Job Responsibilities
Essential Functions
• Point of contact for delinquent customers. Track and follow-up with customer until case is paid to current or terminated and referred to collections. Ensures Regional Market objective of World Class Customer Service is met. Ensure that the assigned targets are met in accordance with SLA, compliance standards and internal standards.
• Prioritize daily workload to ensure a specified turnaround time (TAT) objective is maintained. Research and resolve billing inquiries and discrepancies for delinquent accounts with policy owner (employer), agents/brokers, and group sales offices. Ensure adherence to established attendance schedules.
• Continually monitor Delinquency Reports and notify group sales offices, policy owner and broker of past due account status to conserve business.
• Continually monitor lockbox report to resolve unallocated premium.
• Coordinate with legal on bankruptcy cases as appropriate.
• Review/Audit new case census data for accuracy of first bill.
• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
• Agents for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
• QCA for the purpose of feedback and audit.
• Trainers for the purpose of Pre-process and Process training.
Any other essential function that may occur from time to time as directed by the Supervisor.
Knowledge, Skills and Abilities
Process Specific Skills
• Knowledge about the Insurance industry in US
• Knowledge about US Culture
• Knowledge of collection fundamentals
Knowledge and skills
• Excellent listening, oral and written communication skills
• Escalate issues if required
• Proven customer service skills
• Excellent analytical and research skills
• Accounting/math problem solving skills
• Self-motivated, well organized, and flexible with a sense of urgency approach
• Teamwork/ Managing Self / Adaptability
• Ability to work successfully in production driven environment
• Adaptability to change
Other Requirements
• Ability to continually work in a challenging environment.
• Knowledge of MS Office - Excel, Power Point, Word
• Self-initiated and zeal for continuous improvement
• Should be able to present effectively
• Adaptability to change
• Ability to manage multiple tasks prioritizing effectively
Working Relationships
Internal Contacts
• Training, HR, Operations and other Enabling
Education Requirements
Education Requirements
• Graduate or Diploma holders with at least 15 years of education
Work Experience Requirements
Work Experience Requirements
Minimum six months of work experience in a related field is required. Experience in Insurance organizations / Banks shall be preferred.
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!
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Top Skills
What the Team is Saying
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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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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
