Virtual Customer Care Advocate - Annuities, Series 6

Role Value Proposition:

As a leader in insurance, MetLife never underestimates the significance of the impact made by associates. We are the country’s number one underwriter of employer-sponsored programs, insuring over one million automobiles and homes in the US through group plans. We are also the 11th largest provider of personal lines, auto, homeowners and related insurance. How do we do it? The associates, of course!

We are actively hiring Customer Service Representatives for our Annuities product line with our Warwick and Dayton team! As a Customer Service Rep, you will receive in-bound customer service inquiries via the telephone and/or email and resolve problems by putting customers at the heart of all you do. 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.

To enhance your success and engagement from day one and throughout your career, we provide various benefits including, but most definitely, not limited to:

• Paid training
• Dental, medical & life insurance
• Retirement plans including 401(k)
• Paid time off
• Paid overtime
• Programs designed to strengthen and reward your performance
• 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.

Key Responsibilities:

• Answers and documents incoming calls from Financial Service Representatives and/or clients to respond to their inquiries and/or provide status updates and policy provisions of fixed and variable annuity products.
• Completes financial transactions over the phone including withdrawals and changes to investment allocations. Educates Financial Service Representatives on market requirements, processes, contract provisions, and annuity products, providing 'Best in Class' customer service.
• Uses computerized systems to track, troubleshoot and gather information while tracking and reporting consistent issues or problem.
• Researches and responds to errors, application and contract discrepancies, and processing delays. Researches special requests made by Financial Service Representatives and acts as a liaison between the representative and Annuity Operations.

Essential Business Experience and Technical Skills:

Required:

• High school diploma or equivalent required
• 2+ years customer service experience required
• FINRA Series 6 license
• Ability to work during the hours of operation of 8:30am-6:30pm EST Monday-Friday; must be flexible in regards to overtime & shift worked, which may change based on business needs.

Preferred:

• Some additional educational experience or a trade or professional certification is preferred; Bachelor’s Degree in Business/Finance strongly preferred
• Insurance or Financial Services industry experience or Product specific experience strongly preferred
• Prior Call Center experience is preferred
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• 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.
• 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.