MetLife

Role Value Proposition

MetLife Group Operations has a keen focus on delivering exceptional customer service to our group benefit customers. The Account Management Consultant role is a key component of our service delivery model.  The Account Management Consultant is the main point of contact for our brokers.  In addition, the Account Management Consultant will provide key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external post-sale activities associated with the acquisition of new business and in maintaining existing customer relationships.   

Key Responsibilities

• Directly aligned with 1 to 2 sales partners and maintain overall responsibility for the designated sales partners’ book of business
• Facilitate weekly natural work team huddles and collaborate with dedicated internal partners to ensure customer deliverables are met 
• Serve as the initial point of contact for service-related customer escalations and work with internal partners to resolve all concerns
• Request and analyze reports related to customer plan experience as well as broker commissions
• Organize and attend various customer and broker facing meetings either in person or virtually and develop marketing plans and presentation materials for such meetings as needed
• Actively participate in finalist meetings for prospective customers and stewardship meetings for existing customers 
• Ensure proper licensing, appointment and commission paperwork is in good order for writing agents
• Demonstrate strong customer-specific product knowledge and provide consultative assistance on issues related to customer benefit plans, while staying informed of specific customer activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.) 
• Actively participate in the implementation process to ensure a smooth onboarding experience for new and existing customers
• Track customer renewal statuses and margin position, negotiate rates, work with underwriting to request alternate plan designs as necessary, notify internal partners of plan design changes to initiate the amendment process
• Mentor newly hired associates and assist with process training
•  Perform other duties as assigned or required

Essential Business Experience and Technical Skills

Required:

• High School diploma
• 5+ years related experience, such as account management or project management
• Excellent presentation skills, oral and written communication skills
• Strong commitment to meeting metrics 
• Proficient in PowerPoint
• Must already hold or be able to obtain State Life, Accident and Health license within 90 days of date of hire

Preferred:

• Bachelor’s degree
• 5+ years related customer service experience
• Proficient in MS Excel and Salesforce
• Proven ability to manage complex situations 
• Strong focus on customer satisfaction and obtaining results

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 making a difference in the lives of our customers.