Job Description

Job Opportunity

Must live within a commutable distance of the Tampa MetLife Office. Training will be in person for 2 weeks. Once a month in office for meetings.

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.
• Preferred: Associate level or higher degree.
• At least 2 years experience in a direct customer service position preferred.
• 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.

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.

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