City/Cities Mexico City Country Mexico Working Schedule Full-Time Work Arrangement Hybrid Relocation Assistance Available No Posted Date 10-Dec-2025 Job ID 14105 ### **Description and Requirements** *We are global experts and recognized leaders in insurance. With over 150 years of experience, we deliver best-in-class life insurance, annuities, and benefits programs to more than 90 million customers across 50 countries worldwide. In Mexico, we are the #1 life insurer in the country, serving over 10 million policyholders.* We are seeking a **Senior Escalation Specialist**. **PURPOSE OR MISSION OF THE ROLE**: Analyze nonconformances received by the company from all business lines. **KEY RESPONSIBILITIES** * Handle complaints from the company’s various business lines. * Conduct analysis and validation of all benefits requested by the customer (user). * Meet response-time requirements for processes (internal SLA: 1 business day). * Monitor and track response status with involved departments, and review responses. * Close processes according to established internal SLAs, verifying that all customer benefits have been fulfilled and properly documented. * Close cases based on the checklist and attach it to the system. * Perform accurate case classification and system registration. * Provide evidence of initiation of procedures or interaction with relevant departments. * Customer service (active listening), PAM (Elderly Protocol). * Analyze each case to determine the appropriate department for assignment and handling. * Monitor response times of involved departments to proceed with case closure or follow-up. * Ensure case closure in the MetLife system (attaching supporting evidence). * Support updating manuals in accordance with established internal regulations. * Control room management (reporting, committee meetings, and cross-departmental improvement initiatives). **REQUIREMENTS AND QUALIFICATIONS** * Bachelor’s degree in Social Sciences and/or Administration (graduates or candidates nearing graduation) * Minimum 2–3 years of relevant experience * General insurance conditions knowledge * Intermediate Excel * Intermediate PowerPoint **INTERPERSONAL PROFILE** * Sense of urgency * Analytical ability * Frustration tolerance * Time management skills * Empathy * Negotiation skills * Assertive communication * Adaptability to change * Proactivity * Problem-solving orientation * Teamwork * Autonomy Department: Operations – Customer Service Schedule: Monday–Thursday, 8:00 AM–5:30 PM; Friday, 8:00 AM–3:30 PM Work Type: Hybrid *At MetLife, we are committed to fostering diversity among our employees through non-discriminatory treatment based on race, gender expression/identity, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition. HIV and pregnancy testing are not required for hiring, retention, or promotion, and equal employment opportunities are guaranteed.* We share the link to our Job Posting Policy, which outlines guidelines for job vacancy postings. **Benefits We Offer** Our benefits are designed to support your holistic well-being, including programs for physical and mental health, financial wellness, and family support. We offer major medical expense insurance, life insurance, combined with a competitive compensation package—including performance-based bonuses, savings fund, and pension plan. We also provide extended parental and adoption leave, plus additional benefits such as volunteer time off, birthday leave, Cultural Heritage Day, cultural and sports events—and much more! **About MetLife** Recognized on Fortune magazine’s 2025 “World’s Most Admired Companies” list and on Fortune’s 2025 “100 Best Companies to Work For™” global list, 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. Our purpose is simple: to help our colleagues, customers, communities, and the world at large build a safer future. United by purpose and guided by our core values—Win Together, Do the Right Thing, Deliver Impact over Activity, and Think Future—we are inspired to transform the next century of financial services. At MetLife, it’s #AllTogetherPossible—join us! At MetLife, we are committed to fostering diversity among employees, through non-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, HIV and pregnancy testing as a requirement for entry, permanence or ascension and there is equal employment opportunities.