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 IDI Senior Claims Specialist is responsible for evaluating individual disability income insurance claims, making timely and accurate claim decisions, and delivering clear, customer-focused support in accordance with policy provisions and service standards across the United States. Guided by our purpose – always with you building a more confident future – and our New Frontier strategy focused on stronger growth, attractive returns and all-weather performance, this is an exciting opportunity to make a meaningful impact in customers’ lives during important moments. In this role, the applicant will apply independent judgment, critical thinking, and strong communication skills to manage moderately complex claims, collaborate with internal and external partners, and help deliver fair, thorough, and well-reasoned outcomes that support MetLife’s commitment to customers and communities.
Lead the evaluation and decision-making process for moderately complex individual disability income claims, including pending, ongoing, and appeal reviews, while applying independent judgment and ensuring timely, balanced, and accurate outcomes.
- Create clear, detailed, professional claim documentation, correspondence, and written communications that explain claim status, evaluations, determinations, and required next steps.
- Oversee the collection and analysis of medical, occupational, financial, policy, and claim-related information to identify gaps, clarify inconsistencies, and support logical and defensible claim determinations.
- Manage proactive communication with claimants, customers, representatives, healthcare providers, attorneys, brokers, and family members by demonstrating empathy, active listening, and clear explanations throughout the claim evaluation process.
- Develop well-reasoned claim decisions and benefit calculations by assessing offsets, COLA, Social Security offsets, residual disability, elimination periods, and non-routine payments in accordance with policy provisions and regulatory requirements.
- Coordinate with internal and external partners, including physicians, vocational consultants, CPAs, underwriting, Fraud Waste & Abuse, litigation support, and other stakeholders, to gather information and support thorough claim evaluations.
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3+ years of IDI or LTD insurance claims experience, with the ability to apply policy provisions, claim practices, and independent judgment to evaluate moderately complex disability claims.
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Proficiency using multiple systems, technologies, and information sources simultaneously to review claim information, document actions, manage case activity, and support timely claim decisions.
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Strong critical thinking, analytical, communication, customer service, and organizational skills, with the ability to manage competing priorities and navigate complex or ambiguous claim situations.
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Demonstrated professionalism, accountability, empathy, and sound judgment when working with claimants, customers, representatives, internal partners, and external stakeholders.
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Bachelor’s degree.
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Familiarity with FINEOS, including navigation, case management, and claims processing functions.
The expected salary range for this position is $70,000 - $85,000. 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 [email protected]. 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.
