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Senior Short Term Disability Claims Specialist

Date Posted: Nov 12, 2021

Location: Tampa, FL, US, 33647

Company: MetLife

Job Location: United States : Florida : Tampa 

Alternate Job Location: Not Applicable : Not Applicable || United States : Illinois : Aurora || United States : Illinois : Bloomington || United States : Massachusetts : Marlborough || United States : New York : Oriskany


Role Overview:
• Claim owner and decision-maker. Responsible for administering all STD claim types, including complex claims, within contractual provisions and internal /external guidelines. Establishes a relationship with
claimants in order to understand their perspective on their disability. Using that perspective and other information, identifies the claimant’s functional capacity and leverages that capacity within the context of
the contract to support and encourages return to work as appropriate. Consistently demonstrates fully proficient Claim Specialists behaviors and personally models a high level of customer service skills.
Serves as a coach and mentor for others and willingly shares time, resources and knowledge to achieve organizational goals.

Key expectations:
• Ability to effectively manage complex claims
• Ability to effectively manage higher than average STD caseload
• Identifies and facilitates claim discussions on highly complex claims with the appropriate resources.
• Personally models a high-level of customer service skills and behaviors.
• Serves as a coach and mentor for others and willingly shares time, resources and knowledge to achieve organizational goals.
• Ability to analyze, identify and implement strategies to enhance claim management, customer centricity and team efficiency.
• Consistently demonstrates fully proficient Claim Specialists behaviors
• Consistently demonstrates a high level of engagement in team huddles and possesses the ability to lead/facilitate discussions when necessary.
• Demonstrates strong understanding of all Short-Term Disability KPIs and how the KPIs correlate to the enterprise strategic plan.
• Meets and/or exceeds all Short-Term Disability KPIs
• Applies all appropriate provisions of the disability contract to ensure that MetLife’s liability is understood and appropriately applied throughout the life of the claim. Within the context of liability, encourage
and support return to work through a variety of programs and methodologies.
• Proactively communicates with the claimant to set expectations, assess medical and non-medical barriers to return to work, and keep him or her fully aware of the status of the claim, including setting
expectations with the claimant if other resources (Voc, etc.) will be contacting him/her.
• Partners with the claimant, specialty resources, and more experienced resources to ensure that each claim has a well-understood plan that is appropriate for the unique situation of each claimant, his or her
functional capacity and the prognosis for an increase in that capacity.
• Executes individual claim action plans, serves as point of contact for the claimant, and makes claim decisions.
• Manages overall block of assigned claims, including prioritizing actions, appropriately utilizing resources, and timely and accurate decision.
• Provides a high-level of service to the claimant, including delivering on commitments, timely return of phone calls, and clear communication.
• Proactively updates partners that may be working with the claimant when key events are being considered or have occurred. (closure, RTW, etc.).

Key skills:
• A comprehensive understanding of the disability contractual provisions, especially the definition of disability.
• Strong written and verbal communication skills, including the ability to interview claimants dynamically with the goal of setting claimant expectations and obtaining information necessary to administer the
• Basic knowledge of medical conditions, treatments, prognosis
• Critical-thinking skills
• Ability to give and receive feedback to/from partners
• Strategic-thinking skills and the ability to apply judgment and decision-making based on strategy
• Prioritization skills. Ability to balance quantity and quality.
• Works independently with minimal supervision.


Salary Grade




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 $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired 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.



Requisition #: 121611


Nearest Major Market: Tampa