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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 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.