Total Absence Management Claims Specialist

MetLife; United States; Remote; USD 46,000 - 49,000; Full time

Job summary

MetLife, Inc. is seeking a professional to manage a mix of federal and state leave programs (ADA, FMLA, PFML, BCEL) from a home office with periodic office visits in Tampa, FL. You will review, adjudicate, and communicate eligibility while ensuring compliance and confidentiality.

The role emphasizes quality, efficiency, and customer experience, with AI tools to improve outcomes. Ideal candidates have 2–4 years in customer service and strong written/oral communication, plus knowledge of Microsoft

Qualifications

• Required: start on Nov 9, 2026 and report to Tampa, FL
• 2–4 years customer service experience
• High School Diploma

Responsibilities

• Work from home with periodic visits to the GCSO office for events and training
• Review and adjudicate leave/accommodation requests per laws and policies
• Determine eligibility and communicate with employees, employers, and stakeholders
• Oversee leave claims from initiation to closure per plan and policy
• Provide excellent customer service while maintaining confidentiality and compliance
• Contribute to quality and continuous improvement through efficiency and accuracy
• Meet and exceed KPIs and productivity metrics while maintaining quality
• Leverage AI/automation tools to improve efficiency and decision-making
• Validate AI outputs and maintain accountability for outcomes

Skills

Strong communication

Critical thinking

Letter writing

Microsoft products

AI tools

Customer service

Education

High School Diploma

College Degree

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

Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. The Absence Leave Solutions Organization is a fast‑paced ever‑changing environment in which MetLife strives to create and maintain collaborative solutions for our customers’ leave landscape. We’re looking for unique talent with fresh perspectives that can propel innovation. In this role, you would be responsible for managing a combination of leaves. These leave types include, but are not limited to, Americans with Disabilities Act (ADA), Family and Medical Leave Act (FMLA), Paid Family and Medical Leave (PFML), and Benefit Calculated Employer Leave (BCEL) claims.

Key Responsibilities

• Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Reviewing and adjudicating leave and/or accommodation requests in compliance with federal, state and company policies.
• Establishing eligibility and applicability of leave requests while ensuring timely communication with employees, employers and other key stakeholders necessary to appropriately determine liability.
• Maintain active oversight of leave claims from initiation to closure following appropriate policies and procedures and timely submission of information and absences in accordance with the plan(s).
• Providing exceptional customer service while maintaining confidentiality and regulatory compliance requirements.
• Support a continuous focus on quality and continuous improvement by ensuring efficiency, accuracy and a positive claimant experience.
• Meeting and exceeding Key Performance Indicators and productivity metrics while maintaining quality.
• Leverages approved AI and automation tools to improve efficiency, quality, and decision-making.
• Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Required Qualifications

• Candidates must be able to start on November 9th, 2026, and be able to report to our Tampa, FL office
• Strong communication skills, both written and oral
• Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning
• Strong Letter writing and experience with Microsoft products and AI tools
• 2-4 years Customer Service background
• High School Diploma

Preferred Qualifications

• 1+ years’ experience in one or more leave State and Federal Leave Laws
• College Degree

The expected salary range for this position is $45,500- $49,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

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.