Customer Care Advocate

About the role

As a Customer Care Advocate you will be the primary voice of MetLife, assisting customers through phone and digital channels. You will help resolve complex insurance and benefits questions with empathy, using AI‑powered tools to guide conversations and ensure accurate, efficient service.

Key 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 improve accuracy and efficiency.
• Review and validate AI‑generated call summaries and case notes before final submission, ensuring 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.

Required profile

• At least 1 year of experience in a customer‑facing role such as call centre, retail, healthcare, hospitality or financial services.
• Strong communication skills and ability to handle complex, sensitive situations.
• Willingness to follow established guidelines and protect customer information.

Required skills