Description and Requirements
Role Value Proposition:
The Senior Client Services Consultant provides administrative and customer service to very large group of insurance clients within National Accounts (5,000+ lives). You will work with internal and external resources to manage customer relationships and satisfaction with overall accountability for the day-to-day administration of multiple National Account clients.
Key Responsibilities:

• Overall accountability for the day-to-day administration of multiple or complex clients, including:
• Acting as primary client contact and providing exceptional customer service through ongoing customer delivery and client satisfaction by promptly and accurately addressing client's questions or issues.
• Acting as the liaison between the client and internal MetLife teams by identifying the MetLife team that can best assist the client.
• Coordinating, planning, and facilitating client meetings, both in-person and via conference call including, but not limited to, drafting and preparing materials, agendas, and presentations.
• Leads initial strategy meetings, establishes specific processes and reports, reviews contract documents, completes broker agreements, creates process manuals, and inputs and ensures accurate installation of data in MetLife systems.
• Receiving, analyzing, researching, and responding to client requests and leading projects
• Identifying policies that fall outside of MetLife's standard products and devising potential solutions to meet individual customer needs.
• Crafting and providing clients with alternative solutions to requests and identifying potential plan design alternatives
• Partnering with MetLife's Financial team in completion of client reports
• Partnering with Proposal Unit to conduct research and respond to client RFP questionnaires.
• Acting as project leader for the implementation of new clients and addition of MetLife product lines to existing clients, including leading customer implementation meetings, and identifying and working with appropriate MetLife departments to ensure that MetLife meets key deliverables.
• Analyzing complex multi-line plans to ensure that MetLife delivers on its contractual agreements with clients.
• Identifying clients with billing and financial issues and determining the appropriate response based on account history, familiarity with client, and other subjective standards.
• Analyzing the detailed components and provisions in legal agreements between MetLife and the client and identifying and assisting in the facilitation of the execution of contracts to ensure legal and contractual compliance.
• Leading cross-functional project teams designed to identify innovative ways to support key National Account initiatives and to enhance MetLife's general operational effectiveness.

Essential Business Experience and Technical Skills:
Required:

• 7+ years of account management, customer service, and project management experience within the insurance industry.
• Extensive experience managing complex client accounts and relationships.
• Ability to analyze complex client accounts and drive timely solutions to customer issues.
• Ability to answer a wide range of client questions on-the-spot and provide potential solutions while balancing client expectations with MetLife capabilities.
• Firm knowledge of group products, services, and systems and ability to apply analytical skills to the interaction of these products, services, and systems.
• General understanding of the U.S. economy and employee benefits industry.
• Self-motivated to learn more about the business and is proactive in personal development.
• Excellent organizational, interpersonal, and communication skills, both written and verbal.
• Proficient with Microsoft Office software, especially Microsoft PowerPoint, Word, and Excel

Preferred:

• Bachelor's degree
• Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately, and remain flexible.
• Project management skills including problem-solving, attention to detail, analytical thinking and decisiveness.

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.
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 2023 "World's Most Admired Companies" as well as the 2023 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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
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.
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