Role Value Proposition:

Provides billing administration and solutions to MetLife group Property & Casualty customers for varying markets. Responsible for the overall customer billing experience and delivering service excellence

Key Responsibilities:

• Accountable for standard regional and national account customers. Customers include single and multi-product customers.

• Builds and maintains strong relationships with group customers and internal partners. Serves as key contact to internal partners on issues, working effectively with internal and external contacts in problem resolution. Resolves and responds directly to group customers regarding billing inquiries and issues. Participates in escalation calls as billing expert with Customer, Broker, Sales, and Service as situation warrants.

• Conducts proactive outreach to group customers regarding payment discrepancies, misdirected payments, cash received without backup, missing remits, missing payments, and overpayments. Offers situation specific alternatives and solutions to assist customers.

• Educates customers on the billing and remittance processes and provides ongoing guidance and support during implementation as well as throughout the entire customer relationship to make billing administration easy for our customers and internal partners.

• Performs functions critical to the accuracy of billing for assigned group customers including: daily review and analysis of error reports; suspense management; billing vs remit discrepancies; billing master schedule updates; final bill hold review and release; eligibility updates and identification and resolution of D&U. Additional functions may be needed based on specific product(s) assigned.

• Proactively monitors billing transmission and payment processes for assigned block in order to prevent billing issues and avoid escalations.

• Completes group level reconciliations and payment history review. Makes decisions regarding refunds, write-offs, and reinstatements.

• Determines appropriate cash allocation and provides direction to the Remittance Department for proper premium application.

• Reviews reports, conducts analysis, and works to correct all errors resulting from failed process rules, bad data requirements or file layouts. May require working with customers and partners to change data protocols or processes.

• Performs other duties as assigned or required.

Essential Business Experience and Technical Skills:

Required:

• 2+ years business experience

• Demonstrates excellent customer service and relationship building skills with the ability communicate clearly both verbally and in writing, internally and externally.

• Ability to handle high pressure situations (internal and external) with tact.

• Solid math problem solving skills

• Strong attention to detail and analytical thinking skills

• Advanced knowledge of Excel

• Strong organizational skills and the Ability to multi-task

• Ability to work independently and in a team environment

• Ability to meet deadlines, effective time management and prioritization skills

• Ability to readily adapt to change

Preferred:

• Bachelor's degree in a related field.

• Working knowledge of multiple billing/administrative systems (UIS, CBS, and CDF) to perform billing functions.

• Working knowledge of eligibility and enrollment processes in addition to customer payroll schedules and pay dates.

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.

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.