Disability Customer Advocate II - 6/1/26

Description and Requirements
Role Value Proposition
Responsible for the expedient management and resolution of customer-initiated claim escalations, inquiries, or claim processing questions while ensuring the highest level of customer satisfaction.
Location : 100% Virtual
Key Responsibilities

• Performs root cause analysis, identifies trends, and proactively works with internal partners to rectify issues identified and enhance overall service satisfaction of customers.
• Thoroughly investigates and resolves customer concerns while maintaining highest standards of objectivity and integrity.
• Handles escalations funneled through other areas as well, such the account team and the claims organization.
• Utilizes available resources to enhance trending analysis (DCA Database, escalations received).
• Makes recommendations about potential service or process improvements based on nature of customer trends being identified.
• Assists internal partners in development of resolution action plans and monitors progress until full resolution has been achieved.
• Interacts with all levels of organization, including Legal, Disability Privacy Office, Account teams, Disability Operations, and Disability Consultants to resolve customer escalations.
• Maintains data integrity of DCA database.
• Performs other related duties as assigned or required.

Essential Business Experience and Technical Skills Required

• High school diploma.
• 3+ years Disability claims management/processing experience, including knowledge of other Employee Benefit programs (e.g., FMLA and Leaves) and relative Federal and State Laws.
• K nowledge of all Disability product lines (STD, LTD, FMLA, statutory claims) required.
• Strong knowledge of current process and technology in place to support the existing Disability Customers.
• Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint).

The expected salary range for this position is $54,000 - $80,000. 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!
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.
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.
$54,000 - $80,000