Senior Associate

Description and Requirements
Role Value Proposition
This position is with GSS Operations. An individual will be aligned with RIS team. In this position need to perform is responsible for managing administrative tasks like updating the policies' details based on the request and core documents of the policy.
Work includes critical financial transactions like bank change, and payment re-issue for annuitants that have opted for a structured settlements product from MetLife. Pension Ops team maintains the accounts of the annuitant.
Associates update customer information on Mainframe sessions & ACE. Pension Ops is a part of Retirements Income Solutions wherein the team do direct payments to the annuitant's basis the policy chosen by the customers in the form of monthly or Lumpsum Payments.
Direct Pay Ops Admin Team provides administrative support in few work types in Direct Pay Ops Value Chain which includes Retirements, CA start up payments for US Annuitants and Kyriba wires for foreign nationals.
Team processes various transactions for Annuities and Pensions, Retirements etc. using multiple applications verifying all necessary documents before processing.
Approvers will be approving certain transaction types and should be able to process transactions as per the requirement. They also need to fill in the approver checklist and provide feedback for rejection. They should be handling rush requests and send communication real time to processors.
Approver must be very careful while rejecting the case defining the error and solution in feedback email.
Key Responsibilities

• Good written and oral communication skills.
• Strong understanding and comprehension of the English language.
• Good Analytical, problem-solving skills.
• Very High Detail Orientation.
• Process claims as per the set healthcare guidelines.
• Respond to customer requests via multiple sources, providing excellent service to MetLife's customers who have insurance or other financial service products or benefit plans.
• Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Accurate processing of Retirement Solutions and Income and meeting productivity targets.
• Manage end-to-end processing for RIS and Income Annuities, including updating policy details and ensuring all changes reflect the validated customer request like Deductible, coinsurance, copay, out of pocket.
• Able to learn, adapt, implement process guidelines into practice, work as a natural team-player in the process.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
• Verify and crosscheck all policy documents and requests received, ensuring completeness, accuracy, and adherence to internal controls.
• Need to ensure quality and productivity targets are met.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Apply strong comprehension, documentation, and problem-solving skills to interpret customer requests and resolve processing or indexing challenges.
• Understand and interpret the handwritten documents from US customers also determine the updated address from LN application.

Education, Technical Skills & Other Critical Requirement
Education: Bachelor's degree (Any Stream) With minimum of 15 years of education.
Experience (In Years): 1/2 years of work experience in US claim or policy Admin processing and Customer service experience preferably in Insurance Domain.
Technical Skills

• Computer navigation skills.
• Keyboarding and data entry speed (minimum 30 wpm with 90% accuracy).
• Working knowledge of MS Excel and MS Word.

Process Specific Skills

• Knowledge of Insurance principles in relation to the US Insurance industry.
• Knowledge about US Culture.
• Knowledge of Policy admin and retirement income solutions will be an added advantage.
• Written- External/Internal (Free Flow) Email Writing.
• Free flow correspondence creation.
• Excellent comprehension skills - Interpret/analyze data from various resources, understands, documents and responds appropriately.
• Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organizing information, and improving day-to-day efficiency.
• Working knowledge of AI capabilities with the ability to evaluate and validate outputs with guidance.

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.
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!
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