Location: Virtual

Summary of Responsibilities:

This position is responsible for responding to questions, concerns or suggestions from customers as well as providing timely and frequent updates as to issue resolution. As a Customer Advocate, you will facilitate this by bringing together appropriate resources across the enterprise and recommending procedural changes that will ensure no repetition of the issue. Achieves service recovery by using advanced customer service and conflict resolution skills to assure the customer’s relationship with MetLife is enhanced and maintained.

Principal Responsibilities:

• Act as the customer’s advocate within MetLife to secure a resolution for the customer’s issue.

• Performs root cause analysis specific to complex or elevated customer issues, identifies trends and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers.

• Interacts with several levels within the organization to resolve customer escalations.

• Investigates and resolves customer concerns while maintaining the highest standards of objectivity and integrity.

• Utilizes available resources to enhance trending analysis. Makes recommendations about potential service or process improvements based on the nature of customer trends being identified.

• Establishes, maintains, and fosters favorable relationships with internal and external customers.

• Prepares detailed responses to customers via telephone or written correspondence.

Job Requirements

Required:

• Minimum 3 years’ experience working in a disability claims customer service role. Expertise in product knowledge (STD/LTD/FML)

• Known as the "go to person" in your group - experience assisting customers with problem resolution.

• Excellent organizational skills. Demonstrated ability to manage stress.

• Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products as well as administrative, claims, underwriting and marketing organizations.

• Communicates Effectively: Excellent oral & written communication skills, superior telephone etiquette, excellent listening skills and ability to articulate ideas.

• Customer Focused: Ability to understand and respond clearly to customers in a dynamic, fast-paced environment while promoting a quality image of MetLife.

• Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers.

• Ability to "think out of the box" to generate innovative process improvements.

• Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can/will change to meet business needs.

  Preferred:

• Experience working with MetLife Disability Products in a customer service role.

• Bachelor's degree

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.