Description and Requirements

Position Summary

This role within the GSS Operations team supports the MetLife Holding business by managing end-to-end operational activities across non-financial servicing, accounting, billing, and reconciliation workflows. The position includes processing beneficiary, owner, and agent changes, handling annuitization and post-issue servicing tasks, and resolving NIGO items. It manages death claim requests received from beneficiaries or agents and completes BIU functions such as check verification, returned check handling, and void/reissue processing. The role also supports Accounts Payable by performing Capstone balance reviews, Mellon reconciliation, and journal entries for unclaimed policies. Additionally, the position oversees policy billing, payment accuracy, and resolution of customer queries and escalations. The individual is expected to ensure compliance with SOPs, maintain high service quality, and support any additional tasks assigned by the Supervisor.

Job Responsibilities

• Review and interpret customer requests and process transactions accurately.
• Perform billing activities, payment corrections, reconciliations, claims processing and non-financial account updates.
• Process refunds, suspense clearing, reversals, voids/reissues, and related Pano-2 activities.
• Analyze discrepancies, investigate pending items, and escalate issues to designated SPOCs.
• Maintain production trackers and Time & Motion trackers daily.
• Support training, peer sampling, and cross-team collaboration.
• Coordinate with stateside teams for clarifications, approvals (including checks above $250K), and issue resolution.
• Participate in huddles, calibrations, QA discussions, and stateside calls.
• Ensure SLA adherence, process accuracy, and compliance with internal quality parameters.
• Provide inputs for process improvements and risk identification.
• Perform any additional tasks assigned by leadership
• AI Fluency - Working knowledge of Microsoft Copilot

Knowledge, Skills and Abilities

Education

• Bachelor's degree in any stream degree or diploma with a minimum of 15 years of education.

Experience

• 1 to 3 years of experience

Knowledge and skills (general and technical)

Technical & Computer Skills

• Proficient in Excel, Word, Outlook, and MS Office tools.

• Strong computer navigation and data entry (35 WPM, 90% accuracy).

• Basic accounting skills, including reconciliation and journal entries.

• Preferred: Claims knowledge.

• Strong analytical and data interpretation abilities.

Communication Skills

• Strong English reading, writing, and spoken communication.

• Good email writing and professional interaction skills.

Cognitive & Problem-Solving Skills

• Logical reasoning, judgment, and decision-making capability.

• Ability to multitask, analyze issues, and resolve discrepancies effectively.

Work Management & Behavioral Skills

• Detail-oriented, organized, and quality-focused.

• Ability to work in a fast-paced, metrics-driven environment.

• Flexible, adaptable to change, and customer-centric.

• Self-disciplined with adherence to organizational policies.

• Open to feedback and committed to continuous improvement.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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!