Role Value Proposition: MetLife is leading growth in Specialty Market relationships. We are looking for you to drive a consistent and extraordinary customer service experience for both new and existing customers as part of the Specialty Market Service & Operations Organization. In this role, you will partner closely with sales, underwriting and external relationships to execute on customer commitments. Specialty Market Service & Operations is a diverse team of implementation, client service and billing associates supporting the General Agent, Third Party Entity, Professional Employer Organization (PEO), Association and Trust market space.
Job Description:
Project Manage implementation plans for new client installations as well as for expanded product offerings to our existing clients. Once an account is installed, provide ongoing support for account maintenance, and engaged in escalated issues.
Functional Responsibilities:
· Problem solve on implementation & service conference calls
· Be accountable for the end-to-end account management experience of assigned cases which can range from 100 to over 100,000 eligible members
· Research and define opportunities to improve profitability and retain customers
· Respond to customer needs proactively
· Develop strong expert relationships with brokers/consultants
· Provide management with clear updates on issues and potential escalations
· Understand benefit offerings to group insurance accounts to provide enrollment material and client communications
· Primary contact to provide excellent post-sale high level customer service and solve escalated issues
· Attend client and industry events to represent MetLife
· Flexible schedule, and able to work as needed outside of standard business hours
· Maintain up-to-date client databases, business plans and legal requirements
· Partner with sales, marketing, underwriting, billing, eligibility, claims and customer service teams
· Project Management & tracking
· Expert in consultative support both internally and externally
Job Requirements/Qualifications:
· Customer service experience in the insurance industry
Key Competencies, Qualifications and Skills, and Preferred:
· Bachelor’s Degree
· Prior expertise in the PEO or Association space and/or insurance industry (sales, underwriting, operations)
· Understanding of employee benefits (worksite and voluntary)
· Strong interpersonal skills, as well as excellent written and verbal communication skills
· Ability to present and speak in front of large audiences
· Account management, project planning and problem-solving experience
· Must be self-motivated, and work well independently and as part of a team
· Strong organizational and project management skills, with the ability to prioritize numerous responsibilities at once
· Ability to consistently meet tight deadlines and work under pressure
· Strong computer skills (Word, Excel, PowerPoint, Adobe, MS Project)
Travel – 5-10%
