Disability Customer Advocate

  • Company: MetLife
  • Location: Tampa, Florida
  • Posted: February 07, 2017
  • Reference ID: 41661-en_US

Job Location: United States : Tampa : Florida



At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities.  The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, claims analysts and project managers with the freedom to create innovative and solutions to address core business challenges with MetLife. This role will be 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.



  • 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 as brokers, the account team, and the claims organization.
  • Utilizes available resources to enhance trending analysis (DSA Database, MetLink, Cubes, and the Scorecard).
  • Makes recommendations about potential service or process improvements based on nature of customer trends being identified.
  • Assists internal partners in development of resolution action plans and monitors progress until full resolution has been achieved.
  • Interacts with all levels of organization, including Legal, Disability Privacy Office, Account teams, Disability Operations, and Disability Consultants to resolve customer escalations.
  • Maintains data integrity of DSA database.
  • Performs other related duties as assigned or required. 


  • High School Diploma
  • 5+ years of disability claims management experience, including knowledge of other Employee Benefit programs (e.g., Workers Compensation, Life Insurance) and relative Federal and State Laws. .
  • Strong knowledge of current process and technology in place to support the existing Disability Customers.


Operations : Claims




At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 41661 

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