MetLife

Role Value Proposition

Account Managers are a key role in the Regional Business service delivery model. The role is a single point of contact for Brokers and provides key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external pre- and post-sale activities associated with the acquisition of new business and in maintaining existing customer relationships.

Key Responsibilities

• Directly aligned to assigned distributions’ book of business for 2-5K lives
• Accountable for building and maintaining strong relationships with broker account teams and clients as needed to ensure satisfaction and loyalty
• Facilitate weekly calls with internal partners who share common broker/customer relationships to ensure deliverables are met
• Serve as the single point of contact with overall accountability for broker service-related customer inquiries and escalations, and work with internal partners to meet expectations and resolve all concerns including but not limited to experience reports and broker commissions.
• Accountable for identifying opportunities to cross sell additional products and re-enrollment opportunities to increase participation/revenue, in collaboration with Account Executive, and Underwriting.
• Accountable for leading and coordinating customer and broker facing meetings either in person or virtually including stewardship and renewals in partnership with Account Executive and Client Service Consultant.
• Track the performance of the services provided, analyze results and provide insights and recommendation for improvement.  Present results, along with other members of the MetLife account team, at Broker Stewardship.
• Actively participate in finalist meetings for prospective customers and implementation meetings, as needed
• Demonstrate strong customer-specific product knowledge and provide consultative assistance regarding potential plan changes to customer benefit plans, while staying informed of specific customer activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.) 
• Responsible for book of business renewal oversight and persistency and profitability outcomes, in coordination with Account Executive and Underwriter.
• Develop and execute targeted marketing and education campaigns showcasing expertise, demonstrating value, and keeping clients engaged.
• Maintain accurate customer information, references, and account plans in salesforce.com, in collaboration with Client Service Consultant.
• Ensure timely submission and validation of Broker of Record (BOR) changes.
• Additionally, ensure all compliance requirements are met.

Essential Business Experience and Technical Skills

Required:

• 3+ years related experience, such as account management or customer service working in a fast paced, complex environment
• Strong group benefits product knowledge and possess knowledge of plan designs, benefit features and how claims are paid.
• Proactive customer focused mindset with strong focus on customer satisfaction and obtaining results
• Proven ability in building relationships both internally and externally with people at all levels of the organization
• Ability to analyze data to influence and execute on renewal decisions
• Excellent presentation skills and oral and written communication skills, with the ability to lead team meetings
• Attention to detail, critical thinking, and problem-solving skills to deliver client focused solutions
• Strong commitment to meeting metrics 
• Proficient experience using Salesforce and proficient computer navigation skills and ability to work in multiple systems simultaneously (Microsoft suite, different company platforms)
• High School diploma
• Must already hold or be able to obtain State Life, Accident and Health license within 90 days of date of hire
• Regular travel in local market (10% - 20%)

Preferred:

• Bachelor’s degree in related field
• 5+ years related account management or customer service experience in the insurance industry
• Strong understanding of industry marketplace and legal developments
• Strong focus on customer satisfaction and obtaining results