Short Term Disability Claims Specialist - #308782

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

The Hybrid STD / PFL Claims Specialist is responsible for managing, analyzing, and adjudicating Short-Term Disability (STD), Paid Family Leave (PFL/PFML), FMLA, ADA accommodations, and employer-specific leave claims to support accurate claim outcomes, timely decisions, and a positive claimant experience across the United States.

Guided by our purpose – always with you building a more confident future – and our New Frontier strategy focused on stronger growth, attractive returns and all-weather performance, this is an exciting opportunity to serve as a trusted claim owner and decision-maker for customers during important moments in their lives. In this role, you will apply critical thinking, contract knowledge, regulatory understanding, and strong communication skills to deliver clear decisions, support return-to-work outcomes where appropriate, and help strengthen the overall claimant experience.

Key Responsibilities

• Lead the end-to-end review, analysis, and adjudication of Short-Term Disability (STD), Paid Family Leave (PFL/PFML), FMLA, ADA accommodations, and employer-specific leave claims in alignment with contract provisions, regulatory requirements, and company policies.
• Create clear, accurate, and timely claim communications that set expectations, provide status updates, explain decisions, and support a positive claimant and employer experience.
• Oversee claim activity from intake through closure by monitoring eligibility, applicability, liability, documentation, required information, and adherence to plan provisions.
• Manage an assigned caseload by prioritizing tasks, making timely and accurate decisions, maintaining confidentiality, meeting compliance requirements, and achieving quality, productivity, and KPI expectations.
• Develop individualized claim action plans, including return-to-work strategies, by assessing medical and non-medical barriers, claimant functional capacity, and available specialty resources.
• Coordinate with claimants, employees, employers, specialty resources, and internal stakeholders to obtain information, resolve claim issues, support appropriate outcomes, and enhance the overall claimant experience.
  
  

Required Qualifications

• High school diploma or equivalent required to support accurate review, analysis, and adjudication of Short-Term Disability (STD), Paid Family Leave (PFL/PFML), FMLA, ADA accommodations, and employer-specific leave claims.
• Proficiency in Microsoft Office, including Word and Excel, to document claim activity, manage communications, track information, and support timely claim decisions.
• Strong written and verbal communication, critical thinking, analytical, and decision-making skills with the ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Detail-oriented, accountable, and adaptable professional who demonstrates sound judgment, maintains confidentiality, and supports a positive claimant and employer experience.
  
  

Preferred Qualifications

• 1+ years of experience in disability claims, leave administration, or healthcare-related claims.
• Knowledge of STD contract provisions and federal/state leave laws (FMLA, ADA, PFML).
• Associate or bachelor’s degree.
• Experience managing a caseload and making independent claim decisions.
  
  

The expected salary range for this position is $40,000 - $52,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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!

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.

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.