AI-Driven Insurance Care Specialist

MetLife; Cary (NC); Hybrid; USD 37,000 - 46,000; Full time

Benefits offered by this job

Health plan

401(k) with employer matching

Life insurance

Paid time off

Job summary

MetLife’s Global Customer Service and Operations (GCSO) team seeks a Customer Care Advocate to assist customers across phone and digital channels, resolving insurance questions with empathy and clarity. Training, AI-guided workflows, and compliance support your day-to-day, with a hybrid work model and in-person training in Cary, NC.

Candidates should have 1+ years in customer-facing roles and strong communication skills.

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., CRM 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 Cary, NC; In-Person training required starting 11/16/2026; role is virtual following training completion
• High school diploma or equivalent

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

Skills

Customer service

Communication skills

Attention to detail

Education

High school diploma

Tools

CRM platforms

Knowledge bases

Customer communications systems

Job description

MetLife’s Global Customer Service and Operations (GCSO) team seeks a Customer Care Advocate to assist customers across phone and digital channels, resolving insurance questions with empathy and clarity. Training, AI-guided workflows, and compliance support your day-to-day, with a hybrid work model and in-person training in Cary, NC.

Candidates should have 1+ years in customer-facing roles and strong communication skills.