follow through are the skills that make someone successful. There is a great team who is ready to teach you what you need to know about MetLife and insurance, you just need to be ready (and excited!) to learn!
Q: When you first worked at MetLife, you worked in the office and now your role is mostly virtual. How do you feel about the change?
A: At first, I was hesitant because I enjoy being around people and was afraid of feeling secluded but that is not the case. My team has a group chat going on all day where we ask questions, discuss ideas, and, of course, showcase pictures of our kids and pets; that constant connection makes me feel like a part of a team.
Q: Sounds like you have a great team! Who else supports you in your role?
A: About a year ago, MetLife rolled out a structured "Onboarding Buddy Program” at the start of your 16-week structured training program. Your “buddy” is a peer resource whose goal is to help support you during your onboarding and training and to provide a sense of belonging at MetLife. My “buddy” created a safe space for me to learn, ask questions, make mistakes, vent, be a friend, anything I needed. I still talk with her regularly and now I have my own "buddy" to support, and it’s been fun to see my time at MetLife come full circle! I remember being where she was and feeling how she felt, and I love sharing my perspective with her. We learn from each other all the time.
Q: Tell us about one of your most memorable MetLife moments.
A: I was supporting a woman with her first Short-Term Disability claim, and she was very overwhelmed with doctor appointments, paperwork, and her upcoming surgery. I knew there were ways I could take some of her stress away; I walked her through the process, proactively called her doctors, and checked in on her almost daily to make sure she was doing okay. I tried to do as much to help so that she could focus on getting better. As she was getting ready to return to work, she called me crying with gratitude for how I handled everything. It’s a moment that sticks with me and makes me proud of the work I do.
This job is not just paperwork and punching numbers, it’s about making a positive impact on someone during a very stressful time in their life. With my career at MetLife, I get to make an impact daily.
