MetLife Group Operations has a keen focus on delivering exceptional customer service to our group benefit customers. The Account Management Consultant role is a key component of our service delivery model. The Account Management Consultant is the main point of contact for our brokers. In addition, the Account Management Consultant will provide key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external post-sale activities associated with the acquisition of new business and in maintaining existing customer relationships.
Key Responsibilities
- Directly aligned with a Senior Account Executive and maintain overall responsibility for the designated sales partner book of business.
- Facilitate weekly work team huddles and collaborate with dedicated internal partners to ensure customer deliverables are met.
- Acting as a liaison between customer, broker, and internal teams to initiate and execute action plans for customer resolution.
- Serve as the initial point of contact for assigned brokers with regard to service-related escalations and work internally to resolve.
- Lead resolution of complex or persistent situations where escalation or unique solutions are required.
- Request and analyze reports related to customer plan experience as well as broker commissions.
- Organize and attend various customer and broker-facing meetings either in person or virtually and develop marketing plans and presentation materials for such meetings as needed.
- Actively participate in finalist meetings for prospective customers and stewardship meetings for existing customers.
- Ensure proper licensing, appointment and commission paperwork is in good order for writing agents.
- Demonstrate strong customer-specific product knowledge and provide consultative assistance on issues related to customer benefit plans, while staying informed of specific customer activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.).
- Actively participate in the implementation process to ensure a smooth onboarding experience for new and existing customers.
- Track customer renewal statuses and margin position, negotiate rates, work with underwriting to request alternate plan designs as necessary, and notify internal partners of plan design changes to initiate the amendment process.
- Build and maintain long-term trusted relationships with customers to support retention and growth of the accounts.
- Mentor newly hired associates and assist with process training.
- Perform other duties as assigned or required.
Essential Business Experience and Technical Skills
Required:
- 5-7+ years of account management or similar experience.
- Ability to thrive in a fast-paced environment with competing priorities.
- Excellent presentation skills, oral and written communication skills with clients and internally.
- Highly motivated, agile, and able to operate effectively within a team and as an individual.
- Outstanding organization skills with extreme attention to detail.
- Strong focus on customer satisfaction and obtaining results.
- Proficient in PowerPoint and MS Excel.
- State Life, Accident and Health license or the ability to obtain within 90 days of date of hire.
- High School diploma.
Preferred:
- Group benefit experience and strong insurance product knowledge and underwriting skills.
- 5+ years related customer service experience.
- Direct customer-facing experience.
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 2024 "World's Most Admired Companies" as well as the 2024 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 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.
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