Hiring: Customer Care Advocate Company: MetLife Location: Oriskany, NY Job Posted Time: 2026-09-16 12:33:40 About the job Experience: •1+ years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or similar) •2+ years of experience in insurance, financial services, healthcare, or another regulated industry Required Skills: •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 •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 Qualifications: •Demonstrated capacity 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 •Demonstrated capacity 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 Warwick, RI; Cary, NC; or Oriskany, NY; Virtual training required starting 9/28/2026; In Person Nesting 11/11/2026 - 11/24/2026; role is virtual following training completion •High school diploma or equivalent •Operational familiarity with authentication, data protection, and compliance standards in a regulated environment •The expected salary range for this position is •. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. 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!