MetLife

Role Value Proposition:  

Provides administrative and customer service to very large group insurance clients. Works with account team to manage customer relationships and satisfaction. Overall accountability for the day-to-day administration of multiple Regional Market Accounts clients with higher premiums ($2.5M average vs. standard $500K)  

Key Responsibilities:

• Receiving, analyzing, researching, and responding to client requests and leads projects.
• Crafting and providing clients with alternative solutions to requests and identifying potential plan design alternatives. 
• Acting as the liaison between the client and internal MetLife teams by identifying the MetLife team that can best assist the client.
• Working with clients’ Third-Party Administrators to facilitate problem resolution, trouble shooting, and implementation.
• Acting as primary client contact and providing exceptional customer service thru ongoing customer delivery and client satisfaction by promptly and accurately addressing client’s questions or issues. Coordinating, planning, and facilitating client meetings, both in-person and via conference call.  Drafting and preparing materials, agendas, and presentations for client meetings.  
• Leading client account audits and strategic planning processes for client accounts.
• Partnering with MetLife’s Financial team in completion of client reports. Acting as project leader for the implementation of new clients and addition of MetLife product lines to existing clients.  Leading customer implementation meetings and identifying and working with appropriate MetLife departments to ensure that MetLife meets key deliverables.  
• Leads initial strategy meetings, establishes specific processes and reports, reviews contract documents, completes broker agreements, creates process manuals, and inputs and ensures accurate installation of data in MetLife systems.
• Analyzing complex multi-line plans to ensure that MetLife delivers on its contractual agreements with clients.
• Identifying policies that fall outside of MetLife’s standard products and devising potential solutions to meet individual customer needs.
• Identifying clients with billing and financial issues and determining the appropriate response based on account history, familiarity with client, and other subjective standards. 
• Serving as a key internal resource to MetLife departments and acting as a subject matter expert to client. Partnering with Proposal Unit to conduct research and respond to client RFP questionnaires. 
• Analyzing the detailed components and provisions in legal agreements between MetLife and the client and identifying and assisting in the facilitation of the execution of contracts to ensure legal and contractual compliance. Leading cross-functional project teams designed to identify innovative ways to support key Regional Market initiatives and to enhance MetLife’s general operational effectiveness. 
• Obtaining deep comprehension of MetLife competitors’ products, pricing, industry trends, and legal developments impacting business through independent research and market analysis.  Applying that knowledge to improve client service and identify areas of growth. Understanding MetLife’s full range of group products, services, and systems.  Applying that knowledge and using analytical skills to identify the interaction of these products, services, and systems to increase customer service and internal efficiency.

Essential Business Experience and Technical Skills: 

Required:

• 5+ years of customer service, project management, or relevant experience
• Experience within Group Benefits 
• Ability to analyze complex client accounts and drive timely solutions to customer issues.
• Extensive experience managing complex client accounts and relationships 
• Ability to answer wide range of client questions on-the-spot and provide potential solutions.
• Excellent organizational, interpersonal, and communication skills, both written and verbal. 
• Ability to work autonomously and manage time efficiently to meet client deadlines, effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible
• Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness
• Ability to balance client expectations with MetLife capabilities
• Proficient with Microsoft Office software
• General understanding of U.S. economy and employee benefits industry.
• Self-motivated to learn more about the business and is proactive in personal development
• Firm knowledge of group products, services and systems and ability to apply analytical skills to the interaction of these products, services, and systems

Preferred:

• Bachelor's Degree

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.