Customer Care Advocate

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n n General Informationn

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Location

Warwick, Rhode Island

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n Working Schedulen

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n Full-Timen

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Work Arrangement

Hybrid

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n Relocation Assistance Availablen

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n Non

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n Posted Daten

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n 28-May-2026n

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n Job IDn

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n 17968n

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n n Description and Requirementsn

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The Team You Will Join

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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.

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The Opportunity

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Customer Care Advocates play a critical role in supporting U.S. customers by providing guidance and assistance with accessing and navigating their benefits through the MetLife website, both via phone and LivePerson (chat). In this role, associates serve as a trusted resource, helping customers understand their benefits, resolve issues, and ensure a seamless digital experience.

Advocates are expected to follow established processes and guidelines introduced during training, while demonstrating strong communication, problem-solving, and customer service skills. This role also requires a high level of accountability, including adherence to scheduled shifts and timely communication regarding any absences or schedule disruptions.

Our Customer Care Advocates contribute to overall team success by maintaining performance standards, supporting operational goals, and delivering a positive customer experience.

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Key Responsibilities

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• Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• At all times enhance and strengthen relationships between the customer and MetLife.
• Customer Care Advocates are expected to perform these responsibilities in a consistent, professional manner while displaying superior interpersonal and service skills.
• Servicing customers who possess a MetLife policy by responding to requests via telephone.
• Research and respond to requests and discuss options regarding various aspects of the policy and procedures.
• Assist with site access and refer requests for other policy modifications to appropriate areas.

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Required Qualifications

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• New hires should live in a commutable distance from the site the role is posted in.
• High school diploma or GED equivalent.
• Must have ability to work shifts between the hours of 8 AM and 11 PM ET, Monday through Friday. This includes evening shifts if needed (evening shifts can last until 11 PM ET).
• Strong knowledge of troubleshooting for different browsers (Chrome, Edge, Firefox), navigating multiple screens at once, clearing cookies and cache, screenshots etc.
• Must possess a professional and engaging phone voice and demonstrate a true desire to help people.

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Preferred Qualifications

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• Demonstrate ability to learn quickly and willingness to obtain functional knowledge and understanding of company products.
• Excellent active listening skills with ability to comprehend and articulate clearly to customers in a dynamic and fast-paced environment while promoting a world-class image of MetLife
• Demonstrate ability to work in a team environment to improve service to internal and external customers while also demonstrating an ability to work independently from home.
• Ability to generate innovative ideas for process improvements and problem-solving; Ability to work various shifts within hours of operation.
• Flexibility is a must, as your shift can change to meet business needs and additional hours may be asked per business need.

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The expected salary range for this position is $20 per hour. 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.

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n Benefits We Offer

nOur 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!

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About MetLife

Recognizednon Fortune magazine''s list of the "World''s Most Admired Companies",nFortune World's 25 Best Workplaces, as well as the Fortune 100 Best Companiesnto Work For, MetLife, through its subsidiaries and affiliates, is one of thenworld's leading financial services companies; providing insurance, annuities,nemployee benefits and asset management to individual and institutionalncustomers. With operations in more than 40 markets, we hold leading positionsnin the United States, Latin America, Asia, Europe, and the Middle East.

Our purposenis simple - to help our colleagues, customers, communities, and the world atnlarge create a more confident future. United by purpose and guided by our corenvalues - Win Together, Do the Right Thing, Deliver Impact Over Activity, andnThink Ahead - we're inspired to transform the next century in financialnservices. At MetLife, it's #AllTogetherPossible. Join us!

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nMetLife 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.

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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.

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