Customer Service Rep - Senior

MetLife is seeking Customer Care Advocates to join its Global Customer Solutions & Operations (GCSO) team. In this fully remote role, you will provide exceptional inbound customer support by assisting customers with insurance products, claims, billing, enrollments, and policy-related inquiries.

Responsibilities:

• Handle inbound customer calls and emails regarding insurance products and benefit plans
• Research policy information, claims, billing, enrollments, and plan details
• Process customer transactions accurately and route complex requests to the appropriate departments
• Deliver exceptional customer service through active listening, empathy, and effective communication
• Navigate multiple computer systems while documenting customer interactions
• Assist customers with Accident, Critical Illness, Hospital Indemnity, Group Accident, and Retiree Dental benefits
• Support customer service campaigns and ensure timely follow-up on customer requests
• Maintain professionalism while meeting quality, productivity, and customer satisfaction goals
• Participate in training and continuous improvement initiatives

Requirements:

• Minimum 2 years of customer service experience
• High School Diploma or GED required
• Ability to work a flexible schedule between 8:00 AM – 8:00 PM EST, Monday through Friday, including overtime and schedule changes based on business needs
• Strong computer, multitasking, and communication skills
• Ability to work independently in a remote environment
• Previous Call Center experience
• Insurance or Financial Services experience
• Experience with claims, benefits, or policy administration
• Some college coursework, trade school, or professional certification
• Strong analytical, problem-solving, and keyboarding skills
• Excellent verbal and written communication skills with a customer-first mindset