Country India Working Schedule Full-Time Work Arrangement Hybrid Relocation Assistance Available No Posted Date 25-Nov-2025 Job ID 13914 Description and Requirements Basic Function The process consists of Review research and investigate pended Group Life claim submission with multiple coverages and complexity to determine if claim is payable in accordance with various policy provisions manage Call-ups and outreach to groups for missing information Essential Functions The key deliverables of the role will include but will not be restricted to the details below Identify and obtain missing information required to evaluate Group life claims and input information into a Windows based computer system BIOS Interpret policy provisions and manually adjudicate Group Life claims to make claim determinations Work with our customer administrative staff to clarify plan provisions and resolve claim discrepancies Respond to written inquiries from policyholders beneficiaries attorneys and families of deceased employees Provide guidance on claim processes and resolve customer issues swiftly and thoroughly Actively pursue and follow up on open claims within specified timeframe Manage and organize work to meet multiple deadlines and competing priorities to ensure department turnaround and customer satisfaction are met Evaluate life claims to identify claim situations requiring referral to Senior Examiner Maintain good rapport with internal and external customers by taking ownership and projecting an attitude of service Maintain production and quality standards Keep up to date on Group Life procedures by using the Institutional Life Claims Library and attending required training Use Microsoft Word and Excel to obtain information required to evaluate the life claim Provide high quality timely service to policyholders beneficiaries attorneys families of deceased employees and administration resolve customer issues swiftly and thoroughly by offering recommendations and solutions Handle outbound calls needed in regard to Group Life servicing Handle customer escalations from Reviewers and solve customer problems via telephone using sound business judgment Respond to telephone referrals submitted regarding claim issues research the claim as necessary and provide a response to the customer Process claims withing Payment authority Maintain production and quality standards Utilize BIOS GLIF Production CDF Calligo EDCS Groupfacts WorkDesk NetView and Accurint to update and maintain accurate data Interpret policy provisions and manually adjudicate Group Life claims Initiate investigations employing both company and outside facilities to obtain information to determine validity of Group Life claims Such as autopsy reports toxicology reports accident reports location of missing beneficiaries medical reports homicide investigations etc Mentor current Claim Examiners on Group Life procedures and workflow Provide UAT support for system enhancements Update maintain day to day Workforce Management Preparing Reporting Analyzing the scorecards of performance Rules-based Decision Making Customer Relationship Management Identify possible alternative solutions and select the most appropriate ones Extracting data from various sheets and preparing custom defined reports Review generate reports to monitor performance Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements Provide coaching and feedback to team members to enable them to improve their performance Assist new hires such that they are productive on the floor in the shortest possible time frame Handle customer employee and internal partner escalations Client Interaction where required at the level of supervisors Ensure compliance with internal policies and procedures external regulations and information security standards Ensure that all agents in their process know their goals and how they are linked to the Organization s quality policy Motivate team members anticipate staffing needs acquire talent for the future and manage attrition Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities Effectively manage research resolution follow-ups for closure of open items Build relationship with Onshore Management to ensure a one-team approach Knowledge Skills and Abilities Bachelor s degree Any Stream or diploma with a minimum of 15 years of education At least 4-6 years experience working within a customer service administration role A good understanding of Insurance Industry Life Claims Analytical Skills Ability to gather and analyze data trends to support strategic decisions Communication Effective communication skills to collaborate with stakeholders and document product information clearly Attention to Detail High diligence to ensure accuracy in documentation and data analysis Organizational Skills Excellent organizational skills to manage multiple tasks and projects effectively Technical Proficiency Basic understanding of product development processes and technical knowledge relevant to the product preferrable Team Collaboration Strong team collaboration skills to work effectively with cross-functional teams Customer Focus Understanding of customer needs and focus on delivering products that meet those needs Agile Methodology Familiarity with Agile methodologies Preferred A H Product knowledge Familiarity with Accident and Health products Preferred Knowledge of Insurance principles in relation to the US Insurance industry About MetLife Recognized on Fortune magazine s list of the World s Most Admired Companies and Fortune World s 25 Best Workplaces TM 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 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

📌 Team Leader (Rajasthan)
🏢 Leading
📍 Rajasthan