MetLife

Job Responsibilities

• Review and interpret customer requests and process transactions accurately.
• Perform billing activities, payment corrections, reconciliations, claims processing and non‑financial account updates.
• Process refunds, suspense clearing, reversals, voids/reissues, and related Pano‑2 activities.
• Analyze discrepancies, investigate pending items, and escalate issues to designated SPOCs.
• Maintain production trackers and Time & Motion trackers daily.
• Support training, peer sampling, and cross‑team collaboration.
• Coordinate with stateside teams for clarifications, approvals (including checks above $250K), and issue resolution.
• Participate in huddles, calibrations, QA discussions, and stateside calls.
• Ensure SLA adherence, process accuracy, and compliance with internal quality parameters.
• Provide inputs for process improvements and risk identification.
• Perform any additional tasks assigned by leadership

Knowledge, Skills and Abilities

Education

·       Bachelor’s degree in any stream degree or diploma with a minimum of 15 years of education. 

Experience

·       1 to 3 years of experience

Knowledge and skills (general and technical)

Technical & Computer Skills

·       Proficient in Excel, Word, Outlook, and MS Office tools.

·       Strong computer navigation and data entry (35 WPM, 90% accuracy).

·       Basic accounting skills, including reconciliation and journal entries.

·       Preferred: Claims knowledge.

·       Strong analytical and data interpretation abilities.

Communication Skills

·       Strong English reading, writing, and spoken communication.

·       Good email writing and professional interaction skills.

Cognitive & Problem-Solving Skills

·       Logical reasoning, judgment, and decision‑making capability.

·       Ability to multitask, analyze issues, and resolve discrepancies effectively.

Work Management & Behavioral Skills

·       Detail‑oriented, organized, and quality‑focused.

·       Ability to work in a fast‑paced, metrics‑driven environment.

·       Flexible, adaptable to change, and customer‑centric.

·       Self‑disciplined with adherence to organizational policies.

·       Open to feedback and committed to continuous improvement.

Other Requirements (licenses, certifications, specialized training – if required)

·       Self‑motivated and result‑oriented. 

·       Ability to prioritize multiple tasks efficiently. 

·       Creative and innovative approach to solving business problems. 

·       Willingness to work in night shift (8:30 PM–5:30 AM IST). If it’s a process requirement

·       Aptitude skills adequate for the selection assessment.

Working Relationships

Internal Contacts

(and purpose of relationship):

·       Team Leader / Assistant Manager – Performance reporting, escalations, clarifications, feedback, and development support. 

·       Manager / Unit Manager – Issue resolution, monthly evaluations, guidance, and leadership support. 

·       Trainers – Pre‑process and process training, updates, documentation, and SME‑validated query resolution. 

·       Quality Assurance (QA) – Audit feedback, quality checks, and RCA for any accuracy issues. 

·       Onshore SME – Clarifications, process expectations, and validation support. 

·       Associates / Team Members – Daily transaction execution, workflow coordination, and smooth process delivery.

External Contacts 

(and purpose of relationship) – If Applicable

·       Stateside SMEs / Trainers – Training support for ramp‑ups, updates, and complex query resolution. 

·       Other External Stakeholders – Required interaction for process alignment, training, or clarifications based on business need.