Customer Service Associate - Claims

Customer Service Representative

Location: Must live within a commutable distance of the Oriskany NY office (Central NY)

In the office once a month for office meetings

Responsible for receiving and handling customer telephone inquiries. Perform follow-up activity (send a letter, return a call, refer to a case) as applicable. Review claims submission for completeness and accuracy. Records data in the Claims system for adjudication and payment to the Beneficiary. May also be responsible for setting up new claims, processing incoming mail, and handling expired call-ups.

Principal 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 the 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) Consult with Manager on special customer inquiries.

Determine if customer inquiry needs to be referred for follow-up. Review and determine the 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.

Knowledge/Skills/Competencies required:

High school diploma required.

Associate's Degree desired.

1-2 years insurance claims experience desirable.

Basic knowledge of Group Life claims desirable.

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.

Use 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.

Equal Employment Opportunity/Disability/Veterans.

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.