Technical Insurance/Annuity Advisor - 19978

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 Technical Advisor is responsible for reviewing and approving escalated complaint responses, providing guidance and support on complex claims and administration matter for retail life and annuity contracts, handling social media complaints, reviewing legal documents related to contract transactions, investigating potentially fraudulent transactions, researching policy/contract history and providing suggested solutions to complex customer issues and supporting compliance, legal, TPAs, product and management as needed. This position provides crucial support and subject matter knowledge to a variety of partners when there are out of the ordinary circumstances across all administrative functions for internal and external customers residing around the world. This is an exciting opportunity to work independently and drive innovation to ensure that we are fulfilling our ultimate goal of being Customer Obsessed while maintaining controls which minimize risk to MetLife. The work is varied and challenging and can be extremely rewarding when you are able to unravel a mystery and help a customer to resolution. If you enjoy working with others, a variety, a challenge and using your experience at MetLife Insurance and Annuities to focus on issue resolution and prevention and a desire to make a difference, you will find that Advisory Services is the place for you!
Key Responsibilities

• Edit, validate, approve and provide follow up on complaint responses to corporate escalations, Departments of Insurance and regulatory agencies. Including trend and escalation analysis.
• Provide advice and rulings on complex transactions to administrative and operations teams, including identification and escalation of trends or identified risk factors to improve processes to avoid future instances of similar issues.
• Investigation and data gathering to break down and present complex issues and suggested resolutions to a varied audience - product, legal, reinsurance, compliance, external regulators, customers, brokers, TPAs, etc.
• Investigate and advise on high value or high risk disbursements where eligibility for benefits, payment values, contract provisions or the rightful beneficiary are in dispute or unclear.
• Review and investigate high risk situations where there is suspected fraud to protect the company and our customers.

Required Qualifications

• Series 6 required (can be obtained after hire)
• 5 years experience with retail life insurance or annuities service or operations
• Strong written and verbal communications skills that is detail oriented, specifically the ability to break down complex and multi layered situations with clarity, accuracy and confidence.
• Demonstrate sound business judgement and the ability to identify areas of potential risk and recommend balanced solutions for individual cases and implementation of improvements for broader impact.
• Proven ability to independently prioritize effectively and shift as needed to address emergent situations.

Preferred Qualifications

• Proficiency in CoPilot and Microsoft Office Suite
• Understanding that no one person has all the knowledge - but knowing where to go for the subject matter expertise when that is necessary.
• Willingness to work with a strong team, challenge status quo and bring problems to light by keeping eyes on the horizon to see the bigger picture, ripple effects of actions and needs of the organization.

The expected salary range for this position is $59,000 - $86,400 . 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 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.