Customer Service Associate – Claims

About the role

The Customer Service Associate – Claims will handle inbound telephone inquiries for the Federal Employees' Group Life Insurance (FEGLI) program, providing accurate and compassionate support to policyholders across the United States. This position plays a critical part in ensuring claims are processed efficiently and customers receive clear guidance during important moments.

Key responsibilities

• Answer and manage calls on the FEGLI 800‑number, and make follow‑up calls as needed.
• Use the FEGLI claims system to retrieve case information, identify owners, enter comments, and generate phone slips.
• Build new claims and process non‑complex claims, including single or multi‑beneficiary coverage.
• Consult with managers on special inquiries and determine when escalation is required.
• Review expired call‑ups, perform necessary follow‑ups, and communicate urgency to data and CMS owners.
• Send and receive standardized email communications with agencies, OFEGLI staff, and managers.
• Process incoming mail for new and existing claims and draft manual letters for FEGLI life claims.

Required profile

• Strong data‑entry abilities and excellent oral and written communication.
• Ability to manage multiple demands and shifting priorities while demonstrating MetLife values.
• Effective time‑management, business‑decision making, and teamwork orientation.
• Proficiency with PC applications and willingness to work overtime when required.

Required skills

• Data entry
• PC knowledge
• FEGLI claims system

What we offer

• Opportunity to make a real difference for customers during critical moments.
• Collaborative team environment focused on continuous improvement.