Who We Are:
MetLife Legal Plans is the leading consumer legal service in the United States. Whether you are making a will after starting a family, negotiating the contract on your dream home, or just want the peace of mind of having our network of 18,000+ attorneys on your side, we make it easy and affordable to get quality legal help.
We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who provide our service as an employee benefit.
It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.
MLP's Success Principles:
We change and innovate for sustained performance We collaborate and empower each other to succeedWe deliver for our customersThis position will be a hybrid position, with roughly two days in the Cleveland, OH office and three days remoteA Day in the Life of an Account Billing Specialist at MetLife Legal Plans (Job Summary):
Posts daily payments received via ACH, wire, or check deposit to sponsor accounts into our database system.Prepares checks received for banking deposit.Makes bank deposits at various times throughout the month from checks received.Processes sponsor payment files. Updates and maintains various reports and spreadsheets regarding received payments.Uploads various banking reports into our database to update sponsor account payment detail.Runs accounts receivable aging reports monthly to distribute to our account managers for sponsor payment reviews.Works with Account Managers and Account Reconciliation Specialist to resolve any sponsor account balance discrepancies.Reassigns account balances according to the Account Managers or Account Reconciliation Specialist review of aging reports and discrepancy resolutions.Processes accounts receivable adjustments based on updates to sponsor enrollment numbers and rate changes.Provides backup assistance for the Operations department mail processing and check scanning for incoming checks received.Other duties as assigned.Minimum Qualifications (Knowledge, skills, and abilities required):
Bachelor degree from an accredited university or equivalent work experience (internal candidates only)2 years Accounts Receivable experienceAbility to multitask and work with a sense of urgency while maintaining attention to detail.Ability to meet assigned deadlines.Detail-oriented and well-organized, with the ability to effectively manage a high-volume workload.Self-motivated with the ability to take initiative and work independently as well as with a team.Ability to communicate effectively and professionally with our legal plan members and internally with other company associates.What Will Make You Special (Preferred knowledge, skills, and abilities):
Previous experience in accounting or business processes Knowledge of industry or businessStrong attention to detail and excellent organizational skillsAbility to work within a team environment and communicate professionally.Proficiency with Outlook and Microsoft Office products including Excel and Microsoft WordCharacteristics of our Enrollment & Payment Specialist (Competencies):
Problem solving/analytical skills.Time management skillsDetail-orientedDeadline awarenessCommunication proficiencyAbility to thrive in a teamwork environment.No travel required for this role.
Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.
What You Will Do
The Client Service Center Manager is responsible for delivering on our mission of creating the world’s best legal service for working families. You will lead a team of Supervisors and a Workforce Management Specialist while collaborating with the Member Experience Product Owner, Quality Assurance Specialist and CSC Training & Development Specialist to deliver distinctive experiences people love. The Client Service Center Manager will ensure staffing is appropriate through working with the CSC Workforce Management Specialist, for all Supervisor and CSR positions within the department, to deliver on strategic plan goals and departmental service level goals. This position is also responsible for meeting the performance targets of each team and is a key leader in developing new and innovative ways to improve all operational goals.
Responsibilities
• Build a culture of inspiration within the CSC for offering remarkable customer experiences for legal plan members and potential members
• Manage a team of 6-7 CSC Supervisors with coaching and development of 50 – 70 CSRs, monitoring of calls, chat and emails, evaluation and managing overall performance standards for productivity, engagement, efficiency and quality
• Ensure staffing needs are met for all positions in the Cleveland CSC with qualified and trained associates. Work with CSC Training and Development Specialist to build skills and capabilities needed to deliver remarkable customer experiences measured by CSAT scores
• Manage daily operations of the CSC to maximize productivity including scheduling and attendance
• Manage internal partners to establish and support processes and procedures to support new Sponsors and associated service level requirements
• Identify key metrics and collect data/enable data collection to make effective decisions
• Collaborate with technology owners to make recommendations regarding how to best use technology to increase team capabilities and capacity by engaging in product meetings, system testing and feedback gathering
• Manage and optimize non-call work activities, such as system updates, support tasks, and email handling, to improve efficiency, ensure accountability, and support ongoing process improvement.
• Own the service needs for all MLP partners for pilots and third-party services
• Maintain a working relationship with CWA 4340 and collaborate with MLP Leadership and outside counsel on contractual matters
• Support business development activities to achieve MLP strategic plan
• Other duties as required or assigned
Ideal Qualifications
• Proven track record of strong leadership with MLP and solid understanding of MLP products and systems (internal employees)
• Bachelor’s degree from an accredited university
• 5+ years of leadership experience in a call-center / customer service department
• Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership and accountability
• Demonstrated ability to use data and key metrics to evaluate operations, identify opportunities, and support effective decision-making.
• Strong communication, collaboration, and influence skills; able to drive focus
• High level of confidentiality to handle sensitive/confidential situations and documentation
• High-energy team player who works successfully with others to create opportunities for change and supports the company’s strategic plan
• Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload
• Ability to analyze and solve problems, perform complex tasks, and prioritize independently
• Excellent customer service skills
• Display a positive, motivating attitude and flexibility
What Will Make You Special
• Prior call center work experience using systems such as Calabrio, Cisco, Zendesk, i5, and Outlook
• Master’s degree from an accredited university
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. EST but range between 8:00 a.m. to 8:00 p.m though person may occasionally be required to work at different times or days based on business need.
Travel
This position requires up to 10% travel.
Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.
MetLife Legal Plans 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 mlprecruiting@legalplans.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
Read LessJob Title: Director, Claims Counsel
Department: Claims Management
Work Location: Remote
Reports To: VP of Customer Experience
Classification: Exempt
A day in the life of MetLife Legal Plans’ Director, Claims Counsel:
The Director, Claims Counsel is a senior leader within MetLife Legal Plans, responsible for overseeing the review, approval, and resolution of claims, billing inquiries, out-of-network claims matters, and appeals. This role ensures claims are handled accurately, consistently, and in compliance with departmental service level agreements (SLAs), regulatory requirements, and company standards.
In addition to serving as the legal authority for complex and high‑value claims, the Director, Claims Counsel leads and develops a team of 3–4 professionals and partners closely with internal stakeholders to drive quality outcomes, operational efficiency, and continuous improvement across the claim’s organization.
Key Responsibilities
Claims Review & Oversight
Review, adjudicate, and approve complex and high‑value claims, including approvals, rejections, and adjustments, in accordance with approved fee schedules and coverage determinations Primary focus on negotiated arrangements, pre‑approved fee schedules, and escalated mattersProvide second‑level approvals for claims reviewed by team membersMaintain ultimate accountability for claims decisions made by direct reportsEnsure all claims are processed and approved within established payment schedules and SLAsReview billing inquiries (“kicks”) to determine appropriate payment actions and whether additional documentation is required from attorneysIdentify billing trends, issues, or concerns with network providers and escalate or collaborate with Panel Management as appropriate
Out of network claims& Appeals Leadership
Oversee the review of out-of-network claims to ensure accuracy, compliance, and timely payment, requesting additional information from members when necessaryProvide legal guidance to the Claims Team on matters involving legal interpretation, coverage, or complex reimbursement issuesAdvise and support the Claims Team in responding to member inquiries and resolving escalated out of network claims concernsReview and respond to out-of-network claims and coverage/claims appeals in compliance with company SLAs and regulatory requirements
Leadership & People Management
Lead, coach, and develop a team of 3–4 individuals, fostering a culture of accountability, ownership, empowerment, and continuous learningConduct regular 1:1 meetings, performance reviews, and development planning to support individual and team growthServe as a trusted claims and legal subject‑matter expert for internal partners and senior stakeholders
Systems, Process & Audit Support
Support claims systems and application management, including: Participation in User Acceptance Testing (UAT)Defining and documenting business and feature requirements for system enhancementsIdentifying, documenting, and reporting system issues, including performance trends and business impactSupport internal and external claims audit activities, ensuring documentation, processes, and outcomes meet audit and compliance standards
Additional Responsibilities
Address coverage and claims appeals and escalationsServe as a coverage expert for MLPProvide training/education sessions on legal coverage and claims processing for Claims and Panel OrganizationPartner cross‑functionally to improve claims processes, controls, and member experiencePerform other duties as assignedIdeal Qualifications
Bachelor’s degree from an accredited universityProperty & Casualty licensing preferred Candidates without active licenses must be willing to obtain themJ.D. from an accredited law school with 4+ years of experience as a practicing attorney (preferred)5+ years of experience in claims administration, fee reimbursement, billing inquiries, or related workDemonstrated leadership experience with the ability to build high‑performing teams and lead with clarity and accountabilityStrong expertise in claims review, adjudication, and approval processesProven ability to analyze and interpret complex fee, legal, and coverage issuesStrong communication skills with the ability to engage effectively with attorneys, members, and internal stakeholders on sensitive mattersHigh degree of professionalism, discretion, and confidentialityStrong organizational and time‑management skills with the ability to manage competing priorities in a high‑volume environmentProficiency with Microsoft Office tools, including Teams, Excel, Outlook, and PowerPointPositive, adaptable, and solutions‑oriented leadership styleWhat Will Make You Stand Out
Broad legal experience across general practice and litigation mattersPrior experience leading or managing a team in a claims or legal environment7+ years of experience with claims, fee reimbursements, and billing inquiriesActive licensure as a Claims Adjuster
Travel
This position requires up to 5% travel.
Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.
MetLife Legal Plans 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 mlprecruiting@legalplans.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
Read LessThe AVP, Legal Operations & Network Strategy provides executive leadership for the department responsible for overseeing both the strategic management of MetLife Legal Plans’ nationwide attorney network and the business processes that support it. This role ensures operational effectiveness across panel management and claims collaboration, while driving accountability to service level agreements, audit standards, and enterprise objectives. As a senior subject matter expert, the AVP provides guidance on complex coverage matters and escalations, ensuring cohesion between internal teams, member experience, and participating law firms.
This leader sets the vision and direction for a team of relationship managers and support professionals, strengthening internal processes, enhancing network engagement, and delivering measurable performance outcomes. The role partners closely with Sales Support, Legal, Claims, Finance, and Operations to support growth initiatives, fee strategy, coverage evolution, and sponsor reporting. Success requires strong business acumen and the ability to balance legal expertise, operational scalability, financial considerations, and customer experience.
The ideal candidate is a seasoned attorney and proven people leader who understands how law firms operate and can confidently lead at both the executive and practitioner levels. This is a strategic leadership opportunity for a legal professional who wants to influence how legal services are delivered at scale while leading a high-performing department within a growth-oriented organization.
This position will be a hybrid position, with roughly two days in the Cleveland, OH office and three days remote.
Responsibilities (Essential Duties and Responsibilities): Attorney Network ManagementManage attorney panel including recruiting, training, supervising, evaluating and re-credentialing and communicating with PLFs and visiting PLF offices as appropriateLead a team 40 relationship managers to engage, support, educate and manage attorney relationships across the countryDevelop communications and strategies to strengthen our relationships, engage, educate and improve the network NPSSupport coverage reviews including coverage determinations and coverage appeals.Manage annual review of network attorney fees to determine if adjustments need to be made to existing fee schedules including negotiation of fees.Maintain and update Participating Law Firm manual on a regular basis.Support and manage virtual panel engagement offering available to members. Lead a team of associates that support scheduling appointments with our attorneysSales Support
Support Sales department in completing RFP (request for proposal) responses, plan comparisons, and competitor comparisons.Participate in finalist meetings, customer facing sales calls/presentations as requested by the sales/marketing organization.Partner with our Sales and Legal departments in creating new coverages and/or updating coverage definitions and establish alignment of these changes throughout the organization.Partner with Finance and Legal departments in establishing network and out of network attorney fees for new coverage offerings.Approve special fee requests at firm level during recruitment to our network.
Compliance/Audit Management
Manage attorney panel including recruiting, evaluating, and re-credentialing to including malpractice checks.Manage recruiting of network attorneys including: reviewing and approving all attorney applicationsManage the attorney audit system including assisting accounting with audit standards and cases, determining PLF status related to audit issues and managing training related audit issuesSupport and manage responses for member complaints relating to coverage, claims processing and network attorneys.Support and respond to any litigation which may arise from items directly related to position’s management responsibilities.Support company litigation by researching legal issues and/or coaching members of the organization in their responses.Support and manage audit activity and responses related to the panel and claims departments.Obtain and maintain adjustor licenses as deemed necessary for role responsibilities.Team ManagementManage, coach, train, supervise and develop direct reports.Manage departmental staffing levels, paid time off, performance reviews and compensationSupport budget planning by ensuring staffing and capacity models are kept up to date and reflects work responsibilities across the Attorney Network and Claims Management teams.Participate in user acceptance testing for any changes in process/technology for the Panel Management and Claims departments.Support training of new team members in the Panel Management and Claims departments.Serve as a resource and provide training for other departments on coverage and attorney network issuesManage the client inquiry system including: review and resolution of difficult inquiries; review allegations of attorney misconduct or poor service; review of attorney status; and categorization of inquiriesSupport Strategic Planning efforts and deliver on the organization’s objectives and key results. Support organization with achieving Service Level Agreements and NPS goals.Manage SLA report out requests for SponsorsAssist Legal, Panel, and Claims organization with other items as required.Ensure that all employees are adhering to and modeling after company Success Principles. Minimum Qualifications (Knowledge, skills, and abilities required):Bachelor’s degree from an accredited universityJ.D. from an accredited law schoolMust be licensed in good standing in the State of Ohio or have the ability to sit for the State of Ohio barPossess a minimum of 8 years of experience as a practicing attorneyStrong leadership skills and ability to work with internal and external partners at all levelsStrong time management skills and an ability to prioritize tasksAbility to motivate a team to work together to achieve and support organizational goalsAbility to manage team and support the individual goals and objectives of team membersDetail-oriented and well-organized, with the ability to handle a high-volume workloadSelf-motivated with the ability to take initiativeAbility to communicate effectively, both verbally and in writingAbility to analyze and manage client service issuesAbility to handle confidential and sensitive situations and documentsWhat Will Make You Special (Preferred knowledge, skills, and abilities):
Experience in all aspects of the general practice of law and litigation mattersStrong business acumenPrior experience managing a teamPrior client relationship management experienceKnowledge of the industry, business and productStrong interpersonal skillsStrong mediation/conflict resolution skillsAbility to coach, mentor and train team membersAbility to think outside the box to resolve issuesCharacteristics of our Director of Panel Operations (Competencies):Customer/client-focusedDetail-orientedCommunication proficiencyBusiness acumenAbility to thrive in both a team atmosphere and an independent work environmentProblem-solving/analytical skillsDemonstrated leadership skillsAbility to meet deadlines and deliver resultsWho We Are:
MetLife Legal Plans is the leading consumer legal service in the United States. Whether you are making a will after starting a family, negotiating the contract on your dream home, or just want the peace of mind of having our network of 18,000+ attorneys on your side, we make it easy and affordable to get quality legal help.
We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who provide our service as an employee benefit.
It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.
MLP's Success Principles:
We change and innovate for sustained performanceWe collaborate and empower each other to succeedWe deliver for our customersTravel
Up to 10% travel may be required for this position.
Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties as requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.
MetLife Legal Plans 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 mlprecruiting@legalplans.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
#MetLifeLegalPlans
Read Less