Role Value Proposition:
Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. We’re looking for unique talent with fresh perspectives that can propel innovation. In this role you will be responsible for providing exemplary customer service by processing group long term care income insurance claims in a timely and accurate fashion.
Key Responsibilities:
• Handles incoming calls through the claim toll free lines
• Provides plan/policy and claim information, assists with submission of claims and makes outbound calls to gather missing information on incomplete claims.
• Conducts research when needed to resolve customer questions or complaints.
• Able to appropriately explain varying plan provisions to customers accurately and in a professional manner.
• Responds to telephone inquiries from insureds regarding specific claim details.
• Understands processes in entire department to assist callers with questions.
• Works closely with the claim analysts and care managers to provide a seamless customer experience.
• Outbound calls and letters to customers and providers to research incomplete claims.
• Escalates complaints and potential complaints appropriately.
• Documents calls in computer system.
• Completes letters, tasks and problem solving for resolution of customer issues.
• Contributes ideas that enhance service quality.
• Performs project work and other related duties as assigned or required.
Essential Business Experience and Technical Skills:
Required:
• High School Diploma.
• Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning.
• Strong problem solving and analytical skills.
• Ability to work independently.
• Comfortable working with multiple priorities in a changing environment.
• Ability to prioritize and maintain quality.
Preferred:
• Associate level or higher degree.
• At least 2 years experience in a direct customer service position preferred.
Business Category
MetLife:
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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies."
MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.
MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
MetLife maintains a drug-free workplace.
Requisition #: 120829