IDI Claims Business Procedures Consultant

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
The Business Procedures Consultant is responsible for documenting, analyzing, and supporting IDI Claims Support and Claims Reinsurance Processing to help ensure accurate, compliant, and timely claim outcomes across U.S. insurance operations. Guided by our purpose - always with you building a more confident future - and our New Frontier strategy focused on stronger growth, attractive returns and all-weather performance, this is an exciting opportunity to strengthen operational consistency, support risk mitigation, and partner across Claims, Reinsurance, Finance, Technology, and Audit to improve processes that directly support MetLife's customers and business performance.
Key Responsibilities
• Lead the analysis and documentation of IDI Claims and Reinsurance workflows to support accurate, compliant, and timely claim processing
• Create clear, consistent procedures and process documentation that align with contractual, regulatory, and control requirements
• Oversee process reviews to identify gaps, risks, inefficiencies, and opportunities for sustainable operational improvements
• Manage work across Claims, Reinsurance, Finance, Technology, and Audit stakeholders to resolve issues and support business priorities
• Develop recommendations and procedural updates that support system enhancements, operational changes, and risk mitigation efforts
• Coordinate cross-functional communication and follow-up to ensure process changes are implemented effectively and consistently
Required Qualifications
• Experience in insurance operations, claims, reinsurance, or a related business environment to support accurate procedure documentation and operational process improvements
• Proficiency in Excel and standard productivity tools, including Word, PowerPoint, SharePoint, and Teams, to analyze information, create documentation, and support cross-functional collaboration
• Strong analytical, documentation, attention to detail, and problem-solving skills to identify process gaps, assess risks, and recommend effective solutions
• Collaborative, organized, and adaptable work style with the ability to manage multiple priorities and partner effectively with stakeholders across Claims, Reinsurance, Finance, Technology, and Audit
Preferred Qualifications
• Experience in IDI claims and/or reinsurance
The expected salary range for this position is $54,000 - $72,000 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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 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 #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 [email protected]. 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.