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.<br><br><strong>The Opportunity<br><br></strong>At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, claims analysts and project managers with the freedom to create innovative and solutions to address core business challenges with MetLife. This role will provide exemplary customer service by processing STD/LTD disability claims in a timely and accurate fashion.<br><br><strong>Key Responsibilities<br><br></strong><ul><li>Independently assess, analyze, and render appropriate claim decisions on STD, PML, and state claims.</li><li>Clarify functional capacity through independent problem-solving measures and discretion, including gathering medical, vocational, and other information, using resources efficiently, and action planning sufficient to determine initial and ongoing liability.</li><li>Adhere to federal and state laws to maintain appropriate and timely claim outcomes.</li><li>Communicate clearly and concisely to influence return to work, discuss terms of the certificate, and explain the basis for payment or non-payment.</li><li>Communicate with a variety of constituents, including claimants, doctors, nurses, employers, and attorneys, to gather information relevant to assessing, analyzing, and rendering decisions based on the provisions of the policy and their own discretion, with limited guidance from supervisory personnel.</li><li>Articulate and document the rationale for claim direction and exercise autonomy to take steps outside of CMG guidelines when supported by documented rationale and the facts of the claim file.</li><li>Use tools independently and accurately to identify work to be completed across the entire claim block, prioritize work, and determine if or when to involve specialty resources, such as clinical staff, to obtain additional information on a claim.</li><li>Determine return-to-work potential and strategy, identify likely claim progression based on the facts of the claim, and take action based on their own assessment of the claim.</li><li>Perform other duties as required.<br><br></li></ul><strong>Required Qualifications<br><br></strong><ul><li>Must live within a commutable distance of the Oriskany, NY, Tampa, FL, Bloomfield, CT Cary, NC, Aurora, IL, Bridgewater, NJ, Omaha, NE, Warwick, RI, Clark Summit, PA, San Juan, PR, West Des Moines, IA office</li><li>Once a month in office for meetings</li><li>High School Diploma.</li><li>2+ years of short-term disability (STD) experience.</li><li>Disability insurance, written communication, and verbal communication.</li><li>Ability to use AI to improve speed, quality, and efficiency across a broad range of day-to-day tasks.<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li>Bachelor’s degree.</li><li>Strong communication skills, both written and oral.</li><li>Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning.</li><li>Strong problem-solving and analytical skills.<br><br></li></ul><em>The expected salary range </em><em>for this position is $41,600</em><em> - $72,300</em><em>. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms. <br><br></em><strong>Benefits We Offer<br><br></strong>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.<br><br><strong>About MetLife<br><br></strong>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.<br><br>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.<br><br>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!<br><br><em>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”).<br><br></em><em>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.<br><br>MetLife maintains a drug-free workplace.<br><br></em><em><em>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.<br><br></em></em><em>This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.</em>