Job Location:  Tampa, Florida
Role Value Proposition :  Provides billing administration and solutions to MetLife group customers across all markets, products and customer billing arrangements.  Responsible for the overall customer billing experience and delivering service excellence to standard group customers.
Key Responsibilities :
• Builds and maintains strong relationships with group customers and internal partners.  Serves as key contact to call center on complex issues.  Resolves and responds directly to group customer regarding billing inquiries and issues.  May include other internal partners in resolution.  Participates in escalation calls as billing expert with Customer, Broker, Sales and Service as situation warrants.
• Conducts proactive outreach to group customers regarding payment discrepancies, misdirected payments, cash received without backup, missing remits, missing payments and overpayments.  Offers situation specific alternatives and solutions to assist customers.
• Educates customers on the billing and remittance processes and provides ongoing guidance and support to make billing administration easy for them.
• Performs functions critical to the accuracy of billing for assigned group customers including: daily review and analysis of error reports; suspense management; billing vs remit discrepancies; billing master schedule updates; final bill hold review and release; eligibility updates and identification of D&U.
• Completes group level reconciliations and payment history review.  Makes decisions regarding refunds, write-offs and reinstatements.
Required Experience:
• Demonstrated customer service skills with the ability to communicate both verbally and in writing.  Experience handling pressure situations with professionalism and tack.
• Demonstrated math problem solving skills, including attention to detail, analytical thinking and decisiveness.
• Bachelor’s Degree or related business experience.
Preferred Experience :
• Prior billing experience including reconciliations and payroll processing.
• Experience working directly with customers to resolve issues.
• Experience with insurance/financial systems.
• Advanced knowledge of Excel.
At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.
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 #: 121118