Panel Representative (Legal Customer Service)

MetLife Legal Plans is currently hiring a Panel Representative for our Panel Management Department here in Cleveland, OH.

This individual will report directly into our Attorney Network Manager.

This position is hybrid, with roughly two days per week in our Cleveland, OH office and three day a week remote.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits, serving five million people at more than 3,000 organizations, including over 200 Fortune 500® companies. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who offer 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 succeed
• We deliver for our customers

A day in the life of a Panel Representative at MetLife Legal Plans:

Panel Representatives are responsible for helping to manage our network of attorneys to ensure that they provide the highest quality legal services to clients. 

Responsibilities:

• Developing relationships with PLFs and Panel Attorneys
• Conducting training with Panel Attorneys regarding MLP’s policies and procedures for providing legal services to members and working with MLP, directing and managing their billing practices and claims handling, monitoring them for accuracy and compliance, and making corrections and providing retraining when necessary;
• Reviewing and evaluating coverage issues, including the review of legal and supporting documentation, when necessary, to assist PLFs in resolving any coverage issues, and escalating questions to Team Leads and Attorney Network Manager(s) or AVP Attorney Network & Claims Management for assistance and guidance where necessary;
• Serving as a resource for PLFs to provide assistance and guidance regarding coverage questions, billing and payment issues, and client service issues;
• Analyzing client/member inquiries and complaints, work with members and PLFs to address and resolve any issues and maintain business records regarding same;
• Evaluating members’ access to Panel Attorneys, and working with the Panel Management Recruiting and Training Specialist to identify areas where additional recruiting of may be necessary;
• Investigating and resolving billing issues, payment requests, audit issues, and other inquiries initiated by Panel Attorneys;
• Facilitating Panel Attorneys’ requests for extraordinary fees and ensuring they comply with MLP’s policies regarding fees and billings;
• Working with members to assist them with resolving escalated coverage questions and help them to locate counsel to handle their personal legal matters; 
• Evaluating, on a continuous basis, the level of service provided by Panel Attorneys to our members, and escalating any concerns regarding service or other issues to Attorney Network Manager(s) or the AVP Attorney Network & Claims Management as necessary; 
• Working with Plan Administration to address and resolve any sponsor inquiries or issues regarding the network;
• Teaming with Internal Partners to address any issues with attorneys regarding billings, audits and payment;
• Assist with onboarding and training new team members;
• Contributing to special projects to increase departmental efficiency; 
• Supporting other internal departments to ensure client satisfaction, assisting with benefit fairs and departmental projects.
• Other duties as assigned. 

Required Qualifications:

• Exceptional verbal and written communication;
• Ability to maintain self-structured time management and prioritize tasks;
• Ability to express empathy to help resolve stressful situations in a calm and positive way;
• Proficient with Microsoft systems;
• Ability to maintain confidentiality of sensitive situations and documents;
• Detail-oriented and well-organized, with the ability to handle a high-volume workload; and
• Ability to thrive in a team-centered environment.

Preferred Qualifications:

• Bachelor’s degree from an accredited university preferred;
• Previous experience in the legal field or relationship management;
• Knowledge of the legal services industry and products; 
• Experience with enforcement of and compliance with company policies;
• Aptitude for investigating and resolving conflicts.

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.