Absence Management Claims Specialist

About MetLife and the Role

At MetLife's Global Customer Service and Operations (GCSO) team, the focus is to deliver customer care grounded in trust, empathy, and ongoing improvement. The team supports customers through key life moments, resolves challenges, and innovates processes to provide an exceptional service experience. As part of Global Operations, this position focuses on optimizing the use of global resources by providing positive experiences for customers.

The Absence Management Claims Specialist role operates in a dynamic environment, managing various leave types such as Americans with Disabilities Act (ADA), Family and Medical Leave Act (FMLA), Paid Family and Medical Leave (PFML), and Benefit Calculated Employer Leave (BCEL) claims. The role is designed for individuals who bring innovative ideas to improve collaborative solutions in the leave management space.

Key Responsibilities

• Work primarily onsite, with duties including occasional participation in team events, meetings, training, and business continuity exercises at the assigned GCSO office.
• Assess and decide on leave or accommodation requests to ensure compliance with federal, state, and company policies.
• Determine eligibility and validity of leave requests while communicating timely with employees, employers, and other stakeholders to establish liability.
• Manage leave claims from start to finish, maintaining oversight and ensuring all policies and procedures around information submission and absence tracking are followed.
• Deliver excellent customer service with confidentiality and adherence to regulatory requirements.
• Promote continuous quality improvement by ensuring accuracy, efficiency, and a positive experience for claimants.
• Achieve or exceed all Key Performance Indicators (KPIs) and productivity standards while maintaining high-quality work.

Qualifications and Experience

• Minimum of a High School Diploma.
• 2-4 years of customer service experience.
• Strong written and verbal communication skills.
• Demonstrated critical thinking abilities, including analytical, investigative, and planning skills.
• Proficiency in letter writing and Microsoft Word.
• Applicants should reside within a commutable distance to the posted site.

Preferred:

• At least 1 year of experience with one or more state or federal leave legislation.
• Possession of a college degree.

Compensation and Benefits

The anticipated salary range for this position is between $45,500 and $50,000 annually. In addition, employees may be eligible for short-term incentive bonuses and stock-based long-term incentive programs, subject to plan terms.

MetLife's U.S. benefits package comprehensively supports employees' physical and mental health, financial well-being, and family needs. Benefits include medical, prescription drug, vision, dental, short- and long-term disability, company-paid life insurance, legal services, a fully funded pension plan, 401(k) with employer matching, discounted voluntary insurance products, Employee Assistance Programs (EAP), digital mental health resources, parental leave, paid time off, holidays, volunteer time off, tuition assistance, and more.

Equal Opportunity and Additional Information

MetLife is committed to equal employment opportunity without discrimination based on legally protected characteristics. Accommodations for disabilities are available upon request and handled confidentially.

MetLife maintains a drug-free workplace. Massachusetts law prohibits requiring lie detector tests as a condition of employment.