Job Location: Virtual - Must live within a commutable distance of the Tampa MetLife Office Training will be in person for 2 weeks Key Responsibilities: * Handles incoming calls through the claim toll free lines * Provides plan/policy and claim information, assists with submission of claims and makes outbound calls to gather missing information on incomplete claims. * Conducts research when needed to resolve customer questions or complaints. * Able to appropriately explain varying plan provisions to customers accurately and in a professional manner. * Responds to telephone inquiries from insureds regarding specific claim details. * Understands processes in entire department to assist callers with questions. * Works closely with the claim analysts and care managers to provide a seamless customer experience. * Outbound calls and letters to customers and providers to research incomplete claims. * Escalates complaints and potential complaints appropriately. * Documents calls in computer system. * Completes letters, tasks and problem solving for resolution of customer issues. * Contributes ideas that enhance service quality. * Performs project work and other related duties as assigned or required. Essential Business Experience and Technical Skills: Required: · High School Diploma. · Demonstrated critical thinking in activities requiring analysis, investigation, and/or planning. · Strong problem solving and analytical skills. · Ability to work independently. · Comfortable working with multiple priorities in a changing environment. · Ability to prioritize and maintain quality. Preferred: · Associate level or higher degree. · At least 2 years experience in a direct customer service position preferred. Equal Employment Opportunity/Disability/Veterans 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.