TCA Customer Service Representative

Join the nation’s largest non‑medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of Met Life’s Group Benefits team, you’ll deliver innovative benefits solutions – life, disability, dental, vision, and voluntary benefits – tailored to today’s employers and work forces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences.

Join us and be part of an organization committed to supporting customers when they need us most.

In this role the candidate will initiate a callout to new Total Control Account (TCA) account holders. TCA’s are financial accounts, which are like checking/saving accounts, and are interest‑bearing. Those that are eligible to receive a TCA are a recipient of a lump sum payout, which could be from Life Insurance Policy or Retirement account. A TCA account holder most likely has recently lost someone close to them;

a level of empathy is needed while maintaining an upbeat delivery and focus on education of account features and services. Associates must rely on instructions and pre‑established guidelines to perform the functions of the job.

• Clearly educate the caller on the benefits of a Total Control Account and answer any questions or address any concerns the account holder may have;
  Explain options available to access their funds;
• Offer to order a Visa Debit Card for the account;
• Attempt to educate and retain account holders who may be unsure about keeping their TCA account by reviewing the interest rate and other account benefits.

• High school diploma or equivalent.
• Live within 50 miles of our Warwick, RI office or Oriskany, NY office.
• Ability to work from home, which includes high‑speed internet (500‑650 kbps) and a quiet place to work that is secure. (Hotspots and use of WiFi are not allowed – high internet speed is required) or go into the Warwick, RI or Oriskany, NY office to work if there are problems with high‑speed internet.
• Able to use video during interviews, coaching, and virtual training.
• Availability to work during the hours of operation Monday‑Friday 8:30 am – 5:00 pm EST, which are both the training and work hours.

• 1‑3 years of experience in the field or in a customer service role is preferred.
• Intermediate knowledge of insurance products and provisions.
• Candidate needs to be organized, upbeat, empathetic, exhibit active listening skills, and be open to adjusting based on feedback and coaching. Exceptional customer service experience in a professional work environment.
• PC knowledge (Microsoft Word and Excel).
• Excellent oral and written communication skills.

The expected salary range for this position is $20 – $25 hourly. This role may also be eligible for annual short‑term incentive compensation and stock‑based long‑term incentives. All incentives and benefits are subject to the applicable plan terms.

Our U.S. benefits address holistic well‑being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no‑cost short‑ and long‑term disability. We also provide company‑paid life insurance and legal services, a retirement pension funded entirely by Met Life and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

Met Life is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at  This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
Met Life maintains a drug‑free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.