Customer Care Advocate Annuities 3.31.25

Description and Requirements
Role Value Proposition
As a leader in insurance, MetLife never underestimates the significance of the impact made by associates.
We are actively hiring Customer Care Advocates for our Annuity Warwick Customer Care Team starting on March 31, 2025. As a Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and resolve problems by putting customers at the heart of all you do.
Our successful candidates will leverage effective listening skills, strong multi-tasking skills, an 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.
To enhance your success and engagement from day one and throughout your career, we provide various benefits including, but most definitely, not limited to:

• Paid training.
• Dental, medical & life insurance.
• Retirement plans including 401(k).
• Paid time off.
• Paid overtime based on business needs.
• Programs designed to strengthen and reward your performance.

Job Title: Customer Care Advocate
Location: United States; Warwick, RI. Virtual Role with In-Person Training. New Hires must live within a commutable distance of our Warwick location.
Key Responsibilities

• Virtual roles predominately 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 in a commutable distance from the site the role is posted in.
• High school diploma or equivalent required
• 2+ years customer service experience required (this includes call center, insurance, or financial services).
• Job is performed primarily virtually with required in office days based on business needs.
• Must be available for the full duration of in-office training from March 31st to June 2nd, Monday through Friday, 8:30 AM to 5 PM.
• 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 across multiple monitors and efficient keyboard/typing skills.
• Ability to multi-task while speaking to a customer.
• Basic math, analytical and problem-solving skills.

Preferred:

• Higher educational experience or professional certification
• Insurance or Financial Services industry experience or Product specific experience
• Prior Call Center experience
• 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.

Business Category
Global Technology & Operations
Number of Openings
12
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.
The salary range for applicants for this position is 41,600.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
41,600