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MetLife

Customer Service Associate

Oriskany, NY, United States

The expected salary range for this position is $41,600 - $49,900.

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Job details

Pay: The expected salary range for this position is $41,600 - $49,900.
Posting language: English
Posted: Nov 7, 2026

Original job description

Description and Requirements

The Team You Will Join

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Opportunity

Responsible for receiving and handling customer telephone inquiries. Perform follow-up activity (send a letter, return a call, refer 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.

Key Responsibilities

Handle inbound calls on the FEGLI customer service 800 line
Return customer calls as needed to address inquiries and provide support
Use the FEGLI claims system to research inquiries, identify case owners, document comments, and create or distribute phone slips
Establish new claims and review/process non-complex life insurance claims, including single-beneficiary, multi-beneficiary, and dependent coverage claims
Escalate special customer inquiries and consult with management as appropriate
Determine when inquiries require further review or follow-up and take action on expired call-ups and outstanding claim items
Communicate claim details, inquiry information, and urgency levels clearly through phone slips and system comments
Send and receive standardized email communications with agencies, OFEGLI staff, and management
Process incoming mail related to new and existing claims
Prepare manual letters and written correspondence regarding FEGLI life insurance claims

Required Qualifications

New hires should live a commutable distance from the site the role is posted in
Good oral and written communication skills
Works well as part of a team and individually
Knowledge of standard office equipment
Ability to work periodic overtime
Basic PC knowledge
Manage multiple tasks and deadlines
Use of sound business judgment
Adaptable to change
Data entry skills
Basic Microsoft Office knowledge
Basic knowledge of life claims process desired
High School Diploma or equivalent
Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows

Preferred Qualifications

Some college education desired
1+ years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or similar)

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $41,600 - $49,900. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

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, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please [1] click here.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, 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 [2] #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date. References

Visible links

https://www.metlife.com/content/dam/metlifecom/us/noindex/pdf/HR-US-Benefits/US-Benefits-Overview-10-13-2025.pdf
https://www.metlifecareers.com/ml/GreatPlaceToWork

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Skills

Customer service
Process improvement
Research
Communication skills
Office equipment
Adaptability
Data entry
Microsoft Office

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