Customer Care Advocate

Role Overview

Join MetLife’s Global Customer Service and Operations team, where service is centered on empathy, trust, and ongoing improvement. In this role, you will help customers through meaningful moments, remove friction from complex processes, and contribute to a service experience built on operational excellence and collaborative support.

What You Will Do

The Customer Care Advocate serves customers across phone and digital channels, assisting with complex insurance and benefits questions while following established procedures and safeguarding customer data. You will represent MetLife during important interactions, providing complete support that helps customers make informed decisions with confidence.

This position is supported by paid training and AI-enabled tools that assist with guided workflows, conversation support, and day-to-day efficiency. Prior insurance experience is not required. Candidates with at least one year of experience in a customer-facing role such as retail, healthcare, hospitality, or financial services are encouraged to apply.

Key Responsibilities

• Act as the main contact for customers through phone and digital channels, handling policy, coverage, billing, and service questions from start to finish with professionalism and care.
• Use approved guidelines and exception-handling procedures to address complex, unusual, or sensitive customer situations.
• Work with AI-supported tools that recommend next steps, guide workflows, and help generate interaction summaries for greater accuracy and efficiency.
• Check AI-drafted call summaries and case notes before submitting them, ensuring they are accurate, complete, and aligned with policy and customer intent.
• Keep customer records detailed, accurate, and up to date in line with privacy, documentation, and regulatory expectations.
• Recognize matters that need escalation and partner with supervisors, internal teams, or specialists to move issues toward resolution.
• Share feedback on repeated problems, knowledge gaps, and process improvement opportunities through the company’s formal channels.
• Take part in mandatory training and ongoing learning on products, systems, processes, and AI-based support tools.

Requirements

• At least 1 year of experience in a customer-facing service role, such as call center, retail, healthcare, financial services, hospitality, or a similar environment.
• Experience resolving complex customer issues across multiple systems, such as CRM platforms, knowledge bases, or customer messaging tools.
• Ability to make sound decisions in non-routine situations while working within defined guidelines and compliance standards.
• Strong spoken and written communication skills, with the ability to explain information clearly and accurately.
• Availability to work scheduled shifts between 7:00 AM and 10:00 PM CT, Monday through Friday, with flexibility for overtime and schedule changes as needed.
• Must live within commuting distance of Cary, NC; in-person training starts on 9/21/2026, and the position becomes virtual after training is completed.
• High school diploma or equivalent.

Preferred Background

• 2 or more years of experience in insurance, financial services, healthcare, or another regulated industry.
• Hands-on experience with AI-assisted service tools such as Copilot, automated summarization, or guided decision support.
• Background handling escalations, complaints, or emotionally sensitive customer situations.
• Understanding of authentication, data protection, and compliance practices in regulated environments.

Compensation and Benefits

The expected pay for this role is $41,600 per year. The position may also qualify for annual short-term incentive pay and stock-based long-term incentives, subject to the applicable plan rules.

MetLife’s U.S. benefits package supports overall well-being through medical, prescription drug, vision, and dental coverage, along with no-cost short- and long-term disability coverage. Additional offerings include company-paid life insurance and legal services, a fully company-funded retirement pension, a 401(k) with employer match, discounts on voluntary insurance products such as auto, home, pet, critical illness, hospital indemnity, and accident coverage, plus an Employee Assistance Program, digital mental health resources, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance, and more.

About MetLife

MetLife is among the world’s leading financial services organizations, providing insurance, annuities, employee benefits, and asset management to individual and institutional customers. The company operates in more than 40 markets across the United States, Latin America, Asia, Europe, and the Middle East and has been recognized by Fortune among the world’s top workplaces and most admired companies.

Guided by its purpose to help colleagues, customers, communities, and the wider world build a more confident future, MetLife is driven by values that emphasize teamwork, integrity, impact, and forward thinking.

Equal Opportunity and Workplace Policies

MetLife is an equal opportunity employer and makes employment decisions without regard to protected characteristics under applicable law. Applicants who need a disability-related accommodation may contact accommodations@metlife.com; this information will be kept confidential and used only to support the application process. MetLife maintains a drug-free workplace. In Massachusetts, employers may not require or administer a lie detector test as a condition of employment or continued employment.