Role Value Proposition

• Single point of contact for Absence Programs questions, issues or concerns for a Fortune 500 company located in Camden, NJ.

• Responsible for the expedient management and resolution of customer-initiated claim escalations, inquiries, or claim processing questions while ensuring the highest level of customer satisfaction.

• Associate will be onsite with the customer at their Camden, NJ location as part of a hybrid schedule. Associate will be an extension of the customer’s Benefits Operation Team, learning about their culture and processes while acting as a liaison with the MetLife Disability Claim Team.

Key Responsibilities

Single point of contact for the customer in supporting Short Term Disability, Long Term Disability and Leave of Absence programs:

• Support daily operations and administration of Disability and Leave of Absence claims

- Clarify claim statuses and action items by coordinating multiple internal stakeholders at the customer: Leaves Team, HR at locations, Corporate HR Team - Provide advice on additional actions that need to occur to resolve inquiries - Respond to questions from the MetLife claim team to assist with claim processing which could include verifying FMLA eligibility within the customer’s system, identifying reasons for late certifications, etc. - Be able to explain rationale for claim decisions - Share knowledge of state laws, statutory benefits and ADA.

• Interact directly with the customer’s HR Team, internal and external stakeholders

• Utilize MetLife systems to clarify open questions about terminations, dates of leave or return to work

- Provide clarification on claim dates, if needed - Research complex claim scenarios and recommend the appropriate next actions for resolution utilizing all system and personnel resources available - Liaison partnership with Employment Law Team as required - Initiate customer Managing End of Leave process and support HRBP as needed

• Utilize Disability expertise to partner with the customer on improving current processes

- Leverage industry and Disability process knowledge to provide recommendations for potential service and process improvements. - Identify trends, provide analysis to the customer and MetLife team with recommendations

• Act as a customer advocate for the customer’s employees

- Investigate and resolve customer questions and concerns raised by customer’s HR Team on behalf of their employees. - Maintain a log of all inquiries to allow tracking of volume and type of inquiry - Help customer to understand root cause and trend analysis of inquiries. Assist with development of individual claim resolution action plans. - Summarize individual claim data to identify overarching process changes focused on improving claimant satisfaction, processing accuracy and efficiency. - Provide proactive approach to issue resolution - Leverage relationships within customer and MetLife while using appropriate systems to quickly resolve questions - Research claim status and return to work date prior to processing payments to prevent overpayments.

Essential Business Experience and Technical Skills

• High school diploma, Bachelors degree preferred

• 3+ years Disability claims management experience, including knowledge of other Employee Benefit programs (e.g., Workers Compensation, Life Insurance) and relative Federal and State Laws.

• Knowledge of all Disability product lines (STD, LTD, FMLA, statutory claims) and ADA required.

• Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint).

• 5+ year’s experience leave working with a public company and working knowledge of Human Resource

• Knowledge of Workday and UKG systems

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.