Insurance Customer Care Advocate

MetLife; Warwick (RI); Hybrid; USD 37,000 - 46,000; Full time

Benefits offered by this job

Hybrid role

Paid training

AI-enabled tools

Job summary

MetLife is seeking a Customer Care Advocate to support customers via phone and digital channels, handling insurance and benefits inquiries with empathy and accuracy. The role leverages AI-guided workflows and requires no prior insurance experience, with paid training and a structured path into a long-term career at a global leader in financial services.

You will join a team dedicated to trust and continuous improvement, delivering end-to-end support while protecting customer information.

Qualifications

• 1+ years of customer service experience in a customer-facing role.
• Experience resolving complex customer issues across multiple systems.
• Ability to work scheduled shifts within operating hours (7:00 AM - 10:00 PM CT) with flexibility for overtime.
• Must reside within commutable distance of Warwick, RI; Cary, NC; or Oriskany, NY.
• 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.
• Apply established guidelines and approved exception processes to resolve non-routine issues.
• Utilize AI-powered tools that provide guided workflows and support summarization of interactions.
• Review and validate AI-generated call summaries and case notes for accuracy and alignment with policy.
• Maintain accurate documentation of customer interactions in line with privacy and regulatory requirements.
• Identify issues requiring escalation and coordinate with internal partners to resolve them.
• Provide input on recurring issues and process improvements through feedback mechanisms.
• Participate in required training and ongoing skill development.

Skills

Customer service experience

Communication skills

Schedule flexibility

Residency/commutable distance

Experience with AI‑powered tools

Education

High school diploma

Job description

MetLife is seeking a Customer Care Advocate to support customers via phone and digital channels, handling insurance and benefits inquiries with empathy and accuracy. The role leverages AI-guided workflows and requires no prior insurance experience, with paid training and a structured path into a long-term career at a global leader in financial services.

You will join a team dedicated to trust and continuous improvement, delivering end-to-end support while protecting customer information.