MetLife

Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Pet Group Billing Support plays a critical role in ensuring accurate policy billing, reconciliation, and issue resolution for group pet insurance customers. This role is responsible for conducting detailed policy audits, resolving billing discrepancies, supporting system corrections through partnership with IT and operations teams, and providing training and quality oversight for new and existing associates. The position also contributes to process improvements, reporting analysis, and special billing projects across the Pet Insurance billing support function.

• Conduct routine policy audits for group customers to identify overpayments, underpayments, and data discrepancies; escalate items requiring additional review. 
• Process transactional requests (e.g., start/stop coverage), submit IT tickets as needed, and support corrections to policy setup. 
• Review policy details to validate refunds, prepare refund breakdowns, and coordinate with Accounting, Billing, and customer-facing teams on next steps and timing. 
• Manage weekly reporting (e.g., PET Compare), track issues through resolution, document actions taken, and partner with internal teams to ensure accurate policy administration.
• Review daily operational reports to research policy information, identify issues, and determine appropriate follow‑up actions in accordance with established guidelines. 
• Process routine policy transactions, including start/stop activity and monetary adjustments, and submit IT service tickets to support accurate policy administration. 
• Partner with Customer Experience, Billing Operations, and Billing Management teams to coordinate policyholder outreach, track issue resolution, and provide timely status updates. 
• Support departmental projects and initiatives by conducting policy reviews, assisting with billing reconciliation efforts, and completing administrative tasks such as group updates, cancellations, and data changes. 
• Maintain documentation, work instructions, time tracking, and audit logs while providing feedback and insights on assigned tasks to support process effectiveness and continuous improvement.
• Support the daily intake and organization of operational files, assist with reviewing data for basic issues or discrepancies, and document findings following established procedures. 
• Help prepare summaries and share observations with the team to support issue resolution and ongoing process improvements.
• Provide training, guidance, and mentorship to other team members.

The expected salary range for this position is $41,600 - $72,300. 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.