Disability Customer Advocate - 15103

Description and Requirements
Location: Must live within a commutable distance of the Oriskany, NY, Tampa, FL, Bloomfield, CT Aurora, IL, Cary, NC, Aurora, IL, Bridgewater, NJ, Omaha, NE, Warwick, RI, Clark Summit, PA, San Juan, PR, West Des Moines, IA office
Once a month in office for meetings
Summary
The Customer Advocate is responsible for managing and resolving complex or escalated customer concerns related to Disability products. In this role, you serve as the customer's voice within MetLife-coordinating with internal partners, identifying root causes, and ensuring timely, accurate, and empathetic communication throughout the resolution process. You will use advanced service recovery and conflict‑resolution skills to strengthen customer relationships and drive process improvements that reduce repeat issues.
Key Responsibilities

• Serve as the customer's advocate, taking ownership of escalated issues and coordinating with internal teams to ensure timely and accurate resolution.
• Perform root cause analysis to identify underlying issues and trends; partner with stakeholders to implement corrective actions and prevent recurrence.
• Engage with multiple levels across the organization to resolve complex or sensitive customer concerns.
• Maintain the highest level of objectivity, integrity, and professionalism when investigating issues.
• Use available tools and data to support trend analysis and recommend improvements to processes, workflows, or service delivery.
• Build and maintain strong working relationships with both internal and external customers.
• Prepare clear, detailed responses to customers via phone or written correspondence, ensuring consistent and proactive communication.
• Contribute to a culture of continuous improvement by identifying "out‑of‑the‑box" solutions and participating in service enhancement initiatives.

Required Qualifications

• Minimum 2 years of experience supporting Disability products (STD, LTD, FML) in a customer service environment.
• Recognized as a go‑to resource for resolving complex customer issues.
• Strong organizational skills and demonstrated ability to manage stress in a fast‑paced environment.
• Proven ability to quickly learn and understand MetLife products and internal processes (claims, underwriting, administration, marketing).
• Excellent communication skills-including verbal, written, listening, and professional phone etiquette.
• Strong customer‑focus mindset with the ability to engage confidently and empathetically with customers.
• Ability to work effectively in a team‑oriented environment to enhance service delivery.
• Strong problem‑solving skills and willingness to propose creative, innovative solutions.
• Flexibility to work varied shifts based on business needs.

Preferred Qualifications

• Bachelor's degree (preferred but not required).

The expected salary range for this position is $41,600 - $61,500. This role may also be eligible for annual short-term incentive compensation. 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, 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 [email protected]. 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.
$41,600 - $61,500