Individual Disability Claims Specialist II

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 IDI Claims Specialist is responsible for evaluating individual disability income insurance claims, exercising independent judgment, and making sound claim determinations in accordance with contract provisions and service standards 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 make a meaningful impact in the lives of customers during critical moments. In this role, the applicant will apply critical thinking and analysis to complex claim situations, collaborate with a broad network of internal and external partners, and help deliver fair, timely, and well-reasoned outcomes that support MetLife’s commitment to customers and communities. Key Responsibilities Manage a caseload of pending, ongoing, and appeal reviews, ensuring timely, accurate, and well-reasoned claim determinations in a high-volume environment. Conduct comprehensive fact-finding by gathering and evaluating medical, financial, occupational, and stakeholder information to support informed decisions. Develop clear, detailed documentation and correspondence, analyze evidence, identify gaps, and reconcile inconsistencies to produce defensible claim outcomes. Coordinate communication with insureds, attorneys, brokers, and internal/external partners, explaining claim decisions, resolving issues, and ensuring alignment across stakeholders. Calculate and oversee benefit payments and financial components (including offsets and non-routine payments) while maintaining accurate records and resolving escalated concerns, including regulatory and executive inquiries. Required Qualifications Candidates must be within commutable distance from Tampa, Florida. High school diploma and the ability to apply foundational business knowledge to evaluate claims and communicate decisions clearly and professionally. Experience using business systems and documentation tools to manage claim files, track activity, and produce accurate written correspondence. Strong critical thinking, sound judgment, and analytical decision-making skills, with the ability to work independently in a fast-paced environment. Excellent communication, customer service, organization, and professional writing skills, along with a proactive and solution-oriented approach. Preferred Qualifications Bachelor’s degree 3 to 5 years of related professional business experience Individual Disability Income claims experience Familiarity with FINEOS, including navigation, case management, and claims processing functions The expected salary range for this position is $60,000-$70,000. 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! For more information regarding MetLife’s U.S. benefits, please click here. 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. As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value. 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 View email address on click.appcast.io. 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. This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date. #J-18808-Ljbffr MetLife