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 Claim Reviewer is responsible for customer telephone inquiries, with a primary focus on delivering high-quality and accurate claim processing support. This role is essential to ensuring timely and effective resolution of customer needs, which directly contributes to MetLife’s commitment to providing exceptional customer experience and financial protection. The position supports customers and internal stakeholders across the United States. This is an exciting opportunity to play a key role in helping customers during critical moments by providing clear guidance, resolving inquiries efficiently, and ensuring claims are processed accurately and compassionately.

• Receive and handle telephone calls on the FEGLI customer service 800 #.
• Make return telephone calls as required to handle the original customer inquiry.
• Use FEGLI claims system to access information required to handle customer inquiries; identify OFEGLI case owners; enter comments into comment window; and complete and print or send phone slips as applicable.
• Build new claims as well as review and process noncomplex claims (such as single or multi beneficiary or dependent coverage’s) Consult with Manager on special customer inquiries.
• Determine if customer inquiry needs to be referred for follow-up. Review and determine next steps on expired call ups and perform any necessary follow-ups regarding the claim.
• Clearly and concisely communicate content of inquiry and levels of urgency to data and CMS owners via phones slips and comments.
• Send and receive (standardized) e-mail for communication with agencies/OFEGLI staff and managers.
• Processing incoming mail for new and existing claims.
• Write manual letters and correspondence on FEGLI life claims.

• Strong data entry skills required.
• Excellent oral and written communication skills.
• Ability to adjust to multiple demands and shifting priorities.
• Consistently demonstrates the MetLife values.
• Plans and organizes time and priorities to achieve business results.
• Uses business knowledge to make the best decisions for MetLife and its customers.
• Shows commitment to team objectives and assists teammates with work.
• Presents information in a clear and organized manner.
• PC knowledge required.
• Ability to work overtime required.
• Good oral communication skills.
• Work with confidential files.
• Ability to manage workload to meet tight deadlines.

• High school diploma required. Associates Degree desired
• 1-2 years insurance claims experience desirable.
• Basic knowledge of Group Life claims desirable.

The expected salary range for this position is $41,600 - $48,900. 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.