Client Service Center Representative at Metlife Legal Plans

Cleveland, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jul, 26

Salary

20.8

Posted On

07 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem Solving, Critical Thinking, Time Management, Phone Etiquette, Database Management, Microsoft Word, Microsoft Excel, Zendesk, CRM, Empathy, Troubleshooting, Mentoring

Industry

Legal Services

Description

Who We Are: MetLife Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys. We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit. It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love. MLP's Core 4: * Put customers first * Be the Best * Make things easier * Succeed together A day in the life of a Client Service Center Representative at MetLife Legal Plans: The Client Service Center Representative is responsible for delivering on our mission of creating the world’s best legal service for working families. You will handle inbound calls from customers in order to provide and process information in response to inquiries, concerns, and requests about products & services included in the legal plan offering. You will provide support for the member website and digital capabilities. Client Service Representatives will support the CSC department to deliver on strategic and departmental service level goals. Responsibilities * Answer on average 55-60 inbound phone calls per day lasting on average 5-6 minutes from current members, potential members and plan attorneys. Calls can pertain to providing information regarding using the plan, presenting all options and plan coverage, eligibility, written document requests and/or attorney referrals * Support members with website support and self-service capabilities * Process enrollment/cancellation requests * Record eligibility inquiries when a client does not appear as an eligible plan member * Record client inquiries for plan members with in-network attorney service issues * Work in a ticketing system to make call notes and/or updates for all contacts * Assist with on-the-job mentoring of new CSRs as needed * Assist with servicing members through chat and email contact channels if assigned * Other duties as required or assigned Ideal Qualifications * 2-5 years minimum of customer service experience * Positive attitude with outstanding communication skills * Ability to think critically, problem solve, communicate and manage task execution * Ability to interact effectively with other associates at all levels of the organization * Ability to interact effectively with all callers over the phone * Ability to learn and effectively navigate relevant computer systems * Be able to express empathy and trouble-shoot problems in a positive manner * Strong communication, client service, and time management skills What Will Make You Special * Previous experience working in a CRM, such as Zendesk or with cloud-based phone system technology * Actively applies feedback and strives to improve performance to meet or exceed departmental and individual goals * Knowledge of and proficiency in Microsoft Word, Excel and database management * Strong written communication skills * The ability to fluently read, write and speak Spanish * Bachelor’s degree from an accredited university Position Type and Expected Hours of Work: This is a full-time position. Days of work are Monday through Friday, hours range from 8:00 a.m. to 8:00 p.m. ET. Travel: This position requires no travel. Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.

Responsibilities

The representative handles inbound calls to provide information regarding legal plans, coverage, and eligibility to members and attorneys. They also manage website support, process enrollments, and maintain accurate records within a ticketing system.