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Claim Examiner - Life

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 Case Management Specialist is responsible for processing and adjudicating FEGLI life insurance claims, ensuring accurate and timely claim decisions while delivering exceptional service to customers and beneficiaries across the United States This role is critical to MetLife's commitment to helping customers navigate important life events with care, accuracy, and professionalism. This is an exciting opportunity to make a meaningful impact by supporting customers during sensitive times, managing claims from intake through resolution, and contributing to a high-performing team focused on service excellence, quality, and operational success. This is an exciting opportunity to make a meaningful impact by helping customers and beneficiaries navigate difficult life events while developing expertise in claims adjudication, investigation, and customer service.

The CMS role is responsible for processing and adjudicating FEGLI life insurance claims from receipt through resolution. Key duties include reviewing and indexing incoming mail and claim documentation, entering and maintaining claim data across multiple systems, determining claim readiness, adjudicating claims within authority limits, conducting investigations, communicating with customers and internal partners, managing follow-up activities, and ensuring compliance with policy provisions, quality standards, production goals, and customer service expectations. The role also supports training initiatives, process improvements, and system enhancements while maintaining a strong focus on accuracy, timeliness, and customer satisfaction.

Strong analytical, organizational, and decision-making skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills, with a customer-focused approach and the ability to handle sensitive situations with empathy and professionalism.
Proficiency in Microsoft Word, Excel, and data entry, with strong attention to detail and accuracy.
Life insurance and/or claims experience preferred; college degree or equivalent relevant work experience is a plus.
Demonstrated commitment to confidentiality, company values, and flexibility to work overtime, including weekends, as business needs require.

Prior life insurance, claims adjudication, or financial services experience.
Experience reviewing and interpreting policy provisions, claim documentation, and beneficiary designations.
Knowledge of FEGLI products, claims processes, and regulatory requirements.
Proficiency navigating multiple systems and applications, including claims management platforms and Microsoft Office products.
Demonstrated ability to work independently, meet production and quality goals, and effectively manage competing priorities.

The expected salary range for this position is $41,600 - $48,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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.

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 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.

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.

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