Description and Requirements The Team You Will Join On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time. The Opportunity The Customer Care Advocate supports customers across phone and digital channels, helping navigate and resolve complex insurance and benefits questions with empathy and clarity while following clear guidelines and protecting customer information. You'll be the voice of MetLife in important moments, providing end-to-end support that helps customers feel confident and advocated for in their coverage and decisions. Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy, you'll work in a team-based environment backed by paid training and AI-powered tools that help guide your conversations and simplify your day-to-day work. No prior insurance experience is required. If you have at least one year of experience in a customer-facing role such as retail, healthcare, hospitality, or financial services, this is a meaningful entry point into a long-term career at one of the world's leading insurance and financial services companies. 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 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 Required Qualifications - 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) - 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 - Ability 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 Omaha, NE; initial onsite training required; role is virtual following training completion - High school diploma or equivalent Preferred Qualifications - 2+ years of experience in insurance, financial services, healthcare, or another regulated industry - Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows - Experience handling escalations, complaints, or sensitive customer situations - Familiarity with authentication, data protection, and compliance standards in a regulated environment The expected salary range for this position is $41,600/year . 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. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

• To provide excellent customer service to our Clients • Answering the telephone and signing off calls • Handle inbound FNOL calls relating to motor insurance claims • Capture accurate and detailed information about the incident • Maintain compliance with industry regulations • Communicate clearly and professionally • Balance empathy and efficiency • Complaint handling

Role Description We are looking for a Customer Support Representative / Dispatcher to serve as the operational hub of the business. This is a dispatcher-first role , focused on coordinating technicians, managing schedules, and ensuring jobs are executed efficiently. In addition, you will support customer communication—especially during weekends and after-hours. The ideal candidate is highly organized, thrives under pressure, and can think critically to solve scheduling challenges in real time. What You’ll Do - Dispatching & Scheduling (Primary Responsibility) - Coordinate daily schedules for field technicians - Assign jobs based on location, urgency, and technician availability - Optimize routes and timing to maximize efficiency - Handle last-minute changes, cancellations, and urgent requests - Ensure technicians have all necessary job details before arrival - Operational Coordination - Act as the central communication hub between field staff and internal team - Provide technicians with site details, customer notes, and updates - Monitor job progress and adjust schedules as needed - Manage a high volume of moving pieces simultaneously - Customer Support (Secondary Responsibility) - Answer incoming customer calls and inquiries - Schedule service appointments and provide updates - Handle customer concerns and ensure a positive experience - Provide coverage for evenings and weekends as needed - Problem Solving & Optimization - Make complex scheduling decisions to optimize a lean team - Balance multiple priorities and time constraints - Think proactively to prevent scheduling conflicts - Continuously improve dispatching efficiency Qualifications - 2-5 years of experience in dispatching, customer support, or operations - Experience in home services (electrical, HVAC, plumbing, etc.) preferred - Strong experience managing schedules and coordinating field teams - Ability to work U.S. hours with weekend availability Requirements - Hands-on experience with ServiceTitan Core Competencies - Strong organizational and multitasking skills - Critical thinking and problem-solving ability - Ability to handle high-pressure, fast-paced environments - Excellent communication skills (written and verbal) - High attention to detail and accuracy - Reliability and accountability Technical Skills - ServiceTitan (required) - CRM and scheduling tools - Google Workspace / Microsoft Office - Phone and customer communication systems Work Schedule - Full-time, aligned with U.S. business hours - Must be available for weekend coverage - Flexibility for evening support when needed Work Environment - Fully remote role - Fast-paced, operations-heavy environment - High level of coordination with field technicians - Direct collaboration with operations leadership Who This Role is Ideal For - Experienced dispatchers who enjoy solving complex scheduling challenges - Candidates who thrive in fast-moving service environments - Detail-oriented professionals who can manage multiple priorities - Individuals comfortable balancing operations and customer support - Those looking for a long-term, stable remote role Why Join - Be a key player in daily business operations - Work closely with leadership and field teams - Gain experience in a growing home services company - Opportunity to make a direct impact on efficiency and customer satisfaction Equal Opportunity We are committed to building a diverse and inclusive team and encourage applicants from all backgrounds to apply.

• Handle domestic orders, which includes placing orders accurately and following up with distributors. • Communicating with customers via email and over the phone in relation to quotes, orders, returns, and discrepancies on their behalf. • Sourcing of products not available through our distribution centers, and sourcing back-orders not available at the prime buy location. • Support advertising inventory management, database maintenance, and logging incoming/outgoing customer calls. • Working as part of a close-knit team through regular communication with management, the sales team, production, purchasing and logistics.