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Sr Customer Care Advocate

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Apex, United States Metlife Full time
Job Title: Senior Customer Care AdvocateProduct: Group Variable Universal LifeLocation: Cary, NC - Virtual with In Person Training. Candidates must be within a commutable distance of Cary, NC.Role Value Proposition:As a leader in insurance, MetLife never underestimates the significance of the impact made by associates. We are the countrys number one underwriter of employer-sponsored programs.We are actively hiring a Senior Customer Care Advocate for our Group Variable Universal Life insurance team in our Cary office As a Sr Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and/or email and resolve problems by putting customers at the heart of all you do.The successful candidate will thrive in a fast-paced call center environment and leverage effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference to ensure each customer's 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.In return, we will provide the following to enhance your success and engagement from day one and throughout your career-- Participation in our comprehensive benefits package which consists of medical, dental & life insurance, retirement plans, paid holidays, vacation time and a variety of programs designed to strengthen and reward your performance.Key Responsibilities:Virtual roles work from a home office with periodic visits to the assigned GCSO office for team events, meetings, trainings, business continuity, etc.Respond to customer requests via telephone, providing excellent service to MetLifes customers who have or are looking to obtain a Group Variable Universal Life insurance policy.Discuss financial elements of a policy such as investment, interest, cash value balance, and withdrawal inquiries.Enhance and strengthen the relationship between the customer and MetLife using strong communication skills, keen listening skills and empathy.Research requests regarding various product aspects, policy provisions, basic procedures, etc.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 interpersonal and high-quality service skills.Work to meet or exceed KPIs such as Average Handle Time, Quality, and customer survey results.Essential Business Experience and Technical Skills:Required:Candidates must live within a commutable distance1+ year customer service experience (call center, customer service, retail, food service, etc.)High School diploma, GED.Report daily to our Cary office for in person training during the period of July 24 - November 4th.Position will move to virtual after successful completion of training, approximately November 4th.Once virtual, there will be required visits to the assigned GCSO office one day a month. The day will be designated in advance. In addition, you will be expected to come into the office to resolve prolonged or reoccurring technical issues or if additional coaching or training is required.Must obtain FINRA Series 6 license within 90 days of hire. You are required to pass two exams in order to become Series 6 registered.The initial 4 weeks will focus on SIE Test preparation, with an expected SIE test date of August 29th.Immediately follow your SIE exam, you will focus on Series 6 studies for 9 days. The expected Series 6 test date is around September 16th.Training and costs for the FINRA SIE/Series 6 exams are covered by MetLife.An ability to work an 8-hour shift during the hours of operation of 8AM - 8:00PM Monday - Friday; must be flexible regarding overtime & shift worked, which may change based on business needs.Preferred:Some college experience, trade, or professional certification.Insurance or Financial Services industry experience or Product specific experience.Business CategoryGlobal Customer Service and OperationsNumber of Openings8At MetLife, we are leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers.The wage for applicants for this position is $44,000.00 per year. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.

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