Dedicated Disability Customer Advocate
Apply NowCompany: MetLife Services and Solutions, LLC
Location: Bridgewater, NJ 08807
Description:
Description and Requirements
Role Value Proposition
Single point of contact for Absence Programs questions, issues or concerns for a Fortune 500 company located in Camden, NJ.
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.
Associate will be onsite with the customer at their Camden, NJ location as part of a hybrid schedule. Associate will be an extension of the customer's Benefits Operation Team, learning about their culture and processes while acting as a liaison with the MetLife Disability Claim Team.
Key Responsibilities
Single point of contact for the customer in supporting Short Term Disability, Long Term Disability and Leave of Absence programs:
Support daily operations and administration of Disability and Leave of Absence claims
- Clarify claim statuses and action items by coordinating multiple internal stakeholders at the customer: Leaves Team, HR at locations, Corporate HR Team
- Provide advice on additional actions that need to occur to resolve inquiries
- Respond to questions from the MetLife claim team to assist with claim processing which could include verifying FMLA eligibility within the customer's system, identifying reasons for late certifications, etc.
- Be able to explain rationale for claim decisions
- Share knowledge of state laws, statutory benefits and ADA.
Interact directly with the customer's HR Team, internal and external stakeholders
Utilize MetLife systems to clarify open questions about terminations, dates of leave or return to work
- Provide clarification on claim dates, if needed
- Research complex claim scenarios and recommend the appropriate next actions for resolution utilizing all system and personnel resources available
- Liaison partnership with Employment Law Team as required
- Initiate customer Managing End of Leave process and support HRBP as needed
Utilize Disability expertise to partner with the customer on improving current processes
- Leverage industry and Disability process knowledge to provide recommendations for potential service and process improvements.
- Identify trends, provide analysis to the customer and MetLife team with recommendations
Act as a customer advocate for the customer's employees
- Investigate and resolve customer questions and concerns raised by customer's HR Team on behalf of their employees.
- Maintain a log of all inquiries to allow tracking of volume and type of inquiry
- Help customer to understand root cause and trend analysis of inquiries. Assist with development of individual claim resolution action plans.
- Summarize individual claim data to identify overarching process changes focused on improving claimant satisfaction, processing accuracy and efficiency.
- Provide proactive approach to issue resolution
- Leverage relationships within customer and MetLife while using appropriate systems to quickly resolve questions
- Research claim status and return to work date prior to processing payments to prevent overpayments.
Essential Business Experience and Technical Skills
High school diploma, Bachelors degree preferred
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.
Knowledge of all Disability product lines (STD, LTD, FMLA, statutory claims) and ADA required.
Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint).
5+ year's experience leave working with a public company and working knowledge of Human Resource
Knowledge of Workday and UKG systems
The salary range for applicants for this position is 73,000 - 95,000.
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", Fortune World's 25 Best Workplaces for 2024, 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!
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.
73,000 - 95,000
Role Value Proposition
Single point of contact for Absence Programs questions, issues or concerns for a Fortune 500 company located in Camden, NJ.
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.
Associate will be onsite with the customer at their Camden, NJ location as part of a hybrid schedule. Associate will be an extension of the customer's Benefits Operation Team, learning about their culture and processes while acting as a liaison with the MetLife Disability Claim Team.
Key Responsibilities
Single point of contact for the customer in supporting Short Term Disability, Long Term Disability and Leave of Absence programs:
Support daily operations and administration of Disability and Leave of Absence claims
- Clarify claim statuses and action items by coordinating multiple internal stakeholders at the customer: Leaves Team, HR at locations, Corporate HR Team
- Provide advice on additional actions that need to occur to resolve inquiries
- Respond to questions from the MetLife claim team to assist with claim processing which could include verifying FMLA eligibility within the customer's system, identifying reasons for late certifications, etc.
- Be able to explain rationale for claim decisions
- Share knowledge of state laws, statutory benefits and ADA.
Interact directly with the customer's HR Team, internal and external stakeholders
Utilize MetLife systems to clarify open questions about terminations, dates of leave or return to work
- Provide clarification on claim dates, if needed
- Research complex claim scenarios and recommend the appropriate next actions for resolution utilizing all system and personnel resources available
- Liaison partnership with Employment Law Team as required
- Initiate customer Managing End of Leave process and support HRBP as needed
Utilize Disability expertise to partner with the customer on improving current processes
- Leverage industry and Disability process knowledge to provide recommendations for potential service and process improvements.
- Identify trends, provide analysis to the customer and MetLife team with recommendations
Act as a customer advocate for the customer's employees
- Investigate and resolve customer questions and concerns raised by customer's HR Team on behalf of their employees.
- Maintain a log of all inquiries to allow tracking of volume and type of inquiry
- Help customer to understand root cause and trend analysis of inquiries. Assist with development of individual claim resolution action plans.
- Summarize individual claim data to identify overarching process changes focused on improving claimant satisfaction, processing accuracy and efficiency.
- Provide proactive approach to issue resolution
- Leverage relationships within customer and MetLife while using appropriate systems to quickly resolve questions
- Research claim status and return to work date prior to processing payments to prevent overpayments.
Essential Business Experience and Technical Skills
High school diploma, Bachelors degree preferred
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.
Knowledge of all Disability product lines (STD, LTD, FMLA, statutory claims) and ADA required.
Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint).
5+ year's experience leave working with a public company and working knowledge of Human Resource
Knowledge of Workday and UKG systems
The salary range for applicants for this position is 73,000 - 95,000.
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", Fortune World's 25 Best Workplaces for 2024, 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!
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.
73,000 - 95,000