MetLife

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Long-Term Disability Claims Specialist II is responsible for evaluating and managing long term disability claims, making timely and accurate claim decisions, and delivering a responsive and supportive customer experience that helps MetLife serve customers with care and confidence across the United States. Guided by our purpose – always with you building a more confident future – and our New Frontier strategy focused on stronger growth, attractive returns and all-weather performance, this is an exciting opportunity to make a meaningful impact during important moments in customers’ lives. In this role, the applicant will use independent judgment, critical thinking, and collaboration skills to navigate complex claim situations, contribute to fair and balanced outcomes, and support MetLife’s commitment to service excellence.

• Lead the evaluation and management of moderately complex long term disability claims, using independent judgment to make timely, balanced, and accurate claim decisions.
• Create clear, detailed, and accurate claim documentation, correspondence, and written determinations that reflect policy provisions, regulatory requirements, and claim status updates.
• Oversee the claim evaluation process by reviewing medical, occupational, financial, and policy information to ensure thorough, reasonable, and compliant determinations.
• Manage an assigned caseload of pending and ongoing claims with minimal oversight while maintaining service standards, inventory control, and consistent performance against key indicators.
• Develop action plans and identify return-to-work potential by analyzing claim information, clarifying inconsistencies, and determining when additional information or escalation is needed.
• Coordinate communication and collaboration with claimants, representatives, physicians, attorneys, brokers, family members, and internal partners to gather needed information and support sound claim outcomes

• High school diploma and at least 1 year of disability insurance claims experience, with the ability to evaluate claim information and make timely, balanced, and accurate claim decisions.
• Critical thinking, analysis, and sound judgment to review available facts, assess risk, use independent decision-making, and determine appropriate next steps in complex claim situations.
• Strong communication, customer service, and collaboration skills, with the ability to manage interactions effectively across internal and external partners in both verbal and written settings.
• Creative problem-solving, conceptual thinking, risk awareness, and strong organizational and time management skills to handle complex situations effectively and maintain a consistent workload.

• Bachelor’s degree
• 2+ years of disability experience 

The expected salary range for this position is $41,600 - $62,500. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.