Disability Customer Advocate II - 19792

Description and Requirements
The Team You Will Join
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 Opportunity
The Disability Customer Advocate is responsible for the expedient management and resolution of customer-initiated claim escalations, inquiries, or claim processing questions while ensuring the highest level of customer satisfaction. This is an exciting opportunity to continue to build on our customer confidence and loyalty and to display MetLife's values.
Key Responsibilities

• Performs root cause analysis, identifies trends, and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers.

• Thoroughly investigates and resolves customer concerns while maintaining highest standards of objectivity and integrity.

• Handles escalations funneled through other areas as well, such the account team and the claims organization.

• Utilizes available resources to enhance trending analysis (DCA Database, escalations received).

• Makes recommendations about potential service or process improvements based on nature of customer trends being identified .

• Interacts with all levels of organization, including Legal, Disability Privacy Office, Account teams, Disability Operations, and Absence & Leave Consultants to resolve customer escalations.

• Maintains data integrity of DCA database.

• Performs other related duties as assigned or required .

Required Qualifications

• High school diploma.

• 2+ years Disability claims management experience, including knowledge of other Employee Benefit programs (e.g., Workers Compensation, Life Insurance) and relative Federal and State Laws.

• Knowledge of all Disability product lines (STD, LTD, FMLA, statutory claims) required .

• Strong knowledge of current process and technology in place to support the existing Disability Customers.

• Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint).

Preferred Qualifications
College Degree
Customer Advocacy experience
The expected salary range for this position is $49,100 - $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, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please click here .
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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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.
This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.