Short Term Disability Claim Specialist

About the Team You Will Join

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.

The Opportunity

The Short Term Disability Claim Specialist will be responsible for reviewing and assessing Disability claims for our customers. You will be reviewing medical documentation, speaking with claimants/customers via phone, and managing a caseload to ensure proper adherence to our procedures and policies to determine claim eligibility. You will be responsible for ensuring excellent communication, demonstrating critical thinking skills, and making determinations on claims submitted for various medical conditions.

Key Responsibilities

• Virtual roles require working from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Applies all appropriate provisions of the disability contract to ensure MetLife’s liability is understood and appropriately applied throughout the life of the claim. Within the context of liability, encourage and support return to work through a variety of programs and methodologies.
• Proactively communicates with the claimant to set expectations, assess medical and non-medical barriers to return to work, and keep them fully aware of the claim status, including setting expectations if other resources will be contacting them.
• Partners with the claimant, specialty resources, and more experienced resources to ensure each claim has a well-understood plan appropriate for the unique situation of each claimant, their functional capacity, and the prognosis for improvement.
• Executes individual claim action plans, serves as the point of contact for the claimant, and makes claim decisions.
• Manages the overall block of assigned claims, including prioritizing actions, appropriately utilizing resources, and making timely and accurate decisions.
• Provides a high level of service to the claimant, including delivering on commitments, timely return of phone calls, and clear communication.
• Proactively updates partners working with the claimant when key events are being considered or have occurred (e.g., closure, return to work).

Required Qualifications

• High school diploma or GED equivalent.
• New hires should live a commutable distance from the site the role is posted in.
• A comprehensive understanding of the disability contractual provisions, especially the definition of disability.
• Strong communication skills, including the ability to interview claimants dynamically to set expectations and obtain information necessary to administer the claim.
• Basic knowledge of medical conditions, treatments, and prognosis.
• Expertise in system and tools such as MDG, DPA, and Intellis, and how to leverage them to improve claim management effectiveness.
• Strong coaching and mentoring skills.
• Critical-thinking skills.
• Ability to give and receive feedback using specific measurements and observed behaviors.
• Openness to receiving feedback.
• Strategic-thinking skills.
• Prioritization skills, including the ability to balance quantity and quality.
• This role has mandatory paid training starting on June 22nd lasting for up to 7 weeks. Candidates must be available and present for all training days.

Preferred Qualifications

• A comprehensive understanding of the disability contractual provisions, especially the definition of disability.
• Strong communication skills, including the ability to coach Case Specialists to interview claimants dynamically with the goal of setting claimant expectations and obtaining information necessary to administer the claim.
• Basic knowledge of medical conditions, treatments, prognosis.
• Expertise in system and tools, i.e., MDG, DPA, Intellis and how to leverage tools to improve claim management effectiveness.
• Strong Coaching/Mentoring skills.
• Critical-thinking skills.
• Ability to give and receive feedback using specific measurements and observed behaviors.
• Openness to receiving feedback.
• Strategic-thinking skills.
• Prioritization skills. Ability to balance quantity and quality.

Compensation and Benefits

The expected salary range for this position is $48,000 - $52,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

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!

About MetLife

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.

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!

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”).

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.

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.

Key skills/competency

• Short Term Disability Claims
• Claim Assessment
• Medical Documentation Review
• Customer Communication
• Case Management
• Return to Work Programs
• Disability Contract Provisions
• Critical Thinking
• Problem Solving
• Insurance Operations