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 Hybrid STD / PFL Claims Specialist is responsible for managing, analyzing, and adjudicating Short-Term Disability (STD), Paid Family Leave (PFL/PFML), FMLA, ADA accommodations, and employer-specific leave claims to support accurate claim outcomes, timely decisions, and a positive claimant experience 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 serve as a trusted claim owner and decision-maker for customers during important moments in their lives. In this role, you will apply critical thinking, contract knowledge, regulatory understanding, and strong communication skills to deliver clear decisions, support return-to-work outcomes where appropriate, and help strengthen the overall claimant experience.

• Lead the end-to-end review, analysis, and adjudication of Short-Term Disability (STD), Paid Family Leave (PFL/PFML), FMLA, ADA accommodations, and employer-specific leave claims in alignment with contract provisions, regulatory requirements, and company policies.

• Create clear, accurate, and timely claim communications that set expectations, provide status updates, explain decisions, and support a positive claimant and employer experience.

• Oversee claim activity from intake through closure by monitoring eligibility, applicability, liability, documentation, required information, and adherence to plan provisions.

• Manage an assigned caseload by prioritizing tasks, making timely and accurate decisions, maintaining confidentiality, meeting compliance requirements, and achieving quality, productivity, and KPI expectations.

• Develop individualized claim action plans, including return-to-work strategies, by assessing medical and non-medical barriers, claimant functional capacity, and available specialty resources.

• Coordinate with claimants, employees, employers, specialty resources, and internal stakeholders to obtain information, resolve claim issues, support appropriate outcomes, and enhance the overall claimant experience.

• 1+ years of experience in disability claims, leave administration, or healthcare-related claims.
• Knowledge of STD contract provisions and federal/state leave laws (FMLA, ADA, PFML).
• Associate or bachelor’s degree.
• Experience managing a caseload and making independent claim decisions.

The expected salary range for this position is $40,000 - $52,000. 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.