Hiring: Customer Care Advocate Company: MetLife Location: Cary, NC Job Posted Time: 2026-09-16 01:59:42 Employment Type: Full-time Target Skills & Keywords: Customer Service, Insurance & Benefits, Phone & Digital Support, CRM Platforms, AI-Powered Tools, Communication, Problem Solving, Documentation, Compliance, Escalation Management Experience: - 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) - No prior insurance experience required — paid training provided Required Skills: - 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 - Proficiency with AI-powered tools for guided workflows, suggested next steps, and interaction summarization - Reviewing and validating AI-generated call summaries and case notes for accuracy - Accurate, complete, and timely documentation of customer interactions in line with recordkeeping, privacy, and regulatory requirements - Identifying issues requiring escalation and coordinating with internal partners, supervisors, or specialist teams - Providing input on recurring issues, knowledge gaps, or process improvement opportunities Qualifications: - 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, complex, and sensitive customer situations - Maintain documentation in accordance with recordkeeping, privacy, and regulatory requirements - Participate in required training and ongoing skill development related to products, processes, systems, and AI-enabled tools - Ability to work scheduled shifts Compensation: Not specified Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!