The Team You Will Join

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 around 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.

MetLife

Total Absence Management Claims Specialist

About the Job

Requirements

Responsibilities

Desired Qualifications

About the Company

MetLife

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