Lead and coach a claims team managing Multi-State Paid Family Leave, FMLA, and ADA claims. Monitor work queues, conduct quality audits, resolve escalations, deliver training/coaching, report compliance, and support unit leadership.
Description and Requirements
Role Value Proposition:
Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. We're looking for unique talent with fresh perspectives that can propel innovation. In this role you will provide exemplary customer service by facilitating Multi-State Paid Family Leave (PFL) benefits, Family Medical leave Act (FMLA) and Americans with Disabilities Act (ADA) claim adjudication in a timely and accurate manner.
Key Responsibilities:
• Coaches, coordinates, and develops Multi-State PFL, FML and ADA Claims Specialists.
• Acts as resources for claim-related and technical issues.
• Monitors case managers' work queues to ensure claims team is meeting expectations and applicable performance guarantees.
• Conducts exceeds authority reviews daily, weekly quality audits; resolves escalated phone calls.
• Analyzes trending opportunities to provide ongoing trainings.
• Provides real time coaching to Claims Specialists.
• Provides feedback to Unit Leaders on individuals' and overall team performance.
• Daily and weekly reporting to ensure compliance measures are met.
• Performs other related duties as assigned or required.
Essential Business Experience and Technical Skills:
Required:
• Positive mindset and willingness to learn
• 1+ years of Absence Management Disability Insurance experience
• Must be able to communicate clearly and effectively, both written and verbal
• Ability to work with autonomy, minimal direction
• Strong computer skills (word, excel, manipulating reports, spreadsheets, etc...)
• High School Diploma
Preferred:
• 1 + years of Paid Family Leave experience Absence, FMLA
• 5+ years of Disability Insurance experience
• Excellent analytical, decision making and problem-solving skills
• Highly self-motivated
The expected salary range for this position is $41,600 - $80,169. 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 [email protected]. 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.
$41,600 - $80,169
Role Value Proposition:
Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. We're looking for unique talent with fresh perspectives that can propel innovation. In this role you will provide exemplary customer service by facilitating Multi-State Paid Family Leave (PFL) benefits, Family Medical leave Act (FMLA) and Americans with Disabilities Act (ADA) claim adjudication in a timely and accurate manner.
Key Responsibilities:
• Coaches, coordinates, and develops Multi-State PFL, FML and ADA Claims Specialists.
• Acts as resources for claim-related and technical issues.
• Monitors case managers' work queues to ensure claims team is meeting expectations and applicable performance guarantees.
• Conducts exceeds authority reviews daily, weekly quality audits; resolves escalated phone calls.
• Analyzes trending opportunities to provide ongoing trainings.
• Provides real time coaching to Claims Specialists.
• Provides feedback to Unit Leaders on individuals' and overall team performance.
• Daily and weekly reporting to ensure compliance measures are met.
• Performs other related duties as assigned or required.
Essential Business Experience and Technical Skills:
Required:
• Positive mindset and willingness to learn
• 1+ years of Absence Management Disability Insurance experience
• Must be able to communicate clearly and effectively, both written and verbal
• Ability to work with autonomy, minimal direction
• Strong computer skills (word, excel, manipulating reports, spreadsheets, etc...)
• High School Diploma
Preferred:
• 1 + years of Paid Family Leave experience Absence, FMLA
• 5+ years of Disability Insurance experience
• Excellent analytical, decision making and problem-solving skills
• Highly self-motivated
The expected salary range for this position is $41,600 - $80,169. 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 [email protected]. 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.
$41,600 - $80,169
Top Skills
Excel
Word
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