14 days old

Customer Service Assoc/CSA

Oriskany, NY 13424
**Job Location:[[Oriskany, NY]]**

A Candidate has been identified

**Role Value Proposition:**

You can be a part of a world-class organization that is committed to making a difference in the lives of our customers as Customer Service Associate. Global Ops includes over 11,200 associates across all of MetLifes markets who are responsible for core insurance capabilities, including new business and underwriting, claims, policy administration, contact centers, and billing/remittance. This role is 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.

**Key Responsibilities:**

+ 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.

+ Review and process noncomplex claims as identified in the prepayment process

+ Consult with Manager on special customer inquiries.

+ Determine if customer inquiry needs to be referred for follow-up. If related to a case with a data owner, refer to PQS; if a CMS owner refers directly to CMS or CQS if CMS not available.

+ Determine levels of urgency for follow-up.

+ Clearly and concisely communicate content of inquiry and levels of urgency to data and Case Management Specialist owners via phones slips and comments.

+ Request case files from prepayment team owner as necessary to access information required to handle customer inquiry.

+ Use Internet to locate information to assist handling of customer inquiry.

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

**Essential Business Experience and Technical Skills:**


+ High school diploma required.

+ Strong data entry skills

+ 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.


+ 1-2 years insurance claims experience desirable.

+ Customer Service experience desirable.

+ Basic knowledge of OFEGLI/Group Life claims desirable

+ Associates Degree desired



**Business Category**

_Global Technology and Operations_

**Number of Openings**


**At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.**

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

**For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.**

Requisition #: 94868


  • Customer Service
  • Financial Services
  • Insurance
  • Legal

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Customer Service Assoc/CSA

Oriskany, NY 13424

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Oriskany, NY

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