Pet Claims Supervisor

Description and Requirements
Location: Virtual
A top candidate would ideally be commutable to a MetLife Office
Shift: Shift is Saturday - Wednesday. (Work Every Saturday & Sunday.) Days Off: Thursday & Friday.
Shift hours: 8 - 4:30pm EDT or 9 - 5:30pm EDT.
Travel - 5% - to Jeffersonville, IN office.
Summary of Responsibilities:
The Claims Supervisor oversees daily responsibilities of department personnel and processes. The Claims Supervisor will be responsible for overall claims processing and related customer retention efforts of the claims team. He or she coordinates job assignments within the department and is responsible for achieving quality and efficiency metrics. This person will motivate, coach, counsel, train, and problem solve to ensure individual and team goals are met. The Claims Supervisor works with other departments to identify and resolve problems regarding escalations. He or she will develop and analyze staffing, training, scheduling and recognition, and implement any necessary changes to improve the overall performance of the team. The Claims Supervisor will take the lead in implementing new initiatives relating to the Claims department.
This role requires a high-energy person capable of strategic thinking, leadership, problem solving, multi-tasking as well as attention to detail in day-to-day operational procedures.
Principal Responsibilities:

• Manages claims staff with responsibilities including time clock management and attendance, coaching and development.
• Provides daily direction and communication to team members to ensure the department is performing optimally
• Responsible for knowledge of MetLife Pet Insurance products and processes and possess the ability to effectively convey this information to team members
• Handles policyholder escalations relating to claims
• Recommends and implements process improvement strategies
• Develops and analyzes staffing, training and quality processes and implements changes as needed
• Prepares and presents reports on department metrics for Claims
• Reviews a significant number of claims/policyholder interactions, daily, weekly, and monthly to ensure that the information provided is accurate, procedures are followed, and the team members represents the company in a positive and professional manner
• Reviews daily claims batch
• Procures and maintains adjuster's license in all relevant jurisdictions
• Provides performance feedback and coaching on a regular basis to each team member while encouraging strong performance and documenting needs for improvement
• Implements performance improvement plans and disciplinary actions for those not meeting expectations, not complying with company policies and procedures or overall non-compliance
• Manages processes that directly affect retention including proper and timely claims settlement as well as effective communication of settlement to the customer
• Documents and consistently refines standard operating procedures

Knowledge/Skills/Competencies Required:

• High School Diploma or GED
• 3+ years of relevant experience (Pet product knowledge a plus)
• Strong understanding of veterinary medical terminology and procedures
• Proven leadership experience with the ability to develop a team
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
• Excellent organizational, interpersonal, and communication skills, both written and verbal.
• Proven history of adherence to corporate policies, procedures, and guidelines
• Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness.
• 3+ years supervisory experience strongly preferred.

The salary range for applicants for this position is based on location. $56,700 - $71,600..
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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 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.
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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
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.
based on location. $56,700 - $71,600.