Title: Utilities Customer Service Clerk Location: San Marcos United States Job Description: Salary $39,270.40 - $42,411.20 Annually Job Type Full-time Non-Exempt Job Number 202600036 Department Finance - Utility Billing FLSA Non-Exempt Work Hours Monday - Friday JOB SUMMARY The Utilities Customer Service Clerk facilitates utility billing and collections operations by providing customer service, processing payments, and maintaining accurate account records. This position supports service order requests, responds to inquiries, and ensures timely and accurate posting of utility transactions to promote efficient service delivery and customer satisfaction. ESSENTIAL FUNCTIONS The following list highlights the main responsibilities of this position. While it covers the core tasks, it may not include every duty that could be assigned. Employees may be asked to take on other responsibilities as needed to support the team and department. - Responds to customer inquiries regarding account balances, deposits, service connections, disconnections, and billing issues. - Processes utility payments received in person, by mail, or via drop box; posts transactions accurately. - Creates, updates, and maintains customer account information; processes service orders for new connections, move-ins, and move-outs. - Assists with account adjustments, credits, refunds, and balance transfers. - Generates billing corrections, NSF letters, and verification reports as needed. - Performs routine clerical tasks including data entry, filing, copying, and faxing. - Provides support for departmental staff and performs other duties as assigned. MINIMUM REQUIREMENTS & PREFERRED QUALIFICATIONS MINIMUM REQUIREMENTS - High school diploma or GED equivalent required. - One (1) year of customer service or clerical experience. - A valid Texas driver’s license with an acceptable driving record. PREFERRED QUALIFICATIONS - Experience in utility billing or a municipal customer service environment. - Proficiency in Microsoft Office and billing software systems. COMPETENCIES AND ENVIRONMENT KNOWLEDGE, SKILLS, AND ABILITIES - Knowledge of utility billing processes and rate schedules. - Strong customer service and communication skills. - Ability to maintain accurate records and process transactions efficiently. - Ability to work independently and manage multiple priorities in a fast-paced environment. PHYSICAL DEMANDS This position requires lifting up to 25 pounds occasionally. Frequent activities include sitting, handling, fine dexterity, vision, hearing, and talking. Occasional activities include standing, walking, pushing/pulling, reaching, and bending. Rare activities include climbing, balancing, and using foot controls. WORK ENVIRONMENT Work is primarily performed in an office setting with extended periods of sitting and frequent interaction with the public.

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., Customer Relationship Management platforms 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; Cary, NC; Bloomfield, NE; Oriskany, NY; or Warwick, RI. Initial virtual training required starting 7/20/2026; follow by two week of In-Person training, 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.

Role Description We are looking for an experienced Country Manager / Team Lead Customer Support for the Argentina market who will manage the support team, optimize operational processes, and ensure high customer satisfaction. The role requires leadership experience, strong communication skills, KPI management, and the ability to work in a fast-paced iGaming environment. Key Responsibilities - Manage and supervise customer support team for Argentina region - Monitor support KPIs and SLA performance - Optimize support workflows and internal processes - Train and onboard support agents - Handle escalations and VIP cases - Coordinate with CRM, Payments, Fraud, and Retention teams - Ensure high-quality customer support and fast response times - Prepare reports and support analytics Qualifications - 2+ years of experience in customer support management - Experience in iGaming or online casino industry - Experience leading and motivating teams - Strong communication and problem-solving skills - Experience with KPI and SLA management - Ability to work independently and make decisions quickly - Spanish — Fluent / Native - English — Upper-Intermediate or higher Requirements - Experience in LATAM markets - Experience with VIP support - Payments or fraud prevention experience - Experience building support processes from scratch - Russian — nice to have Benefits - Remote full-time position - Opportunity to grow into Regional Operations Manager or Head of LATAM Support - Dynamic international environment - Career growth opportunities - Long-term cooperation

• Monitor and manage the assignment of technical support requests within inbound queues, ensuring adherence to designated response times. • Recognize and report trends or similarities in support requests and collaborate with internal teams as necessary. • Research technologies to author comprehensive knowledge base articles for both internal use and end-user self-service. • Provide technical support and issue resolution via email, conducting thorough triaging to address customer account needs. • Collaborate with peers, mentors, our knowledge base, community forums and other internal tools, to provide the most effective, world-class solutions to our customers.