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Claims Supervisor - PetFirst

Date Posted: Apr 30, 2021

Location: Jeffersonville, IN, US, 47130 Remote, US, 0

Company: MetLife

Position Overview:


The Claims Supervisor oversees daily responsibilities of department personnel and processes. The Claims Supervisor will be responsible for overall claims processing and related customer retention efforts of the claims team. He or she coordinates job assignments within the department and is responsible for achieving quality and efficiency metrics. This person will motivate, coach, counsel, train and problem solve to ensure individual and team goals are met and also ensure a WOW! experience is provided to the customer.  The Claims Supervisor works with other departments to identify and resolve problems regarding escalations. He or she will develop and analyze staffing, training, scheduling and recognition, and implement any necessary changes to improve the overall performance of the team. The Claims Supervisor will take the lead in implementing new initiatives relating to the Claims department. 


This role requires a high-energy person capable of strategic thinking, leadership, problem solving, multi-tasking as well as attention to detail in day to day operational procedures.


Essential Duties and Responsibilities:


  • Manages claims staff with responsibilities including time clock management and attendance, coaching and development.
  • Provides daily direction and communication to team members to ensure the department is performing optimally
  • Responsible for knowledge of PetFirst products and processes and possess the ability to effectively convey this information to team members
  • Handles policyholder escalations relating to claims
  • Recommends and implements process improvement strategies
  • Develops and analyzes staffing, training and quality processes and implements changes as needed
  • Prepares and presents reports on department metrics for Claims
  • Reviews a significant number of claims/policyholder interactions, daily, weekly and monthly to ensure that the information provided is accurate, procedures are followed, and the team members represents the company in a positive and professional manner
  • Reviews daily claims batch
  • Procures and maintains adjuster’s license in all relevant jurisdictions
  • Provides performance feedback and coaching on a regular basis to each team member while encouraging strong performance and documenting needs for improvement
  • Implements performance improvement plans and disciplinary actions for those not meeting expectations, not complying with company policies and procedures or overall non-compliance
  • Manages processes that directly affect retention including proper and timely claims settlement as well as effective communication of settlement to the customer
  • Identifies and addresses barriers to a hassle-free experience to ensure a WOW! experience
  • Documents and consistently refines standard operating procedures


Essential Knowledge, Skills, and Abilities:


  • Ability to operate in a fast-paced, multi-tasking environment with deadlines
  • Strong written, verbal, interpersonal and phone communication skills
  • Articulate and professional
  • Possesses a strong customer service mindset with attention to detail
  • Proven leadership experience and conflict management skills
  • Ability to develop and motivate a team
  • Ability to deescalate customer concerns and complaints
  • Strong computer background using MS Word, Outlook, Excel and Internet
  • Excellent tracking, follow-up and relationship-building skills
  • Ability to identify problems and logically research with minimum assistance to reach a viable solution
  • Proven history of adherence to corporate policies, procedures and guidelines
  • Proven attendance reliability


Beneficial Knowledge, Skills, and Abilities:

  • Strong understanding of veterinary medical terminology and procedures
  • Pet insurance industry experience
  • Financial services call center experience
  • Proven experience in insurance claims


Education/Experience Requirements:

  • High school diploma or GED
  • Two to five years’ experience in claims or relevant field



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, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $651 billion of total assets under management as of September 30, 2020. We are ranked #48 on the Fortune 500 list for 2020. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.


We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.


MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.


Nearest Major Market: Louisville