Disability Customer Advocate - 21333

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 Responsible for the prompt investigation, management, and resolution of customer-initiated claim escalations, inquiries, and claim processing concerns. Partners across the organization to identify root causes, drive resolution, improve operational processes, and deliver an exceptional customer experience while maintaining compliance and claim integrity.

Key Responsibilities

• Conduct root cause analyses, identify emerging trends, and collaborate with internal stakeholders to address underlying issues and enhance the customer experience. Thoroughly investigate and resolve customer concerns while maintaining the highest standards of objectivity, professionalism, and integrity.

Manage escalations received through multiple channels, including Account Management, Claims Operations, brokers, employers, and senior leadership. Utilize escalation data, reporting tools, and the DCA database to identify trends, risks, and opportunities for improvement. Recommend service, process, and communication enhancements based on data analysis and customer feedback. Partner with cross-functional teams, including Legal, the Disability Privacy Office, Account teams, Disability Operations, and Absence & Leave Consultants, to resolve complex customer escalations.

Maintain the accuracy and integrity of the DCA database. Participate in conference calls and meetings with customers, brokers, employers, and internal stakeholders. Serve as a customer advocate while balancing contractual, regulatory, and operational requirements. Identify systemic issues and collaborate with leadership to implement corrective actions and sustainable solutions. Provide guidance and coaching to operational partners on customer experience best practices.

Track, analyze, and report escalation outcomes, trends, and key themes to leadership. Perform other related duties and responsibilities as assigned.

Required Qualifications

• 3+ years of disability and/or leave management experience, including Short-Term Disability (STD), Long-Term Disability (LTD), and Absence Management. Demonstrated experience handling escalated customer concerns and complex claim issues. Strong investigative, analytical, and problem-solving skills.

Excellent written and verbal communication skills, with the ability to influence stakeholders at all organizational levels. Ability to manage competing priorities in a fast-paced environment while maintaining quality and attention to detail. Demonstrated critical thinking skills in activities requiring analysis, investigation, and strategic planning. Strategic thinking skills with the ability to apply sound judgment and make decisions aligned with business objectives.

Ability to build and maintain effective partnerships with internal and external stakeholders. Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organizing information, and improving day-to-day efficiency. Demonstrated ability to influence outcomes and drive resolution across multiple business partners without direct authority.

Preferred Qualifications

Advanced proficiency in Microsoft Excel, Word, and PowerPoint. Experience conducting root cause analyses and trend reporting, supported by strong analytical and problem-solving skills. Ability to work independently and exercise sound judgment in decision-making. Ability to effectively manage multiple priorities in a fast-paced, evolving environment. Experience presenting findings, insights, and recommendations to leadership.

Knowledge of disability, leave, and privacy regulations. Experience managing escalated customer issues within insurance, disability, or leave administration environments. The expected salary range for this position is $49 ,100 - $72,000 .

This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.