Customer Services Representative

GED OR High School Diploma

Title: Customer Care Advocate - Oriskany – Group Life Products
Anticipated Class Start Date: 8/3/26
Location: Oriskany

Training type: In Person - Training Hours: 8:30-5pm EST Monday-Friday, 30-minute lunch (No time off planned during training until end of nesting.)
• Onboarding: First 3 Days
• Training Dates: 8/3/26 - 9/8/26
• Nesting: 9/9/26 - 9/22/26

After training hours:
•An ability to work during the hours of operation of Monday-Friday 8:00am – 11:00pm EST must be flexible in regard to shifts worked, which may change based on business needs.
• Schedules after training will be determined using ranking system based on performance in training. Temps will bid on available schedules that very throughout all hours of operation, 8:00am – 11:00pm EST. Ranking will be based on Progress Check scores and Behavior ratings.

Experience Requirements:
•Requires a high school diploma or equivalent is required.
•1-3 years of experience in the field or in customer service role is preferred. Work under immediate supervision reporting to an immediate supervisor.

Schedule and Internet Requirements:
• Assignment is virtual, with in person training. Associates near a client office would report to work in person 1 day a month or any day that you are unable to work from home (could be due to system issue, internet outage, poor etc).
•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 and ability to use ethernet is required).
• Able to use video during interviews, coaching, weekly huddles, and virtual training.
•An ability to work during the hours of operation of Monday-Friday 8:00am – 11:00pm EST must be flexible in regard to shifts worked, which may change based on business needs.
• No time off planned during training until end of nesting.

**Schedules after training will be determined using ranking system based on performance in training. Temps will bid on available schedules that very throughout all hours of operation, 8:00am – 11:00pm EST. Ranking will be based on Progress Check scores and Behavior ratings. Behaviors consist of:

Attendance •Ability to use reference materials

Class Participation •Interpersonal skills

Grasp of Material •Decision making

Confidence Level •Ownership of learning

Technical Skills •Adaptability and flexibility

Equipment Coordination:
- For this role you will be issued client equipment which consists of a laptop, 2 monitors, keyboard, mouse and docking station. You are required to return the equipment to MetLife within a week of your assignment ending.

Responsibilities / Expectations:
-Respond to customer requests via telephone, providing excellent service to MetLife’s customers who have or are looking to obtain a Life insurance policy through their employer.
-Customers can work with various companies and associates must rely on instructions and pre-established guidelines to perform the functions of the job.
-Processes transactions, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

Below are some common topics associates can expect to discuss with our customers:
- Enrolling or changing their life insurance amount
- Confirm or change beneficiary
- Policy Provisions (how policy works) IE: will it reduce with age, what policy covers, exclusions etc
- How to continue coverage when retired/leave employer
- Status of customer requests
- Billing inquiries