Job Information
MetLife Senior Client Services Consultant in Bridgewater, New Jersey
Role Value Proposition:
The Senior Client Services Consultant provides administrative and customer service to very large group 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, 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 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 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
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.