TCA Customer Service Representative

MetLife is a leading financial services company providing insurance and asset management solutions. The TCA Customer Service Representative will initiate calls to new Total Control Account accountholders, educating them on account benefits and options for accessing their funds while providing empathetic support.

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
• 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. (Hotspots and use of Wifi are not allowed – high internet speed is required)
• 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. These are both the training and work hours. No time off planned during training
• Comfortable working in a team environment, must be able to work with teammates
• 1-3 years of experience in the field or in a customer service role is preferred
• 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 adjusting 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