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 Short Term Disability Claim Specialist will be responsible for reviewing and assessment Disabilitys claim come in for our customers. You will be reviewing medical documentation, on the phone with claimants/customers, and managing a caseload to ensure proper management of our procedures and policies to determine if a claim is payable. You will be responsible for ensuring excellent communication, show critical thinking skills, and make over determinations on claims that are submitted for various medical conditions

Key expectations:

• Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc
• Applies all appropriate provisions of the disability contract to ensure that MetLife’s liability is understood and appropriately applied throughout the life of the claim. Within the context of liability, encourage and support return to work through a variety of programs and methodologies. 
• Proactively communicates with the claimant to set expectations, assess medical and non-medical barriers to return to work, and keep him or her fully aware of the status of the claim, including setting expectations with the claimant if other resources (Voc, etc.) will be contacting him/her. 
• Partners with the claimant, specialty resources, and more experienced resources to ensure that each claim has a well-understood plan that is appropriate for the unique situation of each claimant, his or her functional capacity and the prognosis for an increase in that capacity. 
• Executes individual claim action plans, serves as point of contact for the claimant, and makes claim decisions.
• Manages overall block of assigned claims, including prioritizing actions, appropriately utilizing resources, and timely and accurate decision. 
• Provides a high-level of service to the claimant, including delivering on commitments, timely return of phone calls, and clear communication.
• Proactively updates partners that may be working with the claimant when key events are being considered or have occurred. (closure, RTW, etc.).

Required skills:

• High school diploma or GED equivalent.
• New hires should live a commutable distance from the site the role is posted in.
• A comprehensive understanding of the disability contractual provisions, especially the definition of disability.
• Strong communication skills, including the ability to coach Case Specialist to interview claimants dynamically with the goal of setting claimant expectations and obtaining information necessary to administer the claim.
• Basic knowledge of medical conditions, treatments, prognosis
• Expertise knowledge of system and tools, ie…MDG, DPA, Intellis and how to leverage tools to improve claim management effectiveness
• Strong Coaching/Mentoring skills
• Critical-thinking skills
• Ability to give and receive feedback using specific measurements and observed behaviors
• Openness to receiving feedback 
• Strategic-thinking skills 
• Prioritization skills. Ability to balance quantity and quality
• This role has mandatory paid training starting on June 22nd lasting for up to 7 weeks. Candidates must be available and present for all training days 

Preferred skills:

• A comprehensive understanding of the disability contractual provisions, especially the definition of disability.
• Strong communication skills, including the ability to coach Case Specialist to interview claimants dynamically with the goal of setting claimant expectations and obtaining information necessary to administer the claim. 
• Basic knowledge of medical conditions, treatments, prognosis
• Expertise knowledge of system and tools, ie…MDG, DPA, Intellis and how to leverage tools to improve claim management effectiveness
• Strong Coaching/Mentoring skills
• Critical-thinking skills
• Ability to give and receive feedback using specific measurements and observed behaviors
• Openness to receiving feedback 
• Strategic-thinking skills 
• Prioritization skills. Ability to balance quantity and quality 

The expected salary range for this position is $48,000 - $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.