Disability Customer Advocate II - 13945

Description and Requirements
Job Description
Summary of Responsibilities:
This position is responsible for responding to questions, concerns or suggestions from customers as well as providing timely and frequent updates as to issue resolution. As a Customer Advocate, you will facilitate this by bringing together appropriate resources across the enterprise and recommending procedural changes that will ensure no repetition of the issue. Achieves service recovery by using advanced customer service and conflict resolution skills to assure the customer's relationship with MetLife is enhanced and maintained.
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Principal Responsibilities:

• Act as the customer's advocate within MetLife to secure a resolution for the customer's issue.
• Performs root cause analysis specific to complex or elevated customer issues, identifies trends and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers.
• Interacts with several levels within the organization to resolve customer escalations.
• Investigates and resolves customer concerns while maintaining the highest standards of objectivity and integrity.
• Utilizes available resources to enhance trending analysis. Makes recommendations about potential service or process improvements based on the nature of customer trends being identified.
• Establishes, maintains and fosters favorable relationships with internal and external customers.
• Prepares detailed responses to customers via telephone or written correspondence.

Job Requirements

• Minimum 3 years experience working with MetLife Disability Products in a customer service role.
• Bachelor's degree, preferred but not required.
• Known as the "go to person" in your group - experience assisting customers with problem resolution.
• Excellent organizational skills. Demonstrated ability to manage stress.
• Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products as well as administrative, claims, underwriting and marketing organizations.
• Communicates Effectively: Excellent oral & written communication skills, superior telephone etiquette, excellent listening skills and ability to articulate ideas.
• Customer Focused: Ability to understand and respond clearly to customers in a dynamic, fast-paced environment while promoting a quality image of MetLife.
• Expertise in product knowledge (STD/LTD/FML)
• Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers.
• Ability to "think out of the box" to generate innovative process improvements.
• Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can/will change to meet business needs.

The expected salary range for this position is $70,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
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 MetLife 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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards 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 [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife 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.
$70,000