MetLife

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Sr. Account Manager is responsible for managing a portfolio of MetLife Worldwide Benefits (MWB) customers with standalone Life/Accidental Death & Dismemberment (AD&D)/Long Term Disability (LTD). This role also serves as the key internal service consultant for Blue Cross Blue Shield Global Solutions (BCBS) Client Managers (CM) who are managing shared clients under the Globaline product and is responsible for coordinating with the BCBS CM for any Life, AD&D, LTD questions or claims for Globaline clients.

This role is customer-facing and the primary point of contact for clients, brokers, and internal partners, providing expert guidance on plan administration, benefits solutions, renewals, and industry best practices as well as being responsible for escalated claim issues or plan questions.

This role is not primarily customer-facing for Globaline clients. However, MWB Account Managers may be asked to partner with BCBS CMs in unique and specialized circumstances where external representation for the Life/LTD product is required to support a client’s needs.

Role Value Proposition

The MWB Account Manager role serves as primary service contact for MWB clients with Life/AD&D/LTD coverage, and the main point of contact for BCBS CMs with clients under the Globaline product. 

 Key Responsibilities

• Serves as the key contact to the MWB Life/AD&D/LTD standalone clients. Account Manager maintains overall responsibility for the end-to-end service experience ensuring exceptional client service, retention and strategic growth. 
• Work closely and collaboratively with BCBS CMs on shared Globaline clients, serving primarily in a consultative function. 
• Responds to client inquiries related to eligibility, claims, policy provisions, billing and plan design.
• Manage escalated service issues and coordinates resolution with internal teams (as needed).
• Conduct annual client and/or stewardship meetings to review plan design, service issues, group performance and trends.
• Supports clients with plan design changes, renewal negotiations and open enrollment cycles.
• Participates in reoccurring (as needed) work team huddles and collaborates with dedicated internal and external partners to ensure client deliverables are met. 
• Participate in finalist meetings (as needed) for prospects. (Presentation materials for finalist meetings to be led by AE.) 
• Ensure proper licensing, appointment and commission paperwork is in good order for writing agents. Process BOR change requests. 
• Demonstrate strong client-specific product knowledge and provide consultative assistance on issues related to client benefit plans, while staying informed of specific customer activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.)
• Participate in the implementation process to ensure a smooth onboarding experience for standalone and Globaline clients.
• Review and deliver final contract details to clients once the renewal is finalized. 
• Responsible for member education when required or necessary. 
• Responsible for maintaining correct and current broker and client information in Salesforce.com
• Build and maintain long-term trusted relationships with clients to support retention and growth of the accounts.

Required Qualifications

Preferred Qualifications