Customer Care Advocate

MetLife is hiring a Customer Care Advocate for its Global Customer Solutions and Operations (GCSO) contact center team supporting group disability customers. The role handles inbound phone and email inquiries, resolves complex issues, and delivers an exceptional customer experience in a full-time virtual setup with in-person training.

• Respond to inbound customer requests via telephone and/or email and provide solutions aligned to customer needs.

• Research inquiries related to products, policy provisions, claim status, and procedures.

• Process transactions efficiently; refer policy modifications to appropriate teams and track responses to completion.

• Strengthen customer relationships using effective communication, active listening, and empathy (including emotionally sensitive disability-related calls).

• Access and navigate multiple electronic systems to deliver complete, integrated responses.

• Support special product/service campaigns when needed.

• Maintain professionalism, avoid blame, and continuously look for ways to improve performance and processes.

• Participate in periodic onsite visits for meetings, training, and team events as required.

• Must live within a commutable distance of Omaha, NE.

• 2+ years of customer service experience.

• Ability to work shifts during hours of operation between 7:00 AM and 10:00 PM CT, Monday through Friday; flexibility for overtime and shift changes based on business needs.

• Availability to attend mandatory paid training starting April 27 and be present for all training days.

• Preferred: High school diploma or GED; some college or professional certification.

• Preferred: Insurance/financial services experience and prior call center experience.

• Preferred: Strong computer/keyboard skills; solid math, analytical, and critical thinking skills.

• Preferred: Excellent listening and professional written/oral communication skills; ability to communicate empathetically and build trust.

• Full-time virtual role (work from a home office) with in-person training and periodic onsite visits as needed.

• Hours: between 7:00 AM and 10:00 PM CT, Monday through Friday; overtime may be required.

• Pay: $20/hour; may be eligible for annual short-term incentive compensation (per plan terms).

• Benefits include paid training, medical/prescription/vision, dental, life insurance, no-cost short- and long-term disability, retirement pension, 401(k) with employer matching, paid time off, paid overtime, EAP and mental health programs, parental leave, volunteer time off, tuition assistance, and additional voluntary insurance discounts.