The Opportunity
MetLife's Total Control Account (TCA) is a payment method used to pay benefits from a Life Insurance policy or Annuity contract. TCA is an interest-bearing, no fee account designed to give beneficiaries the peace of mind that their money is secure and accessible while they decide how to use their funds. Although not a bank account, it's a lot like a checking account, but with several advantages including the ability to order a free Debit Card, ability to link to mobile payment services, transfer funds from TCA with no fees and designate a beneficiary(ies).
This position is responsible for opening, reviewing specific processes, and maintaining Total Control Accounts (TCA) for multiple product lines. This position is responsible for review and working of queues, reports, operational processes including metrics. Other responsibilities include partnering with claim teams, and our vendor to ensure that TCA's are set up, mailed, and processed correctly.
How You'll Help Us Build a Confident Future (Key Responsibilities)
Perform daily reject report, as needed.
Open new manual TCA accounts.
Review the additional payment report to ensure that new accounts are not created if the account holder already has an existing account that the money can be transferred into.
Process requests from the Law Department on TCA accounts.
May need to assist with processing of accountholder ACH and/or wire transfers.
Process requests from claim teams on new and existing accounts, as needed.
Quality control work that was emailed to vendor for processing and/or uploaded to processing system for the prior day, to ensure accuracy of transactions.
Maintain production and quality standards.
Manage and organize work to meet multiple deadlines and competing priorities to ensure department turnaround and customer satisfaction are met.
Process Third Party Transfers or Withdrawal requests from Legal and/or Tax Unit, as requested.
Keep up to date on TCA procedures and attending required training.
Interact and partner with vendors, the Legal Department, Claim Teams, TCA Call Center, Accountholders, and management to ensure that TCA accounts are appropriately maintained.
Perform other tasks as needed.
What You Need to Succeed (Required Qualifications)
College degree or relevant work experience desirable.
Intermediate knowledge of insurance products and provisions.
Ability to make occasional outbound calls for TCA accountholders.
Exceptional customer service experience in a professional work environment.
Good Analytical skills.
PC knowledge (Microsoft Word and Excel).
Excellent oral and written communication skills.
Ability to adjust and respond positively to multiple demands and shifting priorities.
Ability to plan and organize time and priorities to achieve business results.
Takes personal accountability for follow through on customer commitments.
Works collaboratively with others, shares best practices and assists teammates with work.
Ability to deal with people in stressful situations.
Ability to introduce new ideas to improve work processes.
Projects an attitude of service, empathy and patience to all customers.
Ability to maintain confidentiality.
Ability to work periodic overtime.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.
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