MetLife

Role Value Proposition

The Client Services Consultant II has overall accountability for the day-to-day administrative service support of multiple National Accounts clients (5,000+ lives). The Client Services Consultant II is part of an overall account team tasked with understanding the customers’ needs and wants and focused on delivering group benefit products that meet those needs, along with delivering a service experience that exceeds expectations and makes it easy for customers to do business with MetLife.

Key Responsibilities

• Overall accountability for the day-to-day administration of multiple or complex clients, including:
• Serves as a liaison between the client and internal MetLife teams.
• Responds to client requests and leads projects.
• Provides clients with consultative, alternative solutions to requests that can identify possible plan design alternatives.
• Responsible for providing exceptional customer service through ongoing timely customer delivery and client satisfaction.
• Coordinates and facilitates ongoing client meetings, in person or via conference call, and prepares materials, agendas, and presentations.
• Participates in and facilitates client Finalist and Stewardship meetings, in person or via conference call. 
• Leads client account audits and strategic planning process, and partners with a financial team in the completion of client reports.
• Serves as a key resource and may serve as a subject matter expert to Customer Unit and National accounts.
• Partners with the Proposal Unit to research and respond to RFP questionnaires.
• Understands detailed components and provisions in legal agreements between MetLife and the client and assists in facilitating the execution of contracts to ensure compliance.
• Comprehends competitors’ products, industry trends, and legal developments impacting business.
• Firm knowledge of MetLife’s group products, services, and systems and ability to apply analytical skills to the interaction of these products, services, and systems.

Essential Business Experience and Technical Skills

Required:

• 3+ years of equivalent experience within the insurance space.
• 3+ years of account management/client service experience.
• Excellent organizational, interpersonal, and communication skills, both written and verbal
• Ability to work autonomously, effectively handle multiple tasks, prioritize deadlines appropriately, and remain flexible.
• General understanding of employee benefits industry.
• Proficient with Microsoft Office software, Teams meeting and Webex meeting tools.
• Self-motivated to learn more about the business and is proactive in personal development.
• 10% travel required. 
• High School Diploma or equivalent 

Preferred:

• Bachelor’s Degree.
• Experience with Disability products is a strong asset.
• Ability to balance client expectations with MetLife capabilities.
• Project management skills including problem-solving, attention to detail, analytical thinking, and decisiveness.