Disability Customer Advocate - 21333

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 the prompt investigation, management, and resolution of customer-initiated claim escalations, inquiries, and claim processing concerns. Partners across the organization to identify root causes, drive resolution, improve operational processes, and deliver an exceptional customer experience while maintaining compliance and claim integrity.
Key Responsibilities
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• Conduct root cause analyses, identify emerging trends, and collaborate with internal stakeholders to address underlying issues and enhance the customer experience.
  • Thoroughly investigate and resolve customer concerns while maintaining the highest standards of objectivity, professionalism, and integrity.
• Manage escalations received through multiple channels, including Account Management, Claims Operations, brokers, employers, and senior leadership.
• Utilize escalation data, reporting tools, and the DCA database to identify trends, risks, and opportunities for improvement.
• Recommend service, process, and communication enhancements based on data analysis and customer feedback.
  • Partner with cross-functional teams, including Legal, the Disability Privacy Office, Account teams, Disability Operations, and Absence & Leave Consultants, to resolve complex customer escalations.
  • Maintain the accuracy and integrity of the DCA database.
• Participate in conference calls and meetings with customers, brokers, employers, and internal stakeholders.
• Serve as a customer advocate while balancing contractual, regulatory, and operational requirements.
• Identify systemic issues and collaborate with leadership to implement corrective actions and sustainable solutions.
• Provide guidance and coaching to operational partners on customer experience best practices.
• Track, analyze, and report escalation outcomes, trends, and key themes to leadership.
• Perform other related duties and responsibilities as assigned.

Required Qualifications
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• 3+ years of disability and/or leave management experience, including Short-Term Disability (STD), Long-Term Disability (LTD), and Absence Management.
• Demonstrated experience handling escalated customer concerns and complex claim issues.
• Strong investigative, analytical, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to influence stakeholders at all organizational levels.
• Ability to manage competing priorities in a fast-paced environment while maintaining quality and attention to detail.
  • Demonstrated critical thinking skills in activities requiring analysis, investigation, and strategic planning.
• Strategic thinking skills with the ability to apply sound judgment and make decisions aligned with business objectives.
• Ability to build and maintain effective partnerships with internal and external stakeholders.
  • Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organizing information, and improving day-to-day efficiency.
• Demonstrated ability to influence outcomes and drive resolution across multiple business partners without direct authority.

Preferred Qualifications

• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience conducting root cause analyses and trend reporting, supported by strong analytical and problem-solving skills.
  • Ability to work independently and exercise sound judgment in decision-making.
• Ability to effectively manage multiple priorities in a fast-paced, evolving environment.
  • Experience presenting findings, insights, and recommendations to leadership.
• Knowledge of disability, leave, and privacy regulations.
• Experience managing escalated customer issues within insurance, disability, or leave administration environments.

The expected salary range for this position is $49 ,100 - $72,000 . This role may also be eligible for annual short-term incentive compensation. 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.