Customer Care Advocate

About the Role

Join MetLife's Global Customer Service and Operations team, where customer support is grounded in trust, empathy, and ongoing improvement. You will assist customers during pivotal moments, tackle challenges, and enhance processes through innovative technology, creating a distinctive service experience backed by operational excellence. As a Customer Care Advocate, you'll be the key representative for MetLife, delivering comprehensive support to help customers feel assured and well-served regarding their insurance coverage and benefits.

Responsibilities

• Act as the main contact for customers through both phone and digital platforms, expertly handling complex inquiries related to policies, billing, coverage, and services with professionalism and empathy.
• Implement defined rules and approved exceptions to address non-standard and sensitive customer cases.
• Leverage AI-driven tools that offer step-by-step guidance, suggested actions, and interaction summaries to improve efficiency and accuracy in responding to customer needs.
• Ensure accuracy and compliance by reviewing AI-generated call summaries and case notes prior to submission.
• Keep thorough, accurate, and timely records of all customer interactions in line with privacy, regulatory, and recordkeeping requirements.
• Detect issues that require escalation and collaborate with supervisors and specialized teams for resolution.
• Contribute feedback about recurring problems, knowledge deficiencies, or potential process improvements.
• Engage in mandatory training sessions and continuous skill development regarding products, processes, systems, and AI-supported tools.

Qualifications

• Minimum of one year in a customer-facing role, such as retail, healthcare, hospitality, financial services, or call centers.
• Proven ability to resolve complex customer issues using multiple systems such as CRM platforms and knowledge bases.
• Capacity to exercise sound judgment in unique situations while adhering to established guidelines and compliance mandates.
• Excellent verbal and written communication skills for clear explanation and information interpretation.
• Flexibility to work scheduled shifts from 7:00 AM to 10:00 PM CT, Monday through Friday, with advance notice and occasional overtime or shift changes.
• Residency within commuting distance of Warwick, RI; Cary, NC; or Oriskany, NY is required.
• Completion of virtual training starting September 28, 2026, followed by in-person training from November 11-24, 2026; post-training, the role is remote.
• High school diploma or equivalent educational credential.

Preferred Experience

• Two or more years in regulated sectors such as insurance, financial services, or healthcare.
• Familiarity with AI-assisted service applications like CoPilot and guided decision workflows.
• Experience managing escalations, complaints, or sensitive interactions.
• Understanding of data protection, authentication, and compliance in regulated environments.

Compensation and Benefits

The role offers an annual salary around $41,600, with eligibility for additional annual short-term incentives and stock-based long-term rewards, subject to plan conditions. MetLife provides comprehensive benefits addressing physical and mental health, financial wellness, and family support, including medical, dental, vision, disability coverage at no cost, company-paid life insurance, legal services, pension and 401(k) with matching contributions, voluntary insurance discounts, employee assistance programs, parental leave, paid time off, holidays, volunteer time off, and tuition assistance.

Additional Information

MetLife is recognized by Fortune as one of the most admired and best workplaces globally and operates in multiple markets worldwide, committed to fostering an inclusive and equitable working environment. The employer maintains a drug-free workplace and complies strictly with applicable employment laws, including prohibitions against lie detector testing in Massachusetts. Reasonable accommodations for applicants with disabilities are available upon request.