Description and Requirements
The Team You Will Join
Description and Requirements
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.
Description and Requirements
The Opportunity
Description and Requirements
The Technical Advisoris responsible for reviewing and approving escalated complaint responses, providing guidance and support on complex claims and administration matter for retail life and annuity contracts, handling social media complaints, reviewing legal documents related to contract transactions, investigating potentially fraudulent transactions, researching policy/contract history and providing suggested solutions to complex customer issues and supporting compliance, legal, TPAs, product and management as needed. This position provides crucial support and subject matter knowledge to a variety of partners when there are out of the ordinary circumstancesacross all administrative functions for internal and external customers residing around the world. This is an exciting opportunity to work independently and drive innovation to ensure that we are fulfilling our ultimate goal of being Customer Obsessed while maintaining controls which minimize risk to MetLife. The work is varied and challenging and can be extremely rewarding when you are able to unravel a mystery and help a customer to resolution. If you enjoy working with others, a variety, a challenge and using your experience at MetLife Insurance and Annuities to focus on issue resolution and prevention and a desire to make a difference, you will find that Advisory Services is the place for you!
Description and Requirements
Key Responsibilities
Description and Requirements
- Edit, validate, approve and provide follow up on complaint responses to corporate escalations, Departments of Insurance and regulatory agencies. Including trend and escalation analysis.
- Provide advice and rulings on complex transactions to administrative and operations teams, including identification and escalation of trends or identified risk factors to improve processes to avoid future instances of similar issues.
- Investigation and data gathering to break down and present complex issues and suggested resolutions to a varied audience - product, legal, reinsurance, compliance, external regulators, customers, brokers, TPAs, etc.
- Investigate and advise on high value or high risk disbursements where eligibility for benefits, payment values, contract provisions or the rightful beneficiary are in dispute or unclear.
- Review and investigate high risk situations where there is suspected fraud to protect the company and our customers.
Description and Requirements
Required Qualifications
Description and Requirements
- Series 6 required (can be obtained after hire)
- 5 years experience with retail life insurance or annuities service or operations
- Strong written and verbal communications skills that is detail oriented, specifically the ability to break down complex and multi layered situations with clarity, accuracy and confidence.
- Demonstrate sound business judgement and the ability to identify areas of potential risk and recommend balanced solutions for individual cases and implementation of improvements for broader impact.
- Proven ability to independently prioritize effectively and shift as needed to address emergent situations.
Description and Requirements
Preferred Qualifications
Description and Requirements
- Proficiency in CoPilot and Microsoft Office Suite
- Understanding that no one person has all the knowledge - but knowing where to go for the subject matter expertise when that is necessary.
- Willingness to work with a strong team, challenge status quo and bring problems to light by keeping eyes on the horizon to see the bigger picture, ripple effects of actions and needs of the organization.
Description and Requirements
The expected salary range for this position is $59,000 - $86,400. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please click here.
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
MetLife maintains a drug-free workplace.
Series 6 required or obtainable after hire, 5 years of retail life insurance or annuity service/operations experience, strong communication, sound judgment, risk identification, and independent prioritization.
Key Responsibilities
- reviewing complaints
- investigating transactions
- advising operations
Skills & Tools
Microsoft Copilot, Microsoft Office Suite
Job Details
- Category: Finance and Accounting
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 59,000 – 86,400 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Tuition reimbursement
- Retirement plan
- Generous parental leave
About MetLife
A global financial services company providing insurance, annuities, employee benefits, and asset management. — Industry: Finance