MetLife

Job Location: Virtual within commutable distance to Atlanta GA, Tampa FL, Cary and Charlotte NC, or Charleston SC

Role Value Proposition:

The Client Services Consultant II is tasked with providing outstanding service to large National Accounts group benefits customers within the Southeast Customer Unit. The Client Services Consultant II acts as the primary point of contact for their designated group of customers, collaborating closely with the Account Executive and other internal stakeholders to effectively manage customer relationships and deliver administrative support for MetLife’s products and services.

Key Responsibilities:  

·    Provides exceptional customer service to support ongoing customer delivery and customer satisfaction. This entails accountability for day-to-day support of customer requests, inquiries, and problem-solving escalated customer matters.

• Supports and attends onsite and virtual customer benefit fairs.
• Leads projects and prepares and attends stewardship meetings and finalist meetings.
• Participates in the RFP process for assigned customers and identifies possible plan design alternatives for customers.
• Collaborates and acts as an extension of the customer’s HR Benefits team to assist with problem resolution and troubleshooting.
• Participates in customer account audits and strategic planning process.
• Partners with financial team in completion of customer reports; analyzing results and identifying trends. This also includes providing timely ad hoc and scheduled customer reporting.
• Leads and coordinates implementation of the addition of MetLife products.
• Participates in strategy meetings, establishes specific processes and reports, reviews contract documents, creates process manuals and inputs and ensures accurate input of data in MetLife systems, develops and leads customer presentations.
• Maintains awareness and knowledge of MetLife’s and competitors’ products and trends.
• Perform other related duties as assigned or required.

Essential Business Experience and Technical Skills:

Required:

• 1+ year of relevant experience, such as account management, client service, or group benefits experience
• Strong proficiency with Microsoft Office Suite (particularly Excel, Word, PowerPoint, Teams, Outlook Mail) and must be familiar with Webex and Zoom meeting applications.
• Excellent organizational, interpersonal, and communication skills, both written and verbal.
• Strong project management skills including problem solving, attention to detail, analytical thinking and decisiveness.
• Must be comfortable speaking and presenting in front of customers.
• Ability to balance autonomous work with collaborative environments; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible.
• Ability to balance customer expectations with MetLife capabilities.
• Self-motivated to learn more about the business and is proactive in personal development.
• 10% travel requirement.

Preferred:

• Knowledge of group benefits products, particularly Accident & Health and Life, preferred knowledge of Disability & Dental.