Customer Care Advocate

Description and Requirements

The Team You Will Join

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Opportunity

The Customer Care Advocate supports customers across phone and digital channels, helping navigate and resolve complex insurance and benefits questions with empathy and clarity while following clear guidelines and protecting customer information. You’ll be the voice of MetLife in important moments, providing end-to-end support that helps customers feel confident and advocated for in their coverage and decisions.

Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy, you’ll work in a team-based environment backed by paid training and AI-powered tools that help guide your conversations and simplify your day-to-day work. No prior insurance experience is required. If you have at least one year of experience in a customer-facing role such as retail, healthcare, hospitality, or financial services, this is a meaningful entry point into a long-term career at one of the world’s leading insurance and financial services companies.

Key Responsibilities

• Serve as the primary point of contact for customers across phone and digital channels, resolving complex policy, coverage, billing, and service inquiries end-to-end with professionalism and care
• Apply established guidelines and approved exception processes to resolve non-routine issues, including complex and sensitive customer situations
• Utilize AI-powered tools that provide guided workflows, suggest next steps, and support summarization of customer interactions to provide accuracy and efficiency in resolving customer needs
• Review and validate AI-generated call summaries and case notes before final submission, exercising judgment to ensure accuracy and alignment with policy, procedure, and customer intent
• Maintain accurate, complete, and timely documentation of customer interactions in accordance with recordkeeping, privacy, and regulatory requirements
• Identify issues requiring escalation and coordinate with internal partners, supervisors, or specialist teams to achieve resolution
• Provide input on recurring issues, knowledge gaps, or process improvement opportunities through established feedback mechanisms
• Participate in required training and ongoing skill development related to products, processes, systems, and AI-enabled tools

Required Qualifications

• 1 years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or similar)
• Experience resolving complex customer issues across multiple systems (e.g., Customer Relationship Management platforms, knowledge bases, or customer communication systems)
• Ability to apply judgment in non-routine situations while working within defined guidelines and compliance requirements
• Strong verbal and written communication skills with the ability to interpret and explain information clearly to customers
• Ability to work scheduled shifts within operating hours of 7:00 AM – 10:00 PM CT, Monday through Friday, with advance notice of schedules provided and some flexibility required for overtime and shift changes based on business needs
• Must reside within commutable distance of Omaha, NE; initial onsite training required; role is virtual following training completion
• High school diploma or equivalent

Preferred Qualifications

• 2 years of experience in insurance, financial services, healthcare, or another regulated industry
• Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows
• Experience handling escalations, complaints, or sensitive customer situations
• Familiarity with authentication, data protection, and compliance standards in a regulated environment

The expected salary range for this position is $41,600/year.

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.

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, paid time off, paid holidays, 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 accommodations@metlife.com. 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.