Senior Product Claims Analyst - 21306

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 Human Resource Information Systems (HRIS) Senior Product Claims Analyst serves as a key liaison between our internal claims operations, Human Resource (HR) technology teams, and our customer’s HR systems. This role ensures that all data transmitted through our Catalyst Claims Platform integrates seamlessly and accurately with customer systems such as Workday.

The ideal candidate is an analytical problem solver with strong HRIS knowledge, exceptional Excel skills, and a deep understanding of disability and leave programs.

Key Responsibilities

System Monitoring & Data Integrity Conduct daily and weekly reviews of data integrations between the Catalyst Claims Platform, the HRIS Application Programming Interface (API)/Human Capital Management (HCM) and employer Workday systems. Audit and analyze system reports, message logs, and audit reports using Excel (VLOOKUPs, pivot tables, formulas) to identify data discrepancies or errors. Troubleshoot and resolve errors that arise with HR technology integrations, including HRIS APIs, HCM platforms, and data file feeds.

Ensure timely and accurate corrections through EIB (Enterprise Integration Builder) creation, data adjustments, or internal communication and system updates. Collaboration & Customer Engagement Participate in daily/weekly customer calls to review integration performance, discuss outstanding issues, and develop action plans. Partner closely with internal teams and external customers to ensure full resolution of issues and long-term data accuracy.

Lead with accountability and follow-through—owning issues to completion, even when assisting or covering for other team members. Implementation & Continuous Improvement Support onboarding and implementation of new HRIS customers and system takeovers. Collaborate cross-functionally to enhance data accuracy, improve integration processes, and ensure customer satisfaction. Train and mentor newly onboarded HRIS Senior Product Claims Analysts.

Reporting & Analysis Generate, manipulate, and interpret daily/weekly operational reports to identify trends, issues, and resolve inaccuracies. Utilize Microsoft Copilot to create executive summaries, translate analytical findings into business-focused insights, and prepare stakeholder-ready reporting materials. Utilize Claude AI to validate results, compare datasets across systems, identify variances, and support proactive issue detection and resolution.

Provide analytical insights to drive proactive error prevention and process optimization. Complete and participate in additional duties assigned to support business needs and customer success.

Required Qualifications

Minimum 3 years of experience in Disability Claims, FMLA (Family and Medical Leave Act), and/or other paid leave types. Strong understanding of HR systems and HRIS integrations. Proficiency in Microsoft Excel — including advanced functions such as VLOOKUPs, pivot tables, conditional formulas, and data auditing. Demonstrated experience in data analysis, error troubleshooting, and data reconciliation. Strong sense of ownership and accountability, ensuring full resolution of issues and long-term system accuracy.

Excellent verbal and written communication skills, with an ability to explain complex issues clearly. Proven collaboration skills with both internal teams and external customers.

Preferred Qualifications

Experience with Workday, EIB processing, data feeds, APIs, and HCM platforms . Experience supporting HR technology implementations and integrations . Ability to work independently and manage multiple priorities in a fast-paced environment. The expected salary range for this position is $49 ,100 - $82,800 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.