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Claims and Customer Service Manager
MetLife
Wilmington, DE, United States
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Role Value Proposition:
This position reports to the Director of Claims, Customer Service, & Client Admin. This position is accountable for the staff responsible for processing claims, responding to emails and answering customer service calls for MetLife Worldwide Benefit members assigned to the Wilmington Regional Service Center in a timely and quality manner based up agreed upon KPIs.
The MetLife Worldwide Benefits product portfolio includes medical, dental, pharmacy, life, long term disability and AD&D. This role will be responsible for managing the operational aspects of these products
Key Responsibilities:
• Translates MetLife Worldwide Benefits vision and strategy into operational strategy
• Acts upon claim and customer service strategy/directives received from leadership team
• Oversees staff responsible for the receipt, tracking and processing of claims received in the Wilmington Regional Service Center including meeting agreed upon KPIs.
• Oversees staff responsible for responding to emails and answering customer service calls received in the Wilmington Regional Service Center including meeting agreed upon KPIs.
• Accountable for implementing improvements to address defects uncovered via quality and NPS programs.
• Performs other related duties as assigned or required.
Essential Business Experience and Technical Skills:
Required:
• 2-5+ years of relevant business experience.
• Must have ability to work cross-functionally with peers and leaders from various lines of business.
• Proven experience documenting and improving business procedures/processes.
• Intermediate to advanced Microsoft Office software skills – PowerPoint, Excel, Word, etc.
• Strong written and oral communication skills.
• Ability to be a self-starter and take ownership over assigned tasks and projects.
Preferred:
• Bilingual is ideal. Spanish speaking is highly desirable.
• Some group insurance experience/product exposure.
• Process mapping and/or process design experience.
• Sharepoint experience.
• SalesForce experience.
• Call Center experience.
Business Category
Global Employee Benefits - Worldwide Benefits Operations
Number of Openings
1
At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.
MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
MetLife maintains a drug-free workplace.
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Requisition #: 105573