MetLife

Role Value Proposition

Develop and execute project/implementation plans for key Affinity and Sponsored accounts within the Affinity & Member Benefits organization.  Provide ongoing post-sale relationship management service resolving escalated issues with a focus on customer satisfaction, retention and growth.        

Key Responsibilities  

• Accountable for the end-to-end account management experience of assigned customers.
• Develop, execute and track a project plan for both implementations and ongoing account management.   
• Provide management, sales and project teams with updates on accounts. 
• Develop and collaborate with internal business partners to deliver client satisfaction.
• Identify solutions to resolve customer service concerns.   Ensure client issues are addressed by appropriate parties. 
• Pro-actively assesses, clarifies, and validates customer needs on an ongoing basis.
• Identify product/upsell opportunities and proactively educate clients on MetLife capabilities and enhancements.
• Collaborate with the sales team to identify product and service offerings. 
• Partner with marketing to develop marketing plans (promotions, communications and brand awareness) to grow current membership. 
• Provide approved communication materials and reports to customers.
• Maintain up-to-date client databases, business plans and legal requirements.
• Demonstrate in depth knowledge of products/services offered, including but not limited to:  Life, Accident & Health, Dental, Vision, Disability, Pet, Legal, AURA aand other individual service products.
• Develop, build and maintain strong broker/TPA and customer relationships.  Attend customer events and meetings.        Travel as needed, including work after hours.
• Expert in consultative support both internally and externally.
• Partner with Sales to develop strategic account plans on key customers.   Participate in Renewal planning and process Renewals.
• Develop Account Manager skills to assist with business continuity and ensure customer issues are handle with a sense of urgency.
• Other duties as assigned.

Essential Business Experience and Technical Skills  

 Required:

• High School Diploma or equivalent
• 10+ years’ experience in the Association insurance industry (sales, underwriting, operations)
• Group product knowledge  

 Preferred:

• Bachelor’s Degree Strongly preferred
• Excellent interpersonal skills, as well as excellent verbal presentations and written communications skills, also able to speak in front of large groups.
• Strong organizational and project management skills, with ability to prioritize and work on numerous responsibilities at one time.
• Proven record of establishing, building and nurturing lasting customer relationships.
• Experience working with Associations/Brokers/Consultants /Third Party Administrators and Sponsoring Organizations.
• Self-motivated, work both independently and as a team, and have strong desire to exceed goals.
• Ability to consistently meet tight deadlines and work under pressure.
• Project management experience, to include development of a project plan.
• Strong computer skills (Word, Excel, PowerPoint, Adobe, MS Project or equivalent)
• The ideal candidate will have expertise with Affinity markets and be proficient navigating MetLife platforms to provide extra-ordinary customer service to our partners.