IDI Claims Business Procedures Consultant - Virtual, United States

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 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.

·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

·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

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 About MetLife 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”).