Pros

Seriously Excellent Pay.
Wonderful Benefits
Really nice co-workers and management staff.

Cons

A corporate changeover to follow the new model business method (saving money) resulted in a complete 180 in how Metlife treats their customers and employees.
They tightened rules for their already tiny monthly bonuses, took away standard privileges, and really put their supervisors (great people) in the unfortunate position of having to explain (constantly) the bad news to their teams.
As a former CSR, it really seemed to me they were trying to drive away people that had worked there for decades and had higher pay and seniority. (again, saving money)
Once the hurricanes came through, and people were getting denied for things their policy actually covered, it seemed hopeless to me and I quit.
Also, you often find yourself doing the jobs of field agents. They constantly call the center and have you do something inane because they can't be bothered to learn their software. This is probably half the calls I ever received.

Metlife was once a great company and like most other great companies, they stopped caring about people and only see them as dollar signs. It was really sad.

This is an ok company to work for if you're money driven, but if you're a compassionate person, run in the other direction!

Advice to Senior Management

The call-center management are all really great people, but if headquarters sets up heartless guidelines they've got to follow their orders. It's really terrible too because you can see it in their eyes they can't believe the stuff they have to say and do to keep their jobs.