Ir para o conteúdo
País
Estados Unidos
Arranjo de trabalho
Tempo integral
Modelo de Trabalho
Virtual
Assistência de realocação disponível
Não
Data de publicação
02-Dez-2025
ID da vaga
13189

Descrição e requisitos

Product Summary:

MetLife's Total Control Account (TCA) is a payment method used to pay benefits from a Life Insurance policy or Annuity contract. TCA is an interest-bearing, no fee account designed to give beneficiaries the peace of mind that their money is secure and accessible while they decide how to use their funds. Although not a bank account, it's a lot like a checking account, but with several advantages including the ability to order a free Debit Card, ability to link to mobile payment services, transfer funds from TCA with no fees and designate a beneficiary(ies). 

 

Summary of Responsibilities:

 

Responsible for reviewing, researching and investigating complex Total Control Account (TCA) situations.   Provide technical expertise, guidance, and support to the TCA Team.  Review and respond to escalated written and/or telephone inquiries from accountholders, claims offices, Legal, Print Facility, etc. Assists with developing and reviewing of procedures for the TCA Operations Team.  Partners with different areas, including claims, fraud unit and our vendors to ensure the correct handling of TCA accounts.  Train and mentor new TCA associates.     

 

Principal Responsibilities:

 

  • Review, research, and investigate complex Total Control Account situations.
  • Complete the work note to assigned tasks to processors. 
  • Process Reversal referrals and handling new manual TCA account openings.
  • Assist in managing the day-to-day work of the department to ensure internal and external customer service standards are met.
  • Write, review, and approve TCA procedures and attend required training to meet QMS guidelines. 
  • Train and mentor newly hired Total Control Account Operations processors, both MetLife and vendor.
  • Act as a liaison between TCA Finance, TCA Operations and Fraud units.
  • Review and respond to Legal referrals timely and thoroughly.
  • Review and respond to formally filed Complaints timely and thoroughly.
  • Provide guidance and expertise with the TCA associates to ensure the appropriate handling of TCA accounts.
  • Review and respond to escalated written and/or telephone inquiries from accountholders, claims offices, Legal, Print Facility, etc. to resolve accountholder issues swiftly and thoroughly.
  • Complete daily signature review for drafts presented against the TCA account and report discrepancies within set timeframes. 
  • Manage and organize work to meet multiple deadlines and competing priorities to ensure department turnaround and customer satisfaction are met.
  • Process cases of TCA Fraud and Forgery. 

 

 

Knowledge/Skills/Competencies Required:

  • 3 years’ experience working with the Total Control Account product desired
  • Intermediate knowledge of insurance products and provisions
  • Exceptional customer service experience in a professional work environment
  • Good analytical skills and excellent oral and written communication skills
  • Advanced PC knowledge (Microsoft Word and Excel)
  • Understands the sense of urgency in a production environment. 
  • Ability to plan and organize time and priorities to achieve business results
  • Works collaboratively with others, shares best practices and assists teammates with work
  • Consistently demonstrates MetLife’s values
  • Demonstrates leadership skills and ability to train others
  • Uses knowledge of the business and the industry to make sound business decisions, weighing the risks of different courses of action
  • Projects an attitude of service, empathy and patience to all customers
  • Ability to work periodic overtime

 

 

Knowledge/Skills/Competencies Preferred:

  • Bachelors degree 
  • Ability to introduce new ideas to improve work processes


The expected salary range for this position is $46,100 - $61,500. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer

 Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!


MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$46,100 - $61,500