TCA Customer Service Representative

MetLife is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits, and asset management. They are seeking a TCA Customer Service Representative to initiate callouts to new Total Control Account accountholders, educate them about account features, and assist with their inquiries while displaying empathy and professionalism.

Responsibilities:

• Clearly educate the caller on the benefits of a Total Control Account and answer any questions or address any concerns the accountholder may have
• Explain options available to access their funds
• Offer to order a Visa Debit Card for the account
• Attempt to educate and retain accountholders who may be unsure about keeping their TCA account by reviewing the interest rate and other account benefits

Requirements:

• Requires a high school diploma or equivalent is required
• 1-3 years of experience in the field or in a customer service role is preferred
• Work under immediate supervision reporting to an immediate supervisor
• Relevant work experience, especially call center and adhering to call center metrics (average handle time and after call work)
• Intermediate knowledge of insurance products and provisions
• Candidate needs to be organized, upbeat, empathetic, exhibit active listening skills, and be open to making adjustments based on feedback and coaching
• Exceptional customer service experience in a professional work environment
• Good Analytical skills
• PC knowledge (Microsoft Word and Excel)
• Excellent oral and written communication skills
• Ability to adjust and respond positively to multiple demands and shifting priorities
• Ability to plan and organize time and priorities to achieve business results
• Takes personal accountability for follow-through on customer commitments
• Works collaboratively with others, shares best practices and assists teammates with work
• Ability to deal with people in stressful situations
• Ability to introduce new ideas to improve work processes
• Ability to maintain confidentiality
• Ability to work periodic overtime
• Live within 50 miles of our Warwick, RI office or Oriskany, NY office
• Ability to work from home which includes high-speed internet (500-650 kbps) and a quiet place to work that is secure
• Able to use video during interviews, coaching, and virtual training
• An ability to work during the hours of operation of Monday-Friday 8:30am – 5:00pm EST
• No time off planned during training
• Comfortable working in a team environment, must be able to work with teammates