• Coaches, coordinates, and develops STD Case Managers
• Monitors case managers' work queues to ensure claims team is meeting expectations and applicable performance guarantees
• Conducts exceeds authority reviews daily, weekly quality audits; resolves escalated phone calls
• Analyzes trending opportunities to provide ongoing trainings
• Provides real time coaching to Case Managers, who are handling STD Cases.
• Provides feedback to Unit Leaders on individuals' and overall team performance
• Daily and weekly reporting to ensure compliance measures are met
• Performs other related duties as assigned or required
• Establish action plans for each file to bring claims to resolution
• Utilize internal and external specialty resources to maximize impact on each claim file
• Ensure that the assigned targets are met in accordance with SLA, compliance and Internal standards
• Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence
• Work as a team member to meet office goals to obtain disability's vision while demonstrating core values and meeting key measures
• Meet and Exceed Operational Efficiency goals, Demonstrate Service Delivery and Customer Satisfaction goals, including prioritizing actions, appropriately utilizing resources timely, maintaining data integrity through accurate benefit decision and payment
• Accountable for accurate financial decisions on block of claims with financial base benefit amounts up to $8000 per week (any other defined limits) per claim decisions made in accordance with Customer provisions
• Ensure that the assigned targets are met in accordance with SLA, compliance and internal standards,
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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!
#BI-Hybrid
Skills Required
- Coaching and developing a team
- Monitoring work queues and performance
- Conducting quality audits
- Analyzing training opportunities
- Report generation and compliance measures
What the Team is Saying
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MetLife Compensation & Benefits Highlights
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Retirement Support — Retirement benefits combine a 401(k) with company match and a company‑funded cash‑balance pension. This uncommon pairing strengthens long‑term security.
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Parental & Family Support — Family supports include paid parental leave, adoption assistance, caregiving resources, fertility coverage, and practical travel supports for nursing parents. These provisions go beyond core insurance to address real‑world family needs.
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Leave & Time Off Breadth — Time away includes a minimum of 22 days of PTO annually and a paid volunteer day, alongside bereavement and other leave options. This breadth provides meaningful flexibility for rest and life events.
MetLife Insights
What We Do
We're honored to be No. 10 on Great Place to Work's World's Best Workplaces and recognized in the Fortune 100 Best Companies to Work For® list in 2025. At MetLife, we're leading the global transformation of an industry we’ve defined for over 157 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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MetLife Teams
MetLife Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
