Overpayment Specialist - Disability

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 Disability Overpayment Specialist manages the end-to-end recovery process for disability claim overpayments, ensuring payment accuracy, financial stewardship, and compliance across MetLife's U.S. Group Benefits operations. This role validates overpayments, resolves complex cases, and partners with customers, employers, and internal stakeholders to deliver effective, customer-focused solutions.

As part of MetLife's New Frontier strategy, the specialist leverages data, AI, and other technologies to improve operational efficiency, support decision-making, and enhance customer experiences. Through accurate overpayment management and cross-functional collaboration, this role contributes to responsible growth, operational excellence, and MetLife's mission of building more confident futures.

The position offers opportunities to develop expertise in disability claims, financial analysis, customer experience, and process improvement, with exposure to cross-functional teams and career growth across Claims, Operations, Finance, and leadership paths.

Success in this role requires strong analytical, organizational, and problem-solving skills, attention to detail, adaptability, and the ability to manage multiple priorities in a fast-paced environment. A commitment to continuous learning and embracing new technologies is essential.

Key Responsibilities

• Manages assigned caseload of claims that were overpaid due to various reasons in order ensure proper recovery follow-up and adherence to established guidelines.
• Updates and maintains accurate records of recovery activities in various claims applications.
• Adheres to established policies and practices to resolve overpayment issues.
• Assists with referrals to vendors and follows-up on the status of pending claims with a recovery agency and/or vendor.
• Write and send out letters with detailed calculations.
• Handling incoming and outgoing calls with various customers.
• Assist with tax inquiries related to overpayments/repayments.
• Performs other related duties as assigned or required.
• Review, update and explain tax details associated with the overpayment details.

Required Qualifications

• Must live within a commutable distance of the Oriskany NY office (Central NY)
• 1–3 years of customer service experience, including outbound phone work or similar experience
• Intermediate proficiency in Microsoft Excel (including formulas and formatting) – Required
• Strong mathematical and analytical skills
• Excellent documentation skills, with the ability to interpret and follow process documentation
• Effective written communication skills, including professional letter writing
• Ability to multitask and maintain focus in a fast-paced environment
• Comfortable working in a matrixed organizational structure
• Highly self-motivated with strong attention to detail

Preferred Qualifications

• 1 year of Claims experience or similar experience.
• Negotiation skills.
• Experience with ERISA (Employee Retirement Income Security Act of 1974) and Disability Plan and Policy Language.

The expected salary range for this position is $41,600 - $45,000. 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.