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Senior Call Center Lead

MetLife • Full-time • Remote (US) • $47.20k - $53k / year • 2w ago

Country

United States

Working Schedule

Full-Time

Work Arrangement

Virtual

Commutable Distance Required

Relocation Assistance Available

Posted Date

06-Jan-2025

Job ID

5921

Description and Requirements

Summary of Responsibilities:

Ensures that the team achieves or exceeds its business objectives in the area of Customer Experience. Resolves escalated customer issues regarding policy, claims, billing, etc. Ensures that the team has the knowledge, skills, and tools to be successful and provides support as appropriate. Takes on projects and works closely with all other departments within Pet.

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Principal Responsibilities:

Provide daily direction and communication to call center associates to ensure the team is performing optimally
Expeditiously and efficiently resolve customer escalated issues via phone, email and chat interactions
Provide policy clarification to Customer Experience team along with updates to new processes and procedures
Perform administrative tasks including, but not limited to, customer escalations, inter-department communication and policy change requests
Project lead, working closely with other departments to find solutions to issues that arise. Work to develop and enhance processes and procedures.

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Knowledge/Skills/Competencies Required:

High school diploma or equivalency
2+ years relevant experience in customer service
Working knowledge of Microsoft Office (Outlook, Word, Excel, Internet)

The salary range for applicants for this position is 47,200 - 53k.

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 2024 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™ for 2024, as well as the 2024 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 empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

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.

47,200 - 53k