Total Absence Management Case Specialist

About the role

At 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.

Responsibilities

• Handle, review, and administer Family & Medical Leave Act (FMLA) and/or Americans with Disabilities Act (ADA) claims and adhere to federal and state regulatory and/or company plan requirements.
• Establish FMLA/ADA workflow procedures and evaluate against appropriate leave plans and make initial claim decisions.
• Complete eligibility decisions during intake calls, gather pertinent data when necessary, from employee or other supporting systems as well as perform leave-ups as required, including recertification of health condition, intermittent claim tracking, RTW confirmation, etc.
• Update systems to accurately reflect leave status and ensure appropriate diary documentation exists.

Requirements

• High school diploma
• 1+ years related experience and strong customer satisfaction focus and attention to detail
• We need this individual to ensure they are processing claims to ensure we are providing the best service we can to our customers. We need to ensure that they are communicated with and are given exceptional customer service while we work on the claims that are submitted to us.

Qualifications

• Bachelor’s degree
• FMLA/ADA claims knowledge of process and procedures

Skills

Not specified

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.
• Paid time off, paid holidays, volunteer time off, tuition assistance and much more!

Pay

The expected salary range for this position is $41,600 - $52,500. 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.

Schedule

N/A