Customer Care Advocate — AI-Driven Support

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

Benefits offered by this job

Health plan

401(k) with employer matching

Pension plan

Tuition assistance

EAP and digital mental health programs

Job summary

MetLife is seeking a Customer Care Advocate to support customers across phone and digital channels with empathy and clarity. You will use AI-guided workflows and ensure compliant, accurate documentation while navigating complex policy questions.

Training starts in Cary, NC with in-person sessions, then the role transitions to a virtual setup. A high school diploma is required, and customer-facing experience is valued for ongoing development within this trusted insurer.

Qualifications

• 1+ years of customer service experience in a customer-facing role.
• 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 and local training requirements.

Responsibilities

• Serve as the primary point of contact for customers across phone and digital channels, resolving 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.
• Review and validate AI-generated call summaries and case notes before final submission, ensuring accuracy and alignment with policy and customer intent.
• Maintain accurate, complete, and timely documentation of customer interactions in accordance with privacy and regulatory requirements.
• Identify issues requiring escalation and coordinate with internal partners to achieve resolution.

Skills

Customer service

Communication

Problem solving

Education

High school diploma

Job description

MetLife is seeking a Customer Care Advocate to support customers across phone and digital channels with empathy and clarity. You will use AI-guided workflows and ensure compliant, accurate documentation while navigating complex policy questions.

Training starts in Cary, NC with in-person sessions, then the role transitions to a virtual setup. A high school diploma is required, and customer-facing experience is valued for ongoing development within this trusted insurer.