Customer Care Advocate Omaha Service

Position: Customer Care Advocate Omaha Service 4 27 26
Role Value Proposition:

Are you someone that enjoys problem solving and putting customers first? Do you want to directly impact the lives of our customers? Then we have an amazing opportunity for you:
We are actively hiring Customer Care Advocates for our Global Customer Solutions and Operations (GCSO) contact center team, starting on April 27th. After paid training, you will join the in-bound customer service team putting customers at the heart of all you do.

Global Customer Service and Operations serve Met Life's customers around the world, fulfilling their servicing, underwriting, policy administration and claims needs. We are guided by our purpose, putting the customer at the center of everything we do. And, just like our customers are at the center, so are our people.

We strive to make sure our employees are heard, valued, and inspired to progress. We believe when all of us with our unique backgrounds, skills, perspectives, and voices come together; even more is possible.

As a leader in insurance, Met Life never underestimates the significance of the impact made by our associates. To enhance your success and engagement from day one and throughout your career, we provide numerous benefits including, but most definitely, not limited to:

* Competitive compensation at $20/hour.

* Paid training.

* Dental, medical & life insurance.

* Retirement plans including 401(k).

* Paid time off.

* Paid overtime.

* Programs designed to strengthen and reward your performance.

Job Title

Customer Care Advocate

Job Location

Omaha NE - Virtual with in person training. New Hires must live within a commutable distance of Omaha NE.

Summary of Responsibilities

Our Customer Care Advocates handle inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, diligence, strong noetic curiosity, and honest desire to ensure that every customer experience is exceptional.

With an understanding of the customers' needs and wants and a focus on delivering solutions that meets those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us. This is a full-time virtual position.

Group Disability:
What You Can Expect

Group disability insurance is a policy for a company, group, or organization which is meant to provide compensation for its members if they are unable to work and unable to get paid because of a disability. The companies that offer our group insurance are also customers of Met Life.

The customers who call into our call center call to file their claims, or to service their active claims. Call types include callers with disability, pregnancy and other serious health issues that prevent them from working. Call types can be emotional depending on the customers reason for filing.

The candidates selected for this position will be providing customer service to inbound customers calling our 800 number. Met Life has the highest expectations for our Customer Care Advocates to always provide an exceptional customer experience on every call.

* Always remain professional.

* Never place blame on the customer or employer.

* Make a customer connection.

* Continuous Improvement environment
- Always looking to improve both individual performance and the processes we have in place for Disability.

Principal Responsibilities

* Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.

* Respond to customer requests via telephone or email, providing excellent service to Met Life's customers who have insurance or other financial service products or benefit plans and providing solutions that best match the customers' needs.

* Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.

* Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.

* Enhance and strengthen the relationship between the customer and Met Life using effective communication skills, keen listening skills and empathy.

* Support special product and/or service campaigns as needed, or if solicited by the customer.

* Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.

* Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Required Qualifications

* New hires should live a commutable distance from the site the role is posted in.

* 2+ years of customer service experience.

* Flexible to work specific shifts during hours of operation between 7 AM and 10 PM CT, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need.

* This role has mandatory paid training starting on April…