MetLife

Role Value Proposition

Global Operations (Global Ops) 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 deliver high quality service to participants and customers by providing administrative services relating to enrollments, system reconciliations and answering members phone calls.

Key Responsibilities  

• Supports the Life/Dental/A&H teams as needed (floating position)
• Tracks/Reviews QA results and provides feedback to leaders/Learning Partner for work instruction updates
• Conduct quality audits on associates during their nesting period
• Supports Team Seniors as needed
• Provides technical expertise to management for decision making by participating in operational analyses and studies.
• Handles complex and escalated issues and sees them through to resolution; does research on customer complaints
• Completes work tasks assigned on a daily basis within stated turnaround times
• Processes a variety of tasks to make sure members records are correct and up to date
• Processes forms and inputs member data into the platform systems
• Acts as subject matter expert on individual contract provisions; establishes, maintains, and enhances favorable relationships with internal and external customers and plan participants
• Handles escalated calls/cases from other team members
• Has authority to deviate from standard procedures and can make independent decisions without supervisor approval to successfully resolve disputes
• Participate on calls/meetings to explain process/procedures and resolve issues
• Act as a liaison between the department and IT to support the unit’s business needs and represents user in all system enhancements and design activities
• Prepares recommendations to management to produce more effective, cost-efficient means of accomplishing work, including workflow, form revision, and process changes
• Performs other related duties as assigned or required

Essential Business Experience and Technical Skills 

Required:

• 3-5 years of related work experience
• Experience in one Life/Dental/A&H Recordkeeping team at minimum
• Excellent Microsoft Office skills
• Excellent written and verbal communication skills
• High School Diploma 

Preferred: 

• Knowledge of applications, like UIS, Atlas, or Ingenium
• Associates Degree or Bachelor’s Degree in related field or equivalent experience
• Microsoft Office skills with a focus on Excel

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.