PFML Sr Operations Quality Analyst

MetLife • Cary, NC

4d • $53,000 - $65,000 • Hybrid

About The Position

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, claims analysts and project managers who collaborate to create innovative solutions to address core business challenges within MetLife. This role will conduct quality reviews of disability claims, collecting and analyzing quality opportunities, and delivering results and driving improvements to ensure quality standards are achieved.

Requirements

• 3+ years of experience effectively managing PFML claims for a variety of states
• Strong oral and written communication skills
• Strong working knowledge of Excel and PowerPoint
• Excellent report writing and presentation skills
• Demonstrated critical thinking, attention to detail, analysis and problem-solving skills

Nice To Haves

• 3+ years of experience effectively managing STD, State Disability Plans, and concurrent Absence Management Solutions (AMS) claims for a variety of customers
• Prior training or management experience
• Bachelor's degree in a related field or equivalent experience

Responsibilities

• Evaluating and improving business and associate performance by effectively conducting quality evaluations of Paid Family and Medical Leave (PFML) and concurrent Absence Management Solutions (AMS) claims to ensure we meet or exceed regulatory compliance requirements as well as customer expectations.
• Will engage business procedures, training, contract development, product and service delivery as warranted to discuss any discrepancies found.
• Identifies trends, root causes, and quality gaps from the analysis of data.
• Provides timely and meaningful feedback to associates and management regarding performance and quality standards.
• May assist in the research, analysis, partnering and providing feedback and recommendations for quality improvements to the training and procedures team.
• Coach and mentor STD & PFML associates to drive improvements in claim handling.
• Provide additional support to the quality team as needed.

Benefits

• 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, volunteer time off, tuition assistance and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees