This role will act as the liaison between MetLife and the customer in providing educational information, resolving member conflicts and issues, and assisting the client with day-to-day administration.

The duties and responsibilities include:

General Support:

• Develops and manages relationships with key customer stakeholders (benefits, payroll, HR, etc.).

• Participate in customers’ benefits meetings and other activities, as appropriate.

• Assist in the resolution of escalated matters, including any appeals that are filed.

• Provide consultation to the customer on best practices, regulations, improved efficiencies, and alternate options as they are added to future state.

• Assist employees and beneficiaries in filing claims.

• Manages MetLife websites, MetLink/MyBenefits for the customer.

• Utilizes Third-party Administrator system to help assist members (e.g. confirm members benefit status).

• Contact Beneficiary to discuss overall claim process.

• Provide Beneficiary Statement and the customer’s Checklist for completion (including the mailing details for the original Death Certificate), enter the claim details within the City’s Life Log (shared google sheet).

• Complete and return any employer statements or other required paperwork on behalf of the employer to the Employee Benefits Division.

• Collect/complete any related paperwork that is required by MetLife to process the claim.

• Respond to all employee questions regarding evidence of insurability including those with a Rehire/Reinstatement break in coverage as well as those whose annual enrollment elections require evidence. Provide link/forms as requested.

• Assist employees in completing and submitting the medical history statement.

• Respond to all employee questions regarding Portability and Conversion. Provide forms and Continued Benefits contact information as requested.

• Attend Open Enrollment in-person events.

• Implement a communications strategy for Open Enrollment and other campaigns

• Conduct informational calls/meetings to educate and inform employees about life benefits and troubleshoot and answer their questions regarding benefit amounts, evidence of insurability, eligibility, and administration.

Required:

• High School Diploma or equivalent and 1-2 years of experience.

• Ability to communicate clearly both verbally and in writing.

• Some comprehension and ability to communicate provisions of MetLife Core Products (Life, Dental, Disability, Voluntary Benefits, Retirement & Savings).

• Customer service and relationship management skills.

• Understanding of how to provide exceptional customer service and how to develop relationships.

• Must be able to handle multiple tasks, set schedules and priorities to meet both internal and external deadlines.

• Proficient problem-solving skills.

• General understanding of U.S. economy and employee benefits industry.

• Proficient with Microsoft Office software.

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.