Benefit Intake Specialist

Job Location: Virtual – Must live within a commutable distance of the Tampa MetLife Office

Training will be in person for 2 weeks

The Team You Will Join

Global Customer Service & Operations (GCSO) 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 be responsible for providing exemplary customer service by servicing long term care insurance claims in a timely and accurate fashion.

Key Responsibilities:

Handles incoming calls through the claim toll free lines

Provides plan/policy and claim information, assists with submission of claims and makes outbound calls to gather missing information on incomplete claims.

Conducts research when needed to resolve customer questions or complaints.

Able to appropriately explain varying plan provisions to customers accurately and in a professional manner.

Responds to telephone inquiries from insureds regarding specific claim details.

Understands processes in entire department to assist callers with questions.

Works closely with the claim analysts and care managers to provide a seamless customer experience.

Outbound calls and letters to customers and providers to research incomplete claims.

Escalates complaints and potential complaints appropriately.

Documents calls in computer system.

Completes letters, tasks and problem solving for resolution of customer issues.

Contributes ideas that enhance service quality.

Performs project work and other related duties as assigned or required.

Essential Business Experience and Technical Skills:

Required:

· High School Diploma.

· Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning.

· Strong problem solving and analytical skills.

· Ability to work independently.

· Comfortable working with multiple priorities in a changing environment.

· Ability to prioritize and maintain quality.

Preferred:

· Associate level or higher degree.

· At least 2 years experience in a direct customer service position preferred.

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.