Disability Customer Advocate II
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Apply to Disability Customer Advocate II at MetLifeJob details
- Work type
- Remote
- Compensation
- $49,100 - $80,169/yr
- Posted
- 4 weeks ago
- Apply on
- metlifecareers.com
About this role
Description and Requirements
Description and Requirements
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.
Description and Requirements
Description and Requirements
The Disability Customer Advocate is 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. This is an exciting opportunity to continue to build on our customer confidence and loyalty and to display MetLife's values.
Description and Requirements
Description and Requirements
- Performs root cause analysis, identifies trends, and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers.
- Thoroughly investigates and resolves customer concerns while maintaining highest standards of objectivity and integrity.
- Handles escalations funneled through other areas as well, such the account team and the claims organization.
- Utilizes available resources to enhance trending analysis (DCA Database, escalations received).
- Makes recommendations about potential service or process improvements based on nature of customer trends being identified.
- Interacts with all levels of organization, including Legal, Disability Privacy Office, Account teams, Disability Operations, and Absence & Leave Consultants to resolve customer escalations.
- Maintains data integrity of DCA database.
- Performs other related duties as assigned or required.
Description and Requirements
Description and Requirements
- High school diploma.
- 2+ 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) required.
- Strong knowledge of current process and technology in place to support the existing Disability Customers.
- Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint).
Description and Requirements
Description and Requirements
College Degree
Customer Advocacy experience
Description and Requirements
The expected salary range for this position is $49,100 - $80,169. This role may also be eligible for annual short-term incentive compensation. 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! For more information regarding MetLife’s U.S. benefits, please click here.
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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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 maintains a drug-free workplace.