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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 your primary function will be to support our retail life and annuity operations teams by researching complex case scenarios and providing advice, information, direction and technical assistance to bring resolution while ensuring compliance with all applicable regulatory and legal requirements. You will also review, edit & approve complaint responses prepared by our Third Party Administrative team to be sent to customers & regulatory agencies over your name.

Virtual roles predominantly work from a home office with monthly visits to the assigned GCSO Office as needed for team events, meetings, training, business continuity, etc.

Key Responsibilities

Performs at an intermediate level handling moderate to complex assignments using skills & technical knowledge to advise on questionable claims situations, claims resolutions, customer complaints and ensures compliance with all regulatory requirements.

• Review contract language in complex situations to support operational units to provide advice in a variety of situations including determining eligibility for benefits, payment amounts or where contractual provisions are unclear or in dispute.

• Provide clear and concise case analysis to a variety of internal and external partners/customers including management, associates, customers, insurance departments, product & legal partners.

• Suggest solutions to customer issues and facilitate the communication & implementation for successful resolution.

• Review various legal documents, including POAs, guardianship, estate, trust, etc. to determine party rights and proper distribution of proceeds.

• Works closely with other members of Advisory Services, Business Controls and Legal department to make appropriate suggestions for action to the operational units and provides support and guidance in communicating with the customer in escalated situations.

• Provides support to the law department including deposition testimony, document production, case review & summary, operational information & support and any other required assistance in interpleader, pre-litigation and litigation matters.

• Analyze cases referred for potential fraudulent transactions/account takeover situations and partner with other investigative units and departments for immediate action & reporting as required.

• Take part in ongoing training opportunities to remain up to date on current issues.

• Prepare and share knowledge to team members and other impacted areas, as needed, to ensure that our procedures and processes are up to date and followed correctly by the business.

• Reviews legislation to determine the impact on retail life claims and policy administration and recommends & implements changes to procedures to ensure compliance for MetLife and it’s Third Party Administrators (TPAs)

Essential Business Experience and Technical Skills

Required:

• 4-6 years experience in insurance, annuities, or financial services

• NASD Series 6 or 7 (may be obtained after hire)

• Communicates effectively both verbally and in writing

• Excellent computer skills, ability to learn and adapt skills for internet related investigations

• Demonstrates problem solving and analytical skills with decisive actions that can be communicated for action by others and supported with clear and concise rational

• Strong organizational skills & attention to detail in reviewing documents & case histories to ensure completeness & accuracy for preparation of responses to potential litigation matters

Preferred

• Prior experience or knowledge of MetLife individual life and/or annuities operations (including policies administered by TPAs), familiarity with procedures, systems, forms and transactions.

• Confident use of all Office Suite products including the ability to create PowerPoint presentations, develop spreadsheets and documents with an attention to detail and accuracy to meet the needs of the team and organization, as they arise.

• Proficient in creating and editing clear and professional business communications/responses to customers, attorneys, regulatory agencies, and internal associates.

• Ability to multitask efficiently, adjust priorities and meet deadlines consistently.

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.