_________________________________________________________________________________ Principal Responsibilities: * Act as the customer’s advocate within MetLife to secure a resolution for the customer’s issue. * Performs root cause analysis specific to complex or elevated customer issues, identifies trends and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers. * Interacts with several levels within the organization to resolve customer escalations. * Investigates and resolves customer concerns while maintaining the highest standards of objectivity and integrity. * Utilizes available resources to enhance trending analysis. Makes recommendations about potential service or process improvements based on the nature of customer trends being identified. * Establishes, maintains and fosters favorable relationships with internal and external customers. * Prepares detailed responses to customers via telephone or written correspondence. Job Requirements * Minimum 3 years experience working with Disability Products in a customer service role. * Bachelor's degree, preferred but not required. * Known as the "go to person" in your group - experience assisting customers with problem resolution. * Excellent organizational skills. Demonstrated ability to manage stress. * Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products as well as administrative, claims, underwriting and marketing organizations. * Communicates Effectively: Excellent oral & written communication skills, superior telephone etiquette, excellent listening skills and ability to articulate ideas. * Customer Focused: Ability to understand and respond clearly to customers in a dynamic, fast-paced environment while promoting a quality image of MetLife. * Expertise in product knowledge (STD/LTD/FML) * Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers. * Ability to "think out of the box" to generate innovative process improvements. * Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can/will change to meet business needs. 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.