Health Savings & Spending Accounts (HSA/FSA) Customer Success Service Delivery Consultant

Description and Requirements
Role Value Proposition:
The HS&SA Customer Success Service Delivery Consultant is responsible for supporting service delivery for MetLife's HSA, FSA, HRA, Commuter Benefit, and COBRA products. This role will provide internal and external product, process, and service support to MetLife account management teams, customers and brokers. The Customer Success Consultant will work on the satisfaction of our employer group customers and will work in close partnership with MetLife's Service, Center of Excellence (COE), and external Vendor teams.
Key Responsibilities:

• Provide day-to-day service support to internal MetLife service teams and external employer group customers. Includes attending customer calls, providing recommendations and oversight of plan operations, plan renewals, reporting, and helping resolve issues with customer specific processes.
• Create strong working partnership with vendor to support internal teams and customers and track open issues to ensure timely execution of customer requests
• Run HS&SA reporting including file data review, identity verification review, and contribution reconciliation. Proactively monitor file performance to avoid employer escalations with reconciling funding and eligibility reporting.
• Consult with the Service Team and customers on process improvements that will improve administration and overall customer satisfaction.
• Create annual stewardship reporting, as well as attend the stewardship meeting when requested to present reporting to the customer in a consultative fashion.
• Track open customer escalations, provide status reports to management, and outline improvements and efficiencies in business processes to minimize customer turnaround times and meet outlined SLAs.
• Track root cause of issues and trends and proactively collaborate with internal partners to rectify broader service and operational issues to enhance the service satisfaction of customers.
• Thoroughly investigate and respond promptly to elevated escalations funneled through various teams.
• Assist in the development of materials and implementation of training that will help improve service and operational processes to meet and enhance the service satisfaction of customers.

Essential Business Experience and Technical Skills :
Required:

• High school degree or equivalent required.
• 5+ years experience with Health Savings & Spending Accounts in Product, Client Service or Operations background.

• Effective communication, organizational, problem solving, and analytical skills.
• Excellent time management & work prioritization skills.
• Ability to work independently and drive results partnering with cross-functional teams in a matrixed organization.
• Well-developed relationship building skills both internally & externally.
• Proficient with Microsoft office software.

Preferred:

• Bachelor's Degree

The expected salary range for this position is $85,000 - $95,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$85,000 - $95,000