Metlife is 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." Read employee reviews here
The successful candidate will leverage effective listening skills, an attention to detail, strong intellectual curiosity and an honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers’ needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.
Summary of Responsibilities:
The Customer Service Representative handles inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, an attention to detail, strong intellectual curiosity and honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers’ needs and wants and a focus on delivering solutions that meets those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.
Principal Responsibilities:
Respond to customer requests via telephone or email, providing excellent service to MetLife’s customers who have insurance or other financial service products or benefit plans and providing solutions that best match the customers’ needs.
Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
Enhance and strengthen the relationship between the customer and MetLife using strong communication skills, keen listening skills and empathy.
Support special product and/or service campaigns as needed, or if solicited by the customer.
Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.
Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills
Role Value Proposition:
At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. In this role you will be responsible for delivering high quality billing solutions and service excellence for our voluntary benefits customers. Facilitate a working dialog with clients and internal business partners to provide innovative solutions to the needs of our Voluntary Benefits clients.
Key Responsibilities:
Accountable for standard customers.
Monitor billing, transmission, and payment processes for assigned single-product customers.
Participates with new small to mid-sized accounts.
Works closely with Service partners to ensure a good Customer Billing Experience
Assists in trouble shooting issues and work with our internal IT partners to implement resolution.
Essential Business Experience and Technical Skills:
Required:
High School Diploma
1-2 years of customer service work experience
Strong oral and written communication skills
Organized and able to multitask
Preferred:
Bachelor’s Degree
Basic understanding of products, services, processes, and systems.
Basic Excel knowledge
Strong customer service skills.
Strong problem-solving skills.
Summary of Responsibilities:
The Customer Service Representative handles inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers’ needs and wants and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.
Principal Responsibilities:
Respond to customer requests via telephone or email, providing excellent service to MetLife’s customers who have insurance or other financial service products or benefit plans, and providing solutions that best match the customers’ needs.
Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
Enhance and strengthen the relationship between the customer and MetLife using strong communication skills, keen listening skills, and empathy.
Support special product and/or service campaigns as needed, or if solicited by the customer.
Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.
Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills.
Basic Required Qualifications:
2+ years of customer service experience
Flexible to work specific shifts during hours of operation between 8:00 am – 11:00 pm EST, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need
Claims Executive Key Responsibilities:
As a Claims Assessor you will be responsible for the timely and accurate assessment, decision making, settlement and communication of Employee Benefits Claims from beginning to end. These claims will be from our Group income protection and life insurance products.
As a Claims Assessor you will act independently within agreed authority and service levels. Decision making authority is an essential requirement.
As a Claims Assessor you will provide exceptional levels of customers service to policyholders, clients and intermediaries in a professional and friendly manner.
As a Claims Assessor you will manage the claims relationship for all customers within an agreed portfolio.
As a Claims Handler you will ensure all aspects of the claims function, including complaints are dealt with in accordance with all compliance, CBI, FCA, TCF and legal requirements.
Identify and investigate potential fraudulent claims.
Identify process issues and propose solutions for improvement within agreed business framework.
Liaising with the Chief Medical Officer, underwriters and external service providers to ensure all appropriate information is obtained to assist in the assessment and ongoing management of claims.
Maintaining a good working relationship with Re insurers in order to maximise recovery from reinsurance contracts.
Participation on claims project and change work as and when required.
Provides claim sign off for colleagues.
Manage claim appeals within agreed process and authority level.
Location:Oriskany, NY, US, 13424,Aurora, IL, US, 60504, Bloomfield, CT, ,Remote, US, Tampa, FL,
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 expediently manage and resolve customer-initiated disability claim escalations, inquiries, or claim processing questions while ensuring the highest level of customer satisfaction.
Key Responsibilities:
Accountable for standard customers.
Monitor billing, transmission, and payment processes for assigned single-product customers.
Participates with new small to mid-sized accounts.
Essential Business Experience and Technical Skills:
Required:
3+ years of product knowledge
Strong customer service skills.
Strong communication skills
Knowledge of data collection, analysis and reporting techniques
High School Diploma;
Preferred:
May require specialized knowledge acquired through formal claim training
Bachelor’s Degree
Essential Business Experience and Technical Skills
Required:
•Prior experience with independent judgment and decision making while relying on the available facts
•Be able to demonstrate the use of critical thinking and analysis when reviewing the information
•Creative problem-solving abilities and the ability to think outside the box
•Excellent interpersonal and communication skills in both verbal and written form
•Excellent customer service skills proven through internal and external customer interactions
•Demonstrated conceptual thinking, risk management, ability to handle complex situations effectively
•Organizational and time management skills
Preferred:
•Bachelor’s degree
•1-3 years of LTD/IDI Insurance Claims experience
Essential Business Experience and Technical Skills:
Required:
•2+ years of supervisory experience demonstrating strong leadership and coaching skills
•Extensive knowledge of IDI, STD, LTD, group disability, Workers Compensation, ERISA, Social Security and state laws
•Strong analytical and decision-making skills with a focus on producing results
•Creative problem-solving abilities and the ability to think outside the box
•Excellent interpersonal and communication skills in both verbal and written form
•Excellent customer service skills proven through internal and external customer interactions
•Demonstrated conceptual thinking, risk management, ability to handle complex situations effectively
•Organizational and time management skills
•Ability to effectively manage multiple systems and technology resources
Preferred:
• Bachelor’s degree
• 7+ years of LTD/IDI Insurance Claims experience
Role Value Proposition:
The Digital Campaign Manager will be responsible for developing, managing, optimizing, and reporting on MetLife Pet Insurance automated communications. As a member of the Pet product team, you will lead strategic-cross functional email programs, designed to increase engagement and retention efforts with leads and policyholders. The ideal candidate will have experience in marketing automation software (Hubspot, Adobe Campaign, etc.), email program management experience, knowledge of data sync and integrations, personalization as well as reporting, analytics, and contact management.
Key Responsibilities:
Automated Communication Campaign Design: Develop and own an automated communication strategy for the MetLife pet product
The strategy will include, but is not limited to:
Engagement with prospective and current policyholders including but not limited to: IVR, email, chat, text, and mobile app notifications
Monthly newsletter and organizational content
Content distribution
Transactional/policy communications
Lead nurture campaigns
Reengagement campaigns
Emerging opportunities
Personalization and Customization: Develop an ongoing personalization and customization strategy using pertinent and available pet data
Work with the development team to ensure accuracy and relevancy of data integrated via automated communications
Conduct A/B testing to determine the effectiveness of personalization and customization elements
Database/Contact Management: Work with the development team to ensure best practices in database hygiene and contact management
Program Maintenance and optimization: Work with Development and QA resources in an ongoing manner to ensure the highest accuracy and best in class implementation of this program. Optimization should be performed where possible and necessary.
Competitive Intelligence: Develop competitive intelligence by collecting and maintaining a library of other pet insurance email comms. This info will be used to inform our strategy and keep a pulse on the marketplace.
Role Value Proposition:
At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, claims analysts, and project managers with the freedom to create innovative and solutions to address core business challenges with MetLife. This role is responsible for establishing, maintaining, and enhancing relationships between an operations organization and assigned distribution channels. Serve as a primary contact within an operation unit for assigned distribution channels to provide troubleshooting and problem-solving expertise.
Key Responsibilities:
Overall accountability for the day-to-day support of multiple clients.
Prepares and completes more complex accounting processes, calculations, and reports.
Responsible for key clients and national accounts.
Primary contact for a large number of clients or a medium to large distribution channel
Essential Business Experience and Technical Skills:
Required:
High school diploma
3 years of relevant experience
Preferred:
Bachelor’s degree
5 years of relevant experience
Proficient oral/written communication skills.
Proficient in problem solving and analysis.
Proficient in multi-tasking and prioritization.
Moderate knowledge of group products, services, and systems.
Corporate Billing Systems (CBS) Knowledge
Proficient in Excel
Location:Oriskany, NY, US,Aurora, IL, US,Bloomfield, CT, US, Remote, US, Tampa,
Job Location: Aurora, IL Alternate: Bloomfield, CT, Aurora, IL, Tampa, FL, Virtual 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 expediently manage and resolve customer-initiated disability claim escalations, inquiries, or claim processing questions while ensuring the highest level of customer satisfaction. Key Responsibilities:
Accountable for standard customers.
Monitor billing, transmission, and payment processes for assigned single-product customers.
Participates with new small to mid-sized accounts.
Essential Business Experience and Technical Skills: Required:
3+ years of product knowledge
Strong customer service skills.
Strong communication skills
Knowledge of data collection, analysis and reporting techniques
High School Diploma;
Preferred:
May require specialized knowledge acquired through formal claim training
Bachelor’s Degree
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