MetLife

Job Summary:  Act as a single point of service as a DIGI Client Services Consultant I.  Participation in client facing activities to resolve customer issues with a sense of urgency while providing a consistent customer service experience.  Works closely with sales partners and other internal partners to contribute to the long-term persistency and profitability of the Client Service Consultant in DIGI as part of National Account Operations.  Will manage all aspects of account management to develop strong working relationships and foster a sense of trust and confidence in MetLife.  

Functional Responsibilities:  

• Provides effective single point of service for all cases managed and owned by the Client Service Consultants (CSC). CSCs are required to build strong working relationships by demonstrating accountability as the subject matter expert.  
• Familiarity with the group’s plan design, case structure, and the expectations of group, enabling them to provide a consistent customer service experience.  
• Develop an understanding of the benefit needs of customer, work as their advocate with Sales and other partners to meet their needs, participate in conference calls/meetings with internal/external partners as necessary.  
• Handles issues of moderate to high complexity independently. 
•  Ensures customer issues are resolved with a once and done approach where possible, or refers the concern to appropriate party for accurate and timely resolution.  
• Ensure appropriate follow through on all open customer inquiries.  
• Support ongoing and enhanced usage of key service features and reports to promote client education and satisfaction. 
• Conducts operational reporting responsibilities with minimal oversight.  
• Participates in special projects and training as assigned or required. Performs other related duties as assigned or required.
  
  Essential Business Experience and Technical Skills:
• High School Degree or equivalent required; Bachelor's degree or higher preferred.
• 2-3 years customer service experience
• Group Benefits, Insurance product experience a plus
• Ability to handle large or high-volume accounts
• Ability to multi-task effectively while prioritizing tasks and effectively managing their time.