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 Lead LTD Claims Specialist is responsible for independently managing the most complex long‑term disability (LTD) claims in alignment with plan provisions, regulatory requirements, and service standards across the Long‑Term Disability function in the United States. This role is critical to MetLife’s purpose by ensuring accurate, well‑documented claim decisions while delivering a high‑quality customer experience for claimants, partners, and stakeholders. This is an exciting opportunity to serve as a technical expert and emerging leader, influence claim quality and outcomes, and mentor others while contributing to continuous improvement initiatives.

• Lead the management of the most complex long‑term disability (LTD) claims by exercising independent judgment to ensure accurate, timely, and compliant claim decisions.
• Create thorough claim documentation and correspondence by analyzing medical, occupational, financial, and policy information to support well‑documented determinations.
• Oversee claim evaluations by identifying and reconciling inconsistencies, leveraging Fraud, Waste and Abuse resources, and resolving escalated customer concerns while referring matters to appeals, complaints, or litigation support as needed.
• Manage communication with claimants, customers, providers, attorneys, brokers, and family members by delivering clear, timely updates on claim status, determinations, and complex benefit calculations.
• Develop associate capability and claim quality by supporting onboarding, coaching, mentoring, and participating in projects that drive continuous improvement and enhance the customer experience.
• Coordinate with internal and external partners, including physicians, attorneys, vocational consultants, and CPAs, to obtain and evaluate information required for thorough and defensible claim decisions.

• 5+ years of LTD/IDI insurance claims experience.
• Demonstrated customer service skills through internal and external customer interactions.
• Experience applying independent judgment and making well-reasoned decisions based on available facts.
• Strong problem-solving and critical-thinking skills.
• Proficiency working across multiple systems and technology resources in a fast-paced environment.
• Strong organizational and time-management skills.

• Bachelor’s degree; and knowledge of STD/FMLA, state leave laws, workers’ compensation, ERISA

 The expected salary range for this position is $64,000 - $80,000. 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.