Total Absence Management Claims Specialist

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.

Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. The Absence Leave Solutions Organization is a fast-paced, ever-changing environment in which MetLife strives to create and maintain collaborative solutions for our customers’ leave landscape. We’re looking for unique talent with fresh perspectives that can propel innovation. In this role, you would be responsible for managing a combination of leaves, including but not limited to Americans with Disabilities Act (ADA), Family and Medical Leave Act (FMLA), Paid Family and Medical Leave (PFML), and Benefit Calculated Employer Leave (BCEL) claims.

This is a virtual role that requires working from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, or business continuity.

Responsibilities

• Review and adjudicate leave and/or accommodation requests in compliance with federal, state, and company policies.
• Establish eligibility and applicability of leave requests while ensuring timely communication with employees, employers, and other key stakeholders to appropriately determine liability.
• Maintain active oversight of leave claims from initiation to closure, following appropriate policies and procedures around timely submission of information and absences in accordance with the plan(s).
• Provide exceptional customer service while maintaining confidentiality and regulatory compliance requirements.
• Support a continuous focus on quality and improvement by ensuring efficiency, accuracy, and a positive claimant experience.
• Meet and exceed Key Performance Indicators and productivity metrics while maintaining quality.

Requirements

• Strong communication skills, both written and oral.
• Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning.
• Proficiency in letter writing and Microsoft Word.
• 2-4 years of customer service background.
• High School Diploma.

Qualifications (Preferred)

• 1+ years of experience in one or more state and federal leave laws.
• College Degree.

Pay

The expected salary range for this position is $45,500–$50,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Benefits

MetLife’s U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. Offerings include:

• A comprehensive health plan that includes medical, prescription drug, and vision coverage.
• Dental insurance.
• No-cost short- and long-term disability.
• Company-paid life insurance and legal services.
• A retirement pension funded entirely by MetLife and a 401(k) with employer matching.
• Group discounts on voluntary insurance products, including auto, 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, and volunteer time off.
• Tuition assistance and much more.