Lead Long Term Disability Claims 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 The Lead LTD Claims Specialist is responsible for independently managing the most complex long-term disability claims, ensuring accurate, compliant, and well-documented claim decisions that support claimants, customers, and business partners across the Long-Term Disability function in the United States. Guided by our purpose – always with you building a more confident future – and our New Frontier strategy focused on stronger growth, attractive returns and all-weather performance, this is an exciting opportunity to serve as a technical expert and emerging leader within MetLife’s LTD claims organization.

In this role, the applicant will influence claim quality and outcomes, mentor and support peers, resolve complex claim issues, and contribute to continuous improvement initiatives that enhance the customer experience.

Key Responsibilities

Lead the management of the most complex long‑term disability (LTD) claims by exercising independent judgment to ensure accurate, timely, and compliant claim decisions. Create thorough claim documentation and correspondence by analyzing medical, occupational, financial, and policy information to support well‑documented determinations. Oversee claim evaluations by identifying and reconciling inconsistencies, leveraging Fraud, Waste and Abuse resources, and resolving escalated customer concerns while referring matters to appeals, complaints, or litigation support as needed.

Manage communication with claimants, customers, providers, attorneys, brokers, and family members by delivering clear, timely updates on claim status, determinations, and complex benefit calculations. Develop associate capability and claim quality by supporting onboarding, coaching, mentoring, and participating in projects that drive continuous improvement and enhance customer experience. Coordinat e with internal and external partners, including physicians, attorneys, vocational consultants, and CPAs, to obtain and evaluate information required for thorough and defensible claim decisions.

Required Qualifications

5+ years of LTD/IDI insurance claims experience. Demonstrated customer service skills through internal and external customer interactions. Experience applying independent judgment and making well-reasoned decisions based on available facts. Strong problem-solving and critical-thinking skills with s trong organizational and time-management skills. Proficiency working across multiple systems and technology resources in a fast-paced environment.

Experience utilizing AI in a professional environment

Preferred Qualifications

Bachelor’s degree; and knowledge of STD/FMLA, state leave laws, workers’ compensation, ERISA The expected salary range for this position is $64,000 - $80,000 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.