Lead Short Term Disability Claims Specialist

MetLife; United States; On-site; USD 42,000 - 72,000; Full time

Benefits offered by this job

Annual incentive

Health plan

Life insurance

401(k) with match

Tuition assistance

Job summary

MetLife’s Global Customer Service and Operations team seeks a claims owner to handle Short-Term Disability claims, determine claimant eligibility, and guide return-to-work decisions. You will collaborate across teams to support diverse customers and ensure contractual compliance while delivering empathetic service.

The role emphasizes stakeholder communication, adherence to policy provisions, and coaching on complex cases across multiple platforms.

Qualifications

• Disability contract provisions understanding, incl. PML/PFL leaves.
• At least 1 year Short Term Disability experience.
• Knowledge of Legacy and Catalyst platforms.
• Strong communication, critical thinking, and decision-making skills.

Responsibilities

• Provide high-level service to claimants with timely communication.
• Apply disability contract provisions to ensure liability is understood.
• Coordinate with resources to ensure a clear plan for return to work.
• Manage assigned claims and communicate status to stakeholders.
• Coach on complex cases and work across platforms.

Skills

Disability claims knowledge

Communication skills

Critical thinking

Decision making

Multitasking

Team collaboration

Education

Bachelor’s Degree or some college

Tools

Legacy platform

Catalyst platform

Microsoft Word/Excel

Job description

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Opportunity

Claim owner and decision-maker. Requiring experience in working and handling Short Term Disability Claims and concurrent Absence leaves. Responsible for administering claims within contractual provisions and internal /external guidelines. Establishes a relationship with claimants in order to understand their perspective on their disability/leave. Using that perspective and other information, identifies the claimant’s functional capacity and leverages that capacity within the context of the contract to support and encourages return to work as appropriate. These team members will be assigned to support a variety of customers and teams based on the staffing needs on any given day.

Key Responsibilities

• Provides a high-level of service to the claimant, including delivering on commitments, timely return of phone calls, and clear communication. Proactively communicates with the claimant to set expectations, assess medical and non-medical barriers to return to work, and keep him or her fully aware of the status of the claim, including setting expectations with the claimant if other resources (Voc, etc.) will be contacting him/her.
• Applies all appropriate provisions of the disability contract and/or statutory requirements to ensure that MetLife’s liability is understood and appropriately applied throughout the life of the claim. Within the context of liability, encourage and support return to work through a variety of programs and methodologies.
• Proactively communicates with the claimant to set expectations, assess medical and non-medical barriers to return to work, and keep him or her fully aware of the status of the claim, including setting expectations with the claimant if other resources (Voc, etc.) will be contacting him/her.
• Partners with the claimant, specialty resources, and more experienced resources to ensure that each claim has a well-understood plan that is appropriate for the unique situation of each claimant, his or her functional capacity and the prognosis for an increase in that capacity.
• Manages overall block of assigned claims, including prioritizing actions, appropriately utilizing resources, and timely and accurate decision. Executes individual claim action plans, serves as point of contact for the claimant, and makes claim decisions. Proactively updates partners that may be working with the claimant when key events are being considered or have occurred. (Closure, RTW, etc.).
• Senior will provide feedback based on claim reviews.
• Senior will be leaned on to help coach and take on more complex cases based on their expertise.
• Senior will be working across platforms and reviewing multiple plan designs.

Required Qualifications

• A comprehensive understanding of the disability contractual provisions, especially the definition of disability, as well as concurrent absence and PML/PFL leaves.
• Must have a minimum of 1 years Short Term Disability Experience.
• Knowledge in Legacy and Catalyst platforms, along with foundational knowledge of medical conditions, treatments, and prognosis, to support effective claim administration.
• Demonstrate strong communication, critical-thinking, and strategic decision-making skills through dynamic claimant interviews, expectation setting, information gathering, and collaborative partner feedback.
• Effectively prioritized workload while balancing quality and productivity, with the flexibility to support multiple customers, navigate ambiguity, and adapt to changing daily assignments.
• Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Preferred Qualifications

• Bachelor’s Degree or some college or degree preferred
• Proficient in Microsoft Word/Excel
• Prior STD and/or Family Medical Leave Act claims knowledge preferred.
• Strong communication skills, both written and oral, strong problem solving and analytical skills, demonstrated critical thinking in activities requiring analysis, investigation, and/or planning.
• Ability to work independently, multitask, comfortable working with multiple priorities in a changing environment, manage through constant change and to prioritize and maintain quality.
• Ability to work across platforms and plan designs.

Benefits We Offer

The expected salary range for this position is $41,600 - 72,300. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

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, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please click here.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the 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.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

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!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail]. 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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.