Description and Requirements
Role Value Proposition:
Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. We're looking for unique talent with fresh perspectives that can propel innovation.
In this role your overall function will be to support our retail life and annuity operations teams by researching complex case scenarios and providing advice, information, direction and technical assistance to bring resolution while ensuring compliance with all applicable regulatory and legal requirements. You will also review, edit & approve complaint responses prepared by our Third Party Administrative team to be sent to customers & regulatory agencies over your name as well as provide follow up and direct customer support where needed. Additionally, you will handle research, document gathering and validation, and subject matter expertise to our legal partners in litigation matters involving individual life insurance products. You will review and analyze requests initiated by customers or our Risk teams. These cases involve may involve allegations of fraud or privacy breaches as reported by the operational teams, the SIU, or the customer. Conduct full case review and conduct investigations to assess the situation and offer guidance to the operations teams as well as work with our SIU and legal partners to assist in detailed case development with both internal and external investigators and team members.
Virtual roles predominantly work from a home office with monthly visits to the assigned GCSO Office as needed for team events, meetings, training, business continuity, etc.
Key Responsibilities:
Performs at a senior level handling complex, large scale or escalated assignments using customer service skills & technical knowledge to advise on questionable life insurance or annuity operational situations, claims resolutions, customer complaints and ensures compliance with all regulatory requirements.

• Work closely with our Business Controls, Compliance & Product partner to review legislation to determine the impact on retail life claims and policy administration and recommends & implements changes to procedures to ensure compliance for MetLife and it's Third Party Administrators (TPAs)
• Review life insurance and annuity contract language in complex situations to support operational units to provide advice in a variety of situations including determining eligibility for benefits, payment amounts or where contractual provisions are unclear or in dispute.
• Review various legal documents, including POAs, guardianship, estate, trust, etc. to determine party rights and proper distribution of proceeds.
• Critically reviews contestable claims for possible rejection due to misrepresentation or fraud and handles the communication to customers in these situations as well as supporting the legal department in any actions filed in these matters.
• Provides support to the law department including deposition testimony, document production, case review & summary, operational information & support and any other required assistance in interpleader, pre-litigation and litigation matters.
• Reviews situations where eligibility for benefits, payment amounts, contractual provisions or the rightful payee are unclear or in dispute by reviewing the case history and handling details.
• Interacts with internal and external customers, TPAs, claimants, beneficiaries, attorneys, upper management, auditors and state insurance departments.
• Provide guidance and training to Technical Advisors using your critical experience.

• Conducts on line detailed internet, database and direct investigations to identify and validate information and potential discrepancies in customer requests.
• Provide clear and concise reviews to a variety of internal and external partners/customers including management, associates, customers, insurance departments, fraud bureaus and/or law enforcement, as appropriate, etc
Essential Business Experience and Technical Skills:
Required:
• 8+ years experience in Life insurance, annuities or financial operations
• Focus on customers, problem solving and risk aversion.
• Bachelor's degree or equivalent experience
• NASD Series 6 or 7 (may be obtained after hire)
• Must be able to handle multiple tasks, set schedules and priorities to meet both internal and external deadlines for effective time management
• Demonstrated technical excellence in writing and editing skills, clear and concise communication skills and consulting skills, with supporting rationale
• Must have sound business judgement
• Strong team collaboration and relationship management skills
• Creative, positive, engaging, upbeat and can-do attitude
Competencies:

• Accuracy/Attention to Detail - Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy and ensuring completeness when providing requested analysis and documentation
• Decision Making & Critical Thinking - Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately and reach productive decisions.
• Analytical Thinking - Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.
• Effective Communication - Understanding of clarity in effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Skills:

• Provides guidance and advice to a variety of clients by formulating key messages and the most effective methods and media
• Collaborates with internal departments to ensure an integrated communications approach and closed loop process to ensure that opportunities are identified to prevent future issues of the same nature
• Broad knowledge of supported business functions, processes/procedures, workflow systems, and transactions

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.
The salary range for applicants for this position is $75,000 - $85,000.
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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
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.
$75,000 - $85,000