Customer Service Associate - 21410

Description and Requirements
The Team You Will Join
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.
The Opportunity
Responsible for receiving and handling customer telephone inquiries. Perform follow-up activity (send a letter, return a call, refer a case) as applicable. Review claims submission for completeness and accuracy. Records data in the Claims system for adjudication and payment to the Beneficiary. May also be responsible for setting up new claims, processing incoming mail, and handling expired call-ups.
Key Responsibilities

• Handle inbound calls on the FEGLI customer service 800 line
• Return customer calls as needed to address inquiries and provide support
• Use the FEGLI claims system to research inquiries, identify case owners, document comments, and create or distribute phone slips
• Establish new claims and review/process non-complex life insurance claims, including single-beneficiary, multi-beneficiary, and dependent coverage claims
• Escalate special customer inquiries and consult with management as appropriate
• Determine when inquiries require further review or follow-up and take action on expired call-ups and outstanding claim items
• Communicate claim details, inquiry information, and urgency levels clearly through phone slips and system comments
• Send and receive standardized email communications with agencies, OFEGLI staff, and management
• Process incoming mail related to new and existing claims
• Prepare manual letters and written correspondence regarding FEGLI life insurance claims

Required Qualifications

• New hires should live a commutable distance from the site the role is posted in
• Good oral and written communication skills
• Works well as part of a team and individually
• Knowledge of standard office equipment
• Ability to work periodic overtime
• Basic PC knowledge
• Manage multiple tasks and deadlines
• Use of sound business judgment
• Adaptable to change
• Data entry skills
• Basic Microsoft Office knowledge
• Basic knowledge of life claims process desired
• High School Diploma or equivalent
• Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows

Preferred Qualifications

• Some college education desired
• 1+ years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or simila r)

The expected salary range for this position is $41 ,600 - $49,900 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
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 .
About MetLife
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!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. 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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.