23 days old

Customer Support Analyst

Tampa, FL
**Job Location:** United States : Florida : Tampa

**Role Value Proposition:**

Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. We are looking for unique talent with fresh perspectives that can propel innovation. This role will responsible for both installing and maintaining Eligibility files. There is significant involvement with both internal and external customers, specifically with analysis/mapping of data into our Eligibility system.

**Key Responsibilities:**

+ Work directly with external customers (Client or Third Party Administrator) in order to establish format and transmission method for Electronic Eligibility files across all market and products.

+ Perform testing of Eligibility files and provide feedback accordingly to external customers.

+ Set up file mapping rules to translate both standard and non-standard customer data into UIS system.

+ Attend conference calls related to various Eligibility file issues/topics and provide consultation relative to resolution and next steps.

+ Respond to email and phone inquiries from customers.

+ Analyze file requests in order to ascertain whether customized IT programming is needed and submit business requirements for client specific enhancements.

+ Generate reports from Eligibility system for both ad-hoc and ongoing requests.

+ Conduct investigative analysis for individual client-specific member inquiries and make recommendations on short and long term resolutions.

+ Manage ticket tracking system for all owned requests and provide daily status updates.

+ Create and maintain client-specific documentation relative to overall file processing rules packages.

+ Support Product-specific Installation queues as needed.

+ Support Market-specific Maintenance queues as needed.

+ Submit requests through Quality Assurance team and make updates to requests as needed.

**Essential Business Experience and Technical Skills:**


+ 1-2 years of customer service experience

+ Outstanding customer service skills

+ Excellent communication skills (oral and written)

+ Strong Time Management Skills

+ Ability to manage projects and multiple tasks in order to meet deadlines and produces results

+ Knowledge of Microsoft Office (Excel, Word, PowerPoint, VISIO)

+ Ability to learn new technology tools

+ Initiative-driven with a desire to see all requests through to completion

+ Ability to work independently with minimal supervision

+ Organizational Skills

+ Flexibility of hours especially during peak season

+ High School Diploma


+ Bachelors Degree

**Business Category**

_Global Technology & 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.**


  • Customer Service

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Customer Support Analyst

Tampa, FL

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Tampa, FL

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