Individual Disability Claims Specialist II

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 IDI Claims Specialist is responsible for evaluating individual disability income insurance claims, exercising independent judgment, and making sound claim determinations in accordance with contract provisions and service standards across 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 make a meaningful impact in the lives of customers during critical moments.

In this role, the applicant will apply critical thinking and analysis to complex claim situations, collaborate with a broad network of internal and external partners, and help deliver fair, timely, and well-reasoned outcomes that support MetLife’s commitment to customers and communities.

Key Responsibilities

Manage a caseload of pending, ongoing, and appeal reviews, ensuring timely, accurate, and well-reasoned claim determinations in a high-volume environment. Conduct comprehensive fact-finding by gathering and evaluating medical, financial, occupational, and stakeholder information to support informed decisions. Develop clear, detailed documentation and correspondence, analyze evidence, identify gaps, and reconcile inconsistencies to produce defensible claim outcomes.

Coordinate communication with insureds, attorneys, brokers, and internal/external partners, explaining claim decisions, resolving issues, and ensuring alignment across stakeholders. Calculate and oversee benefit payments and financial components (including offsets and non-routine payments) while maintaining accurate records and resolving escalated concerns, including regulatory and executive inquiries.

Required Qualifications

Candidates must be within commutable distance from Tampa, Florida. High school diploma and the ability to apply foundational business knowledge to evaluate claims and communicate decisions clearly and professionally. Experience using business systems and documentation tools to manage claim files, track activity, and produce accurate written correspondence. Strong critical thinking, sound judgment, and analytical decision-making skills, with the ability to work independently in a fast-paced environment.

Excellent communication, customer service, organization, and professional writing skills, along with a proactive and solution-oriented approach.

Preferred Qualifications

Bachelor’s degree 3 to 5 years of related professional business experience Individual Disability Income claims experience Familiarity with FINEOS, including navigation, case management, and claims processing functions The expected salary range for this position is $60,000-$70,000 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.