Total Absence Management Claim Specialist

Role overview

MetLife’s Global Customer Service and Operations organization is centered on trust, empathy, and ongoing process improvement. In this role, you will support customers during important life events, resolve issues, and help simplify leave-related processes through accurate handling and strong service. You will contribute to a collaborative environment focused on operational excellence and meaningful customer advocacy.

Opportunity

The Global Technology & Operations group brings together engineers, developers, business analysts, claims analysts, and project managers to solve key business challenges with innovative solutions. As a Total Absence Management Claim Specialist, you will provide high-quality customer support by managing total absence claims with speed, precision, and care.

Key duties

• Review, process, and administer Family and Medical Leave Act (FMLA) and/or Americans with Disabilities Act (ADA) claims while following federal, state, and company plan requirements.
• Build and apply workflow steps for FMLA/ADA cases and compare claims against the relevant leave plan before making initial determinations.
• Make eligibility decisions during intake calls and collect additional information from employees or supporting systems when needed.
• Carry out follow-up actions such as recertification reviews, intermittent leave tracking, return-to-work confirmations, and other leave updates as required.
• Keep internal systems current with accurate leave status information and maintain complete diary notes and documentation.

Required profile

The ideal candidate should have a strong customer-service mindset, excellent attention to detail, and the ability to handle claims accurately while maintaining clear communication with employees and other stakeholders.

Qualifications

• High school diploma is required.
• At least 1 year of relevant experience is required.
• Strong focus on customer satisfaction and attention to detail is important.

Preferred background

• Bachelor’s degree is preferred.
• Prior knowledge of FMLA and ADA claims processes and procedures is preferred.

Location and work arrangement

This position is based in the United States and follows a hybrid schedule, with a minimum requirement of 3 days per week in the office.

Compensation and incentives

The expected salary for this position is between $45,500 and $80,169 per year. This role may also qualify for annual short-term incentive compensation and stock-based long-term incentives, subject to plan terms.

Benefits

MetLife offers a broad benefits package designed to support physical, mental, and financial well-being, along with family support.

• Medical, prescription drug, and vision coverage
• Dental insurance
• No-cost short-term and long-term disability coverage
• Company-paid life insurance and legal services
• Retirement pension fully funded by MetLife and a 401(k) with employer match
• Discounts on voluntary insurance products such as auto, home, pet, critical illness, hospital indemnity, and accident coverage
• Employee Assistance Program and digital mental health resources
• Parental leave, volunteer time off, and tuition assistance
• Additional wellness and support programs

About MetLife

MetLife is a global financial services company recognized among leading workplace and business rankings. Through its subsidiaries and affiliates, it provides insurance, annuities, employee benefits, and asset management across more than 40 markets in the United States, Latin America, Asia, Europe, and the Middle East.

The company’s purpose is to help colleagues, customers, communities, and the broader world build a more confident future. Its values include winning together, doing the right thing, delivering impact over activity, and thinking ahead. MetLife is an equal opportunity employer and makes employment decisions without regard to protected characteristics. Reasonable accommodation requests related to disability may be submitted by email and will be handled confidentially. MetLife also maintains a drug-free workplace. In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment.