TCA Customer Service Representative

MetLife • Warwick, RI • 2h ago

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 similar to 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.

How You'll Help Us Build a Confident Future (Key Responsibilities)

Associates must rely on instructions and pre-established guidelines to perform the functions of the job. Below are some common topics associates can expect to discuss with our potential customers:

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.

Knowledge/Skills/Competencies Preferred:

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

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 making adjustments 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.

Additional Requirements:

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.

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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