• Listen and respond to customer queries via phone and email • Provide accurate, valid, and complete information based on customer requests • Identify and assess customer needs to ensure high levels of satisfaction • Deliver professional customer support while maintaining excellent service quality • Handle customer interactions in Czech and English • Work collaboratively with an international and supportive team

• Managing all aspects of sales and retentions for targeted accounts • Participation in RFP/bid process, client presentations, workshops, pricing, staffing configurations • Transitioning bid intelligence on successful wins/retentions to core servicing team • Understanding BCD sales cycle, tools, products, processes related to operations • Identifying best solutions for customers • Delivering bid/retention intelligence to operations during implementations • Liaising with operational teams regarding capacity and planning • Establishing relationships with PM stakeholders and owning partnership with operations • Collaborating with GPO on target retentions requiring operational guidance

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 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 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 Possesses knowledge of company products and services to independently handle situations on multi-channel and omni-channel Customer communications that are addressed and responded to consistently and timely in a manner which satisfies Customer needs and retains business. - Serves as a subject matter expert conveying complex insurance terminology and processes into a simple message tailored for the Customer to promote understanding. - Ability to assist company employees with claim inquiries and account review. - Displays a high degree of evaluation and analysis to provide recommendations and resolution to complex situations. - Acts independently in a professional, knowledgeable, positive, timely, and customer-focused manner. - Works effectively under pressure in a fast-paced environment. - Demonstrates a consistent proactive approach for problem solving and providing solutions. - Proactively informs leadership immediately if repetitive issues arise. - Utilizes the ability to independently research and analyze complex Customer complaints to provide the best possible Customer Experience. - Consistently follows and adheres to stated department metrics such as minimum call flow accuracy levels, schedule adherence, and availability requirements. - Achieves a minimum number of multi-channel and omni-channel Customer communications, including Customer escalations. - Works with leadership to ensure average handle times and after call work times at individual and team levels are met. - Provides training and development of other team members and acts as primary point of contact for escalated Customer communications. - Helps to identify opportunities for improving overall team performance while maintaining a positive, collaborative tone. Qualifications - 5-7 years of customer-focused experience in lieu of Bachelor's degree. - Excellent verbal and written communication skills with the ability to explain complex situations in a clear format. - Ability to deliver constructive feedback. - Interpersonal skills and the ability to develop and maintain relationships with peers and leaders. - Good organizational, administrative, and time management skills. - Ability to be action-oriented and focus on timely completion of tasks. - Excellent decision quality. - Exceptional skills in keyboard, PC Windows-based software, and Microsoft Office. - Drive for results through self-motivation and attention to detail. - Creative in finding solutions to Customers' needs. - Critical thinking. - Active listening skills. - Adaptability, stress tolerance, empathy, and resilience. - Ability to be flexible in work schedule, including reliability and a willingness to work overtime as needed. - Ability to keep composure and retain a positive tone and attitude. - Compassion for Customers with their changing needs. - Focused on providing the best Customer Experience. - May need the ability to speak Spanish. Company Description Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. - No Third Party Agencies or Submissions Will Be Accepted. - Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and/or the discretion of our clients. - Any and all information may change without notice. - We reserve the right to solely determine applicant suitability. - By your submission you agree to all terms herein.