MetLife Jobs – Disability Service Advocate

Job Description:

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.

Job Responsibilities:

• Maintains data integrity of DCA database
• Handles escalations funneled through other areas as well, such the account team and the claims organization
• Performs root cause analysis, identifies trends, and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers
• Interacts with all levels of organization, including Legal, Disability Privacy Office, Account teams, Disability Operations, and Disability Consultants to resolve customer escalations
• Thoroughly investigates and resolves customer concerns while maintaining highest standards of objectivity and integrity
• Performs other related duties as assigned or required
• Makes recommendations about potential service or process improvements based on nature of customer trends being identified
• Assists internal partners in development of resolution action plans and monitors progress until full resolution has been achieved
• Utilizes available resources to enhance trending analysis (DCA Database, escalations received)

Qualification & Experience:

• 3+ years Disability claims management experience, including knowledge of other Employee Benefit programs (e.g., Workers Compensation, Life Insurance) and relative Federal and State Laws
• Strong knowledge of current process and technology in place to support the existing Disability Customers
• Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint)
• High school diploma
• Knowledge of all Disability product lines (STD, LTD, FMLA, statutory claims) required

Job Details:

Company: MetLife

Vacancy Type:  Full Time

Job Location: Tampa, FL, US

Application Deadline: N/A

Apply Here

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