ADA Claim Specialist - 12/28

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 At MetLife, we are committed to making a meaningful difference in the lives of our customers and communities. Within Global Technology & Operations (GTO), our teams work together to solve business challenges and deliver exceptional customer experience. In this role, you will have the opportunity to make a direct impact by managing ADA and PWFA accommodation claims with accuracy, timeliness, and care.

You will guide claims through the accommodation process, provide clear and responsive communication, and help deliver a consistent, high-quality experience for our customers.

Key Responsibilities

Manage ADA and PWFA accommodation requests from intake through resolution, including pregnancy, childbirth, and related medical-condition requests. Conduct employee and employer interviews, facilitate the interactive process, and gather and review appropriate medical and supporting documentation. Evaluate restrictions, limitations, essential job functions, and reasonable accommodation options, collaborating with clinical or vocational resources as needed.

Provide clear, well-supported accommodation recommendations, communicate employer decisions, and coordinate implementation and ongoing effectiveness of approved accommodations. Maintain complete, accurate, and timely case documentation while managing assigned inventory and meeting established quality, service, and turnaround expectations.

Required Qualifications

High school diploma The ability to work MST/PST Hours. To ensure the support and success of our customers in this time zone applicants must be able to work these hours. Working knowledge of FML regulations including leave type and administration. Strong written and verbal communication skills. Excellent organization, time management, and attention to detail. Strong critical-thinking and problem-solving abilities. Ability to manage multiple cases and competing priorities.

Ability to navigate sensitive conversations with professionalism and empathy. Strong documentation and case-ownership skills. Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Preferred Qualifications

Bachelor’s degree is preferred or 1-3 years claims experience in ADA accommodations, PWFA, disability, leave administration, HR, claims, or similar case-management work preferred. Experience in ADA accommodations, PWFA, disability, leave administration, HR, claims, or similar case-management work preferred. The expected salary range for this position is $52,000- $62,000. This role may also be eligible for annual short-term incentive compensation.

All incentives and benefits are subject to the applicable plan terms.