Customer Service Associate - 19328

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 screening incoming mail using the FEGLI claim system to determine ownership, entering new claims into the FEGLI claim system and reviewing all documents required to make claims ready for review. Processes incoming mail on assigned claims and managing an inventory of cases which are not yet ready for review. Handles callups and produces system generated and manual letters to request documents from claimants or agencies. Handles incoming calls on the FEGLI 800 line. Processing simple claims.
Key Responsibilities
Receiving and handling incoming calls regarding Group Life Claims.
Review Group Life claims submission for completeness and accuracy, as well as processing simple Group Life Claims.
Cycle check (peer review) claims prior to final payment.
Screen incoming mail, faxes and correspondence using the claim system to identify ownership.
Process incoming beneficiary designations and manual certifications from the customer, enters receipt dates into the FEGI claim system.
Entering new claims into the claim system using a defined set of document criteria as well as update the system based on incoming mail or documentation.
Review documents required to make a claim Ready for Review by a claim approver (certification, death certificate, claim form, beneficiary designation, and funeral assignment).
Review claims and placing them on future call up if not all documents are received to make ready for review as well as handle Expired call-ups.
Producing system generated letters.
Write manual letters and correspondence to claimants or agencies.
Maintain quality and production standards as defined in the operational metrics.
Required Qualifications

• Strong data entry skills required.
• Excellent oral and written communication skills.
• Ability to adjust to multiple demands and shifting priorities.
• Consistently demonstrates the MetLife values.
• Plans and organizes time and priorities to achieve business results.
• Uses business knowledge to make the best decisions for MetLife and its customers.
• Shows commitment to team objectives and assists teammates with work.
• Presents information in a clear and organized manner.
• PC knowledge required.
• Ability to work overtime required.
• Good oral communication skills.
• Work with confidential files.
• Ability to manage workload to meet tight deadlines.

Preferred Qualifications

• Associates Degree desired
• 1-2 years insurance claims experience desirable.
• Basic knowledge of Group Life claims desirable.

The expected salary range for this position is $41,600 - $48,900 . . 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.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please click here .
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.