Lead Short Term Disability Claim Specialist

Job description

Description and Requirements The Team You Will Join 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 Opportunity Claim owner and decision-maker . Requiring experience in working and handling Short Term Disability Claims and concurrent Absence leaves. Responsible for administering claims within contractual provisions and internal /external guidelines. Establishes a relationship with claimants in order to understand their perspective on their disability/leave.

Using that perspective and other information, identifies the claimant’s functional capacity and leverages that capacity within the context of the contract to support and encourages return to work as appropriate . These team members will be assigned to support a variety of customers and teams based on the staffing needs on any given day.

Key Responsibilities

Provides a high-level of service to the claimant, including delivering on commitments, timely return of phone calls, and clear communication. Proactively communicates with the claimant to set expectations, assess medical and non-medical barriers to return to work, and keep him or her fully aware of the status of the claim, including setting expectations with the claimant if other resources (Voc, etc.) will be contacting him/her.

Applies all appropriate provisions of the disability contract and/or statutory requirements to ensure that MetLife’s liability is understood and appropriately applied throughout the life of the claim. Within the context of liability, encourage and support return to work through a variety of programs and methodologies. Partners with the claimant, specialty resources, and more experienced resources to ensure that each claim has a well-understood plan that is appropriate for the unique situation of each claimant, his or her functional capacity and the prognosis for an increase in that capacity.

Manages overall block of assigned claims, including prioritizing actions, appropriately utilizing resources, and timely and accurate decision . Executes individual claim action plans, serves as point of contact for the claimant, and makes claim decisions. Proactively updates partners that may be working with the claimant when key events are being considered or have occurred. (Closure, RTW, etc.). Senior will provide feedback based on claim reviews.

Senior will be leaned on to help coach and take on more complex cases based on their expertise. Senior will be working across platforms and reviewing multiple plan designs.

Required Qualifications

A comprehensive understanding of the disability contractual provisions, especially the definition of disability, as well as concurrent absence and PML/PFL leaves. Must have a minimum of 1 years Short Term Disability Experience. Knowledge in Legacy and Catalyst platforms, along with foundational knowl edge of medical conditions, treatments, and prognosis, to support effective claim administration. Demonstrate strong communication, critical-thinking, and strategic decision-making skills through dynamic claimant interviews, expectation setting, information gathering, and collaborative partner feedback.

Effectively prioritized workload while balancing quality and productivity, with the flexibility to support multiple customers, navigate ambiguity, and adapt to changing daily assignments. Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Preferred Qualifications

Bachelor’s Degree or some college or degree preferred Proficient in Microsoft Word/Excel Prior STD and/or Family Medical Leave Act claims knowledge preferred. Strong communication skills, both written and oral, s trong problem solving and analytical skills, d emonstrated critical thinking in activities requiring analysis, investigation, and/or planning. Ability to work independently, multitask, comfortable working with multiple priorities in a changing environment, manage through constant change and to prioritize and maintain quality.

Ability to work across platforms and plan designs. The expected salary range for this position is $41,600 - 72,300 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.