Customer Care Advocate

About This Role

This role involves handling inbound customer service inquiries via telephone and email, resolving complex customer issues, and providing exceptional service to MetLife's customers with insurance or financial service products.

Responsibilities

• Handle inbound customer service inquiries via telephone and/or email
• Resolve complex customer issues leveraging effective listening skills and diligence
• Deliver a service experience that exceeds expectations and makes it easy for customers to do business with MetLife
• Respond to customer requests via telephone or email, providing excellent service
• Research requests regarding various product aspects, policy provisions, claim status, and basic procedures
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas, tracking responses to ensure completion
• Enhance and strengthen the relationship between the customer and MetLife using effective communication skills, keen listening skills, and empathy
• Support special product and/or service campaigns as needed
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response
• Perform responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills

Requirements

• Live within a commutable distance of Omaha NE
• 2+ years of customer service experience
• Flexible to work specific shifts during hours of operation between 7 AM and 10 PM CT, Monday through Friday
• Available and present for all mandatory paid training days starting April 27th

Qualifications

• 2+ years of customer service experience

Nice to Have

• High School diploma or GED equivalent
• Some college, or professional certification
• Insurance or Financial Services industry experience or Product specific experience
• Prior Call Center experience
• Demonstrated ability to learn quickly and continuously develop functional knowledge and understanding of company products, administrative, claims, underwriting, and marketing functions
• Passion for serving customers and a personal commitment to following through in a dynamic, challenging environment
• Strong computer/keyboard skills, solid math, analytical, and critical thinking skills
• Superb listening skills and professional oral & written communication skills

Benefits