Customer Service Associate

　　General Information

　　City/Cities

　　Oriskany

　　State(s)

　　New York

　　Country

　　United States

　　Working Schedule

　　Full-Time

　　Work Arrangement

　　Virtual

　　Commutable Distance Required

　　Yes

　　Relocation Assistance Available

　　No

　　Posted Date

　　12-Jan-2024

　　Job ID

　　1358

　　Description and Requirements

　　Location: New Hires Should live within a commutable distance of the Oriskany NY office (Central NY)

　　Summary of Responsibilities:

　　Responsible for receiving and handling customer telephone inquiries. Perform follow-up activity (send a letter, return a call, refer a case) as applicable.Review Group Life claims submission for completeness and accuracy. Records data in the Group Life Claims system for adjudication and payment to the Beneficiary.

　　Receive and handle telephone calls on the FEGLI customer service 800 #.

　　Make return telephone calls as required to handle the original customer inquiry.

　　Use FEGLI claims system to access information required to handle customer inquiries; identify OFEGLI case owners; enter comments into comment window; and complete and print or send phone slips as applicable.

　　Build new claims as well as review and process noncomplex claims (such as single or multi beneficiary or dependent coverage’s) Consult with Manager on special customer inquiries.

　　Determine if customer inquiry needs to be referred for follow-up.Review and determine next steps on expired call ups and perform any necessary follow-ups regarding the claim.

　　Clearly and concisely communicate content of inquiry and levels of urgency to data and CMS owners via phones slips and comments.

　　Send and receive (standardized) e-mail for communication with agencies/OFEGLI staff and managers.

　　Processing incoming mail for new and existing claims.

　　Write manual letters and correspondence on FEGLI life claims.

　　§ High school diploma required. Associates Degree desired

　　§ 1-2 years insurance claims experience desirable.

　　§ Basic knowledge of Group Life claims desirable.

　　§ Strong data entry skills required.

　　§ Excellent oral and written communication skills.

　　§ Ability to adjust to multiple demands and shifting priorities.

　　§ Consistently demonstrates the MetLife values.

　　§ Plans and organizes time and priorities to achieve business results.

　　§ Uses business knowledge to make the best decisions for MetLife and its customers.

　　§ Shows commitment to team objectives and assists teammates with work.

　　§ Presents information in a clear and organized manner.

　　§ PC knowledge required.

　　§ Ability to work overtime required.

　　§ Good oral communication skills.

　　§ Work with confidential files.

　　§ Ability to manage workload to meet tight deadlines.

　　Process all claim submissions within timeframe determined in business objectives.

　　Respond to written and/or telephone inquiries timely.

　　Meet quality standards to ensure department and customer guarantees are met.

　　Meet production standards to ensure unit cost goals are obtained.

　　The wage range for applicants for this position is $41,600 - $50,900. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.

　　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.

　　Equal Employment Opportunity/Disability/Veterans

　　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.