Job Description

General Information City/Cities Oriskany State(s) New York Country United States Working Schedule Full-Time Work Arrangement Virtual Commutable Distance Required Yes Relocation Assistance Available No Posted Date 06-Dec-2025 Job ID 1177

Description and Requirements

Role Value Proposition:

Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. We're looking for unique talent with fresh perspectives that can propel innovation. In this role you will provide exemplary customer service by facilitating Multi-State Paid Family Leave (PFL) benefits, Family Medical leave Act (FMLA) and Americans with Disabilities Act (ADA) claim adjudication in a timely and accurate manner.

Key Responsibilities:

• Coaches, coordinates, and develops Multi-State PFL, FML and ADA Claims Specialists.
• Acts as resources for claim-related and technical issues.
• Monitors case managers' work queues to ensure claims team is meeting expectations and applicable performance guarantees.
• Conducts exceeds authority reviews daily, weekly quality audits; resolves escalated phone calls.
• Analyzes trending opportunities to provide ongoing trainings.
• Provides real time coaching to Claims Specialists.
• Provides feedback to Unit Leaders on individuals' and overall team performance.
• Daily and weekly reporting to ensure compliance measures are met.
• Performs other related duties as assigned or required.

Essential Business Experience and Technical Skills:

Required:

• Positive mindset and willingness to learn

• 1+ years of Disability Insurance experience

• Must be able to communicate clearly and effectively, both written and verbal

• Ability to work with autonomy, minimal direction

• Strong computer skills (word, excel, manipulating reports, spreadsheets, etc…)

• High School Diploma

Preferred:

• 1 + years of Paid Family Leave experience

• 5+ years of Disability Insurance experience

• Excellent analytical, decision making and problem-solving skills

• Highly self-motivated

Equal Employment Opportunity/Disability/Veterans

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