Job Description

The Opportunity

In this role the candidate will initiate a callout to new Total Control Account (TCA) accountholders. TCA's are financial accounts, which are like checking/saving accounts, and are interest-bearing. Those that are eligible to receive a TCA are a recipient of a lump sum payout, which could be from Life Insurance Policy or Retirement account. A TCA accountholder most likely has recently lost someone close to them; a level of empathy is needed while maintaining an upbeat delivery and focus on education of account features and services. Associates must rely on instructions and pre-established guidelines to perform the functions of the job.

Key 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.

Required Qualifications

• 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) or go into the Warwick, RI or Oriskany, NY office to work if there are problems with high-speed internet.

• 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

Preferred Qualifications

• 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

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.

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.

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