Pet Group Billing Support

Description and Requirements
The Team You Will Join
Join the nation's largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife's Group Benefits team, you'll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today's employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.
The Opportunity
The Pet Group Billing Support plays a critical role in ensuring accurate policy billing, reconciliation, and issue resolution for group pet insurance customers. This role is responsible for conducting detailed policy audits, resolving billing discrepancies, supporting system corrections through partnership with IT and operations teams, and providing training and quality oversight for new and existing associates. The position also contributes to process improvements, reporting analysis, and special billing projects across the Pet Insurance billing support function.
Key Responsibilities

• Conduct routine policy audits for group customers to identify overpayments, underpayments, and data discrepancies; escalate items requiring additional review.
• Process transactional requests (e.g., start/stop coverage), submit IT tickets as needed, and support corrections to policy setup.
• Review policy details to validate refunds, prepare refund breakdowns, and coordinate with Accounting, Billing, and customer-facing teams on next steps and timing.
• Manage weekly reporting (e.g., PET Compare), track issues through resolution, document actions taken, and partner with internal teams to ensure accurate policy administration.
• Review daily operational reports to research policy information, identify issues, and determine appropriate follow-up actions in accordance with established guidelines.
• Process routine policy transactions, including start/stop activity and monetary adjustments, and submit IT service tickets to support accurate policy administration.
• Partner with Customer Experience, Billing Operations, and Billing Management teams to coordinate policyholder outreach, track issue resolution, and provide timely status updates.
• Support departmental projects and initiatives by conducting policy reviews, assisting with billing reconciliation efforts, and completing administrative tasks such as group updates, cancellations, and data changes.
• Maintain documentation, work instructions, time tracking, and audit logs while providing feedback and insights on assigned tasks to support process effectiveness and continuous improvement.
• Support the daily intake and organization of operational files, assist with reviewing data for basic issues or discrepancies, and document findings following established procedures.
• Help prepare summaries and share observations with the team to support issue resolution and ongoing process improvements.
• Provide training, guidance, and mentorship to other team members.

Required Qualifications

• 2+ years of Experience with billing, transmission and payment processes within the Insurance industry.
• Excellent attention to detail and documentation skills, including audit logs and work instructions.
• Excellent organizational and time management skills.
• Strong analytical skills with the ability to research, interpret, and resolve complex policy and billing issues
• Possess a self-starter/ownership mindset.
• Flexibility to move between competing priorities as needed/directed
• Education: high school required

Preferred Qualifications

• Understanding of, Voluntary Benefits, Pet Insurance or group billing operations
• Familiarity with reconciliation processes, refunds, and financial controls.
• Ability to work autonomously; effectively handle multiple tasks and prioritize deadlines appropriately.
• Self-motivated to learn more about MetLife business and proactive in personal development.
• Associate's degree preferred

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to make a difference in the lives of our customers.
The expected salary range for this position is $41,600 - $72,300 . 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
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!
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.
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.