ADA Claims Specialist

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

At MetLife, we are committed to making a meaningful difference in the lives of our customers and communities. Within Global Technology & Operations (GTO), our teams work together to solve business challenges and deliver exceptional customer experience. In this role, you will have the opportunity to make a direct impact by managing ADA and PWFA accommodation claims with accuracy, timeliness, and care. You will guide claims through the accommodation process, provide clear and responsive communication, and help deliver a consistent, high-quality experience for our customers.

Key Responsibilities

• Manage ADA and PWFA accommodation requests from intake through resolution, including pregnancy, childbirth, and related medical-condition requests.

• Conduct employee and employer interviews, facilitate the interactive process, and gather and review appropriate medical and supporting documentation.

• Evaluate restrictions, limitations, essential job functions, and reasonable accommodation options, collaborating with clinical or vocational resources as needed.

• Provide clear, well-supported accommodation recommendations, communicate employer decisions, and coordinate implementation and ongoing effectiveness of approved accommodations.

• Maintain complete, accurate, and timely case documentation while managing assigned inventory and meeting established quality, service, and turnaround expectations.

Required Qualifications

• High school diploma

• The ability to work MST/PST Hours. To ensure the support and success of our customers in this time zone applicants must be able to work these hours.

• Working knowledge of FML regulations including leave type and administration.

• Strong written and verbal communication skills. Excellent organization, time management, and attention to detail. Strong critical-thinking and problem-solving abilities. Ability to manage multiple cases and competing priorities. Ability to navigate sensitive conversations with professionalism and empathy. Strong documentation and case-ownership skills.

• Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Preferred Qualifications

• Bachelor’s degree is preferred or 1-3 years claims experience in ADA accommodations, PWFA, disability, leave administration, HR, claims, or similar case-management work preferred.
• Experience in ADA accommodations, PWFA, disability, leave administration, HR, claims, or similar case-management work preferred.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $52,000- $62,000. 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 [1] 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 [2] #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. References

Visible links

1. https://www.metlife.com/content/dam/metlifecom/us/noindex/pdf/HR-US-Benefits/US-Benefits-Overview-10-13-2025.pdf
2. https://www.metlifecareers.com/ml/GreatPlaceToWork