Customer Care Advocate

Role overview

MetLife’s Global Customer Service and Operations team focuses on delivering customer care through empathy, trust, and continuous improvement. In this role, you will help customers through important life moments, handle questions and issues, and support smoother service experiences using both human judgment and technology. The position is designed to contribute to operational excellence while helping customers feel supported and confident in their coverage decisions.

What you’ll do

The Customer Care Advocate works with customers by phone and digital channels to resolve insurance and benefits questions from start to finish. You will use approved processes, sound judgment, and AI-supported tools to manage inquiries accurately, document interactions carefully, and escalate cases when needed. The role emphasizes clear communication, compliance, and strong customer advocacy.

• Act as the main contact for customers across phone and digital channels, handling complex policy, coverage, billing, and service matters through to resolution.
• Use established rules and exception-handling steps to address unusual or sensitive situations appropriately.
• Work with AI-enabled tools that guide workflows, recommend next steps, and help summarize customer interactions.
• Check AI-generated summaries and case notes before submitting them to make sure they are accurate and reflect the customer’s intent.
• Keep customer records complete, correct, and up to date in line with privacy, recordkeeping, and regulatory standards.
• Identify cases that need escalation and partner with internal teams, leaders, or specialists to resolve them.
• Share feedback about repeated issues, knowledge gaps, or process improvements through the company’s feedback channels.
• Take part in required training and ongoing development for products, systems, processes, and AI-based tools.

What you need

This position is open to candidates with customer-facing experience and strong communication skills. No background in insurance is necessary, but you should be comfortable working within guidelines, handling complex situations, and learning new tools and processes. Scheduled work may include shifts within the stated operating hours, and flexibility may be needed for overtime or shift changes.

• At least 1 year of experience in a customer-facing role such as call center, retail, healthcare, financial services, hospitality, or a similar field.
• Experience resolving complex issues using multiple systems such as CRM platforms, knowledge bases, or customer communication tools.
• Ability to make sound judgments in non-routine situations while following compliance and procedural requirements.
• Strong spoken and written communication skills with the ability to explain information clearly.
• Availability to work scheduled shifts between 7:00 AM and 10:00 PM CT, Monday through Friday, with advance notice of schedules and possible overtime or shift changes based on business needs.
• Must live within commuting distance of Tampa, FL.
• Virtual training begins on 9/28/2026, and the role 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.
• Experience using AI-assisted service tools such as Copilot, automated summarization, or guided decision workflows.
• Experience managing escalations, complaints, or sensitive customer conversations.
• Familiarity with authentication, data protection, and compliance practices in regulated environments.

Compensation and benefits

The expected pay for this position is $41,600 per year. The role may also qualify for annual short-term incentive pay and stock-based long-term incentives, subject to the applicable plan terms. Benefits include medical, prescription drug, and vision coverage; dental insurance; no-cost short- and long-term disability; company-paid life insurance and legal services; a pension fully funded by MetLife; a 401(k) with employer match; discounts on voluntary insurance products such as auto, home, pet, critical illness, hospital indemnity, and accident coverage; an Employee Assistance Program; digital mental health resources; parental leave; paid time off; paid holidays; volunteer time off; tuition assistance; and other programs supporting physical, mental, family, and financial well-being.

About MetLife

MetLife is a major global financial services company offering insurance, annuities, employee benefits, and asset management to individual and institutional customers across more than 40 markets. The company is recognized among leading workplace and business rankings and is guided by values centered on teamwork, integrity, impact, and forward thinking.

Equal opportunity and workplace policies

MetLife is committed to equal employment opportunity and makes hiring decisions without regard to protected characteristics under applicable law. If you need a disability-related accommodation during the application process, you may request support by email, and the information will be kept confidential and used only to determine an appropriate accommodation. MetLife also maintains a drug-free workplace. Massachusetts law prohibits requiring or administering a lie detector test as a condition of employment or continued employment.

Work environment and schedule notes

This role is based in Tampa, Florida, and requires commuting distance from that location. The position follows a virtual model after training, with training starting on 9/28/2026. Work hours are scheduled within Monday through Friday, 7:00 AM to 10:00 PM CT, and advance notice of schedules is provided, though flexibility for overtime and shift adjustments may be needed depending on business requirements.