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Voluntary Benefits Account Representative II

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Date Posted: Sep 8, 2022

Location(s): Remote, US, 0

Company: MetLife

Location:  Virutual - must be within a commutable distance of the Tampa office


Role Value Proposition:

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities.  In this role you will be responsible for delivering high quality billing solutions and service excellence for our National Account customers. Facilitate a working dialog with our internal business partners to provide innovative solutions to the needs of our Voluntary Benefits clients


Key Responsibilities:

  • Accountable for standard regional and national account customers. Customers include single and multi-product group customers
  • Builds and maintains strong relationships with group customers and internal partners. Serves as key contact to call center on complex issues. Resolves and responds directly to group customer regarding billing inquiries and issues. May include other internal partners in resolution. Participates in escalation calls as billing expert with Customer, Broker, Sales and Service as situation warrants
  • Conducts proactive outreach to group customers regarding payment discrepancies, misdirected payments, cash received without backup, missing remits, missing payments and overpayments. Offers situation specific alternatives and solutions to assist customers
  • Educates customers on the billing and remittance processes and provides ongoing guidance and support to make billing administration easy for them
  • Performs functions critical to the accuracy of billing for assigned group customers including: daily review and analysis of error reports; suspense management; billing vs remit discrepancies; billing master schedule updates; final bill hold review and release; eligibility updates and identification of D&U. GVUL specific functions include: maximum premium calculations and Schedule A review and release
  • Proactively monitors billing transmission and payment processes for assigned block in order to prevent billing issues and avoid escalations
  • Completes group level reconciliations and payment history review. Makes decisions regarding refunds, write-offs and reinstatements
  • Determines appropriate cash allocation and provides direction to the Remittance Service Center for proper premium application
  • Reviews reports, conducts analysis and works to correct all errors resulting from failed process rules, bad data requirements or file layouts. May require working with customers and partners to change data protocols or processes
  • Maintains extensive knowledge of multiple billing/administrative systems, UIS and CDF to perform billing functions. Requires knowledge of eligibility and enrollment processes along with working knowledge of customer payroll schedule and pay dates
  • Demonstrates excellent customer service and relationship skills with ability to communicate clearly both verbally and in writing. Ability to handle pressure situations (internal and external) with professionalism and tact


Essential Business Experience and Technical Skills:



  • High school Diploma
  • 1-2+ years of work experience
  • Solid math problem solving skills, including attention to detail, analytical thinking and decisiveness
  • Basic understanding of products, services, processes, and systems
  • Strong customer service skills
  • Strong communication skills
  • Strong problem-solving skills
  • Ability to multi-task
  • Ability to work independently and in a team environment



  • Bachelor’s Degree
  • Advanced knowledge of Excel


The wage range for this position specific to Colorado is $43,000 to $57,700.  You may be also eligible for the MetLife Annual Variable Incentive Plan ("AVIP").  Your eligibility for an AVIP award are governed by the terms of the applicable plan or program documents. MetLife offers a comprehensive benefits program that includes  Medical, Dental, Life, Vision plus Retirement benefits and Paid Time Off.


Business Category

Group Benefits


Number of Openings



"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 $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.