Requirements
Description and Requirements
Job Location : Virtual -
Must live within a commutable distance of the Tampa MetLife Office
Training will be in person for 2 weeks
The Team You Will Join
Global Customer Service & Operations (GCSO) 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 be responsible for providing exemplary customer service by servicing long term care insurance claims in a timely and accurate fashion.
Key Responsibilities:
- Handles incoming calls through the claim toll free lines
- Provides plan/policy and claim information, assists with submission of claims and makes outbound calls to gather missing information on incomplete claims.
- Conducts research when needed to resolve customer questions or complaints.
- Able to appropriately explain varying plan provisions to customers accurately and in a professional manner.
- Responds to telephone inquiries from insureds regarding specific claim details.
- Understands processes in entire department to assist callers with questions.
- Works closely with the claim analysts and care managers to provide a seamless customer experience.
- Outbound calls and letters to customers and providers to research incomplete claims.
- Escalates complaints and potential complaints appropriately.
- Documents calls in computer system.
- Completes letters, tasks and problem solving for resolution of customer issues.
- Contributes ideas that enhance service quality.
- Performs project work and other related duties as assigned or required.
Essential Business Experience and Technical Skills:
Required:
- High School Diploma.
- Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning.
- Strong problem solving and analytical skills.
- Ability to work independently.
- Comfortable working with multiple priorities in a changing environment.
- Ability to prioritize and maintain quality.
Preferred:
- Associate level or higher degree.
- At least 2 years experience in a direct customer service position preferred.
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 2024 "World's Most Admired Companies" as well as the 2024 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 empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
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.
MetLife maintains a drug-free workplace.
