Reassessment Sr. Long Term Disability Claims

About the Role

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 Reassessment Senior LTD Claims Specialist is responsible for evaluating and managing ongoing long-term disability claims to ensure accurate, timely, and customer-focused claim decisions that support MetLife's commitment to making a meaningful impact in the lives of our customers and communities across the United States. Guided by our purpose — always with you, building a more confident future — and our New Frontier strategy focused on stronger growth, attractive returns, and all-weather performance, this is an exciting opportunity to apply critical thinking, independent judgment, and strong customer service skills to complex claim reassessments. In this role, the applicant will help ensure claimants receive clear communication, accurate benefit evaluations, and thoughtful support throughout the claims process.

Key Responsibilities

• Lead the evaluation and reassessment of moderately complex ongoing long-term disability claims, including reviews for potential additional earnings, fraud activity, return-to-work capacity, and changes in functionality.
• Create timely, balanced, and accurate claim documentation, recommendations, and written communications that support claim status updates and determinations.
• Oversee proactive verbal communication with claimants and/or their representatives, using empathy, active listening, and clear explanations to gather essential medical, occupational, financial, and claim-related information.
• Manage claim evaluations in a time-sensitive, fast-paced environment while ensuring compliance with plan provisions, state requirements, and department of insurance regulations.
• Develop well-supported claim decisions by clarifying and reconciling inconsistencies, applying critical thinking, and collaborating with Fraud, Waste, and Abuse resources as needed.
• Coordinate accurate benefit calculations, including monthly benefits after the elimination period, COLA, Social Security offsets, Rehab Return to Work benefits, and other non-routine payments.

Required Qualifications

• High school diploma and at least 2 years of LTD/IDI insurance claims experience to support independent claim evaluation and decision-making.
• Ability to effectively manage multiple systems and technology resources to document claim activity, evaluate information, and support accurate benefit administration.
• Strong critical thinking, analytical, and problem-solving skills, including the ability to exercise independent judgment and make decisions based on available facts.
• Excellent interpersonal, verbal, written communication, customer service, organizational, and time management skills, with the ability to handle complex situations effectively.

Preferred Qualifications

• Suggested 2+ years of experience in long-term disability, individual disability insurance, or related claims management work.
• Knowledge of STD/FML, state leave laws, workers' compensation, ERISA, and Social Security to support comprehensive claim evaluation and benefit coordination.
• Bachelor's degree or equivalent professional experience that supports effective analysis, communication, and decision-making in a claims environment.
• Demonstrated conceptual thinking, risk management, creativity, and adaptability when resolving complex claim scenarios and supporting customers through the claim process.

Pay

The expected salary range for this position is $58,000 - $69,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives.

Benefits

• Comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability.
• Company-paid life insurance and legal services.
• 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.
• Employee Assistance Program (EAP) and digital mental health programs.
• Parental leave, paid time off, paid holidays, volunteer time off, and tuition assistance.