Customer Care Advocate! Competitive Benefits!

Company: MetLife
Location: Apex
Posted on: May 5, 2021

Job Description:

Summary of Responsibilities:

The Customer Care Advocate handles inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers needs and wants and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.

Principal Responsibilities:

Respond to customer requests via telephone or email, providing excellent service to MetLifes customers who have insurance or other financial service products or benefit plans and providing solutions that best meet the customers needs.
Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
Enhance and strengthen the relationship between the customer and MetLife using strong communication skills, active listening skills, and empathy.
Support special product and/or service campaigns as needed, or if solicited by the customer.
Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customers inquiry.
Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills.

Requirements:

2+ years of customer service experience.
Must be eligible to work in the US without sponsorship
Your eligibility to participate in virtual program depends on your capacity to meet MetLifes internet requirements. Internet setup is the employees responsibility for any virtual role. The internet speed needs to be at least 500 750 Kbits/s dedicated just for your MetLife computer and you must have the ability to connect your laptop via an internet hard wire (no WIFI). Fiber, cable, satellite, and some DSL are preferred.
New hires will be expected to pass a background check to include an education verification, criminal background check, employment verification, and drug screening.

Shifts:

After training new hires will be assigned 8-hour shifts within the hours of 7 am until 11 pm, Monday thru Friday. New hires will be assigned a schedule based off business needs and will be ranked after they start taking calls. You will have this schedule until the next shift bid. Shift bids occur every six months.
Your shifts could potentially change after every shift bid, depending on stack ranking and business needs.

Benefits:

Annual bonus plan up to 5% based on company and individual performance
Paid training
Dental, medical & life insurance
Retirement plans including 401(k)
Paid time off
Paid overtime
Programs designed to strengthen and reward your performance

Covid Precautions:

Currently, all MetLife offices are closed and employees are working virtually. At this time, there is not a return to office policy or timeline in place

Keywords: MetLife, Cary , Customer Care Advocate! Competitive Benefits!, Other , Apex, North Carolina