Jobs for People with MS: National MS Society

Principal Responsibilities:

• Act as the customer’s advocate within MetLife to secure a resolution for the customer’s issue.

• Performs root cause analysis specific to complex or elevated customer issues, identifies trends and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers.

• Interacts with several levels within the organization to resolve customer escalations.

• Investigates and resolves customer concerns while maintaining the highest standards of objectivity and integrity.

• Utilizes available resources to enhance trending analysis. Makes recommendations about potential service or process improvements based on the nature of customer trends being identified.

• Establishes, maintains and fosters favorable relationships with internal and external customers.

• Prepares detailed responses to customers via telephone or written correspondence.

Job Requirements

• Minimum 3 years experience working with Disability Products in a customer service role.

• Bachelor's degree, preferred but not required.

• Known as the "go to person" in your group - experience assisting customers with problem resolution.

• Excellent organizational skills. Demonstrated ability to manage stress.

• Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products as well as administrative, claims, underwriting and marketing organizations.

• Communicates Effectively: Excellent oral & written communication skills, superior telephone etiquette, excellent listening skills and ability to articulate ideas.

• Customer Focused: Ability to understand and respond clearly to customers in a dynamic, fast-paced environment while promoting a quality image of MetLife.

• Expertise in product knowledge (STD/LTD/FML)

• Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers.

• Ability to "think out of the box" to generate innovative process improvements.

• Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can/will change to meet business needs.

Equal Employment Opportunity/Disability/Veterans

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.