Job Description

Job Location: United States : North Carolina : Cary

Alternate Job Location: Not Applicable : Not Applicable

Role Value Proposition:

We are actively hiring Customer Service Representatives (CSR II). As a CSR II, you will handle customer service inquiries via the telephone and/or email and resolves problems. Use computerized systems for tracking, information gathering, and/or troubleshooting. Maintain quality service by following policies and procedures and reporting needed changes. And, contribute to team effort by accomplishing related results as needed. The successful candidate will leverage effective listening skills, an attention to detail, strong intellectual curiosity and an honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.

In return, we will provide the following to enhance your success and engagement from day one and throughout your career.

* Participation in our comprehensive benefits package which consists of medical, dental & life insurance, retirement plans, paid holidays, vacation time and a variety of programs designed to strengthen and reward your performance.

Key Responsibilities:

* Respond to customer requests via telephone or email, providing excellent service to MetLifes customers who have insurance or other financial service products or benefit plans.
* 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 MetLife using strong 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 customers inquiry.

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

Essential Business Experience and Technical Skills:

* 1 year customer service experience.
* An ability to work an 8 hour shift during the hours of operation of 8 AM to 11 PM Monday Friday; must be flexible in regards to overtime & shift worked, which may change based on business needs.

Preferred Qualifications:
* High School diploma, GED
* Some college experience, trade or professional certification.
* Insurance or Financial Services industry experience or Product specific experience.
* Prior Call Center experience is highly preferred.
* A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
* A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
* Strong computer/keyboard skills as well as solid math, analytical and problem solving skills.
* Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife.
Who is Global Customer Care?
Global Customer Care is MetLifes Contact Center organization. We provide support of key insurance and protection products within the Americas business. The team covers MetLife products, both for individual and employer groups, including Property & Casualty, Dental, Annuities, Life, Disability, Critical and Long Term Care, and more. The team provides world-class Customer Service and Sales support to customers via phone and email. They are committed to making a difference through every customer experience.

Business Category

Global Technology & Operations

Number of Openings

11

Contact Information

Ashley Lonsinger Ashley.L.Lonsinger@metlife.com

Hiring Manager

Becki Alexander

At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.

MetLife:

MetLife, through its subsidiaries and affiliates, is one of the worlds leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are one of the largest institutional investors in the U.S. with $651 billion of total assets under management as of September 30, 2020. We are ranked 48 on the Fortune 500 list for 2020. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

Requisition : 115720