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Job Location: Virtual - 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.

• 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.

Preferred:

• Associate level or higher degree.

• At least 2 years experience in a direct customer service position preferred.

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.