Senior Client Services Consultant

Role Value Proposition:

The Senior Client Services Consultant provides administrative and customer service to the Professional Employer Organization (PEO). You will work with internal and external resources to manage the customer relationship and satisfaction with overall accountability for the day-to-day administration. This role will be part of an existing Account Management team, currently including three other Client Services Consultants and nine additional supporting team members. In this role, you will be required to attend Stewardship Meetings held at a minimum of twice per year, as well as any in-person meetings as requested.

This individual will be available to the PEO, Human Resource Business Partners, clients and their employees for the duration of the Life & Disability contract with MetLife and is available to work on any current or future benefit programs offered by MetLife.

Key Responsibilities:

Overall accountability for the day-to-day administration of multiple or complex clients, including:

• Acting as 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
• Advanced knowledge of MetLife’s group products and services and ability to strategically analyze the interaction of these products and services
• 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
• Excellent Presentation Skills, including the ability to create presentation material using PowerPoint software
• Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible
• Strong project management skills including problem solving, attention to detail, analytical thinking and decisiveness
• Ability to maintain confidentiality and develop the trust and confidence of external partners
• Demonstrates the PEO and MetLife values and core competencies
• Ability to travel for client meetings as necessary

Preferred:

• Bachelor’s degree
• Advanced knowledge of MetLife’s systems and ability to strategically analyze the interaction of MetLife’s products, services and systems
• Experience working with Professional Employer Organization (PEO) groups.