Client Services Consultant II

The Client Services Consultant II role offers administrative and consultative support along with exceptional customer service to National Accounts group insurance clients. The Client Services Consultant II also partners strategically with the account team, Account Executives and other internal partners to manage the overall customer relationships.  

Key Roles and Responsibilities include the following:  

·       Functions as the primary point of contact for clients regarding administrative inquiries. This role also acts as a liaison between the client and internal MetLife teams, delivers consultative solutions, advocates on behalf of customers, ensures prompt resolution of client concerns, leads customer-related projects, and maintains comprehensive knowledge of each client's plan design. The Client Services Consultant must deliver outstanding service and ensure client satisfaction.

·       Leads and participates in both external customer and internal-facing presentations and meetings. 

·       Establishes comprehensive procedures and reports, reviews contractual documents and plan certificates, and ensures precise data entry into MetLife systems.

·       Participates in and prepares for annual stewardship meetings, finalist meetings and other strategic planning meetings required with clients and brokers.

·       Participates in client onsite and virtual benefit fairs, vendor summits, and wellness events as required. 

·       Serves as a liaison and collaborates with internal partners to facilitate effective problem resolution and troubleshooting.

·       Assists with client requested audits.

·       Works with the Financial team to complete client reports, analyze results, and identify trends.

·       Works closely with Underwriting, Contracts, and Plan Master to promptly process all plan design changes specific to each client.

·       In coordination with the Implementation team, this role oversees and coordinates implementation of new benefit coverages, as well as the integration of additional MetLife products for each client.

·       Maintains awareness and knowledge of MetLife’s and competitors’ products and trends.

·       Perform other related duties as assigned or required.

Essential Business Experience and Technical Skills:

Required:

·       1-2 years of relevant experience.

·       Possesses comprehensive knowledge of both core and voluntary Group Benefits products, including Dental, Life, Disability, Vision, Pet, Auto & Home, Accident and Health, Critical Illness, and Hospital Indemnity coverage.

·       Skilled in using Microsoft Office Suite, including Word, Excel, and PowerPoint.

·       Strong organizational, interpersonal, and written and verbal communication skills.

·       Proficient with Teams, Zoom, Webex, Google Meet, and other meeting platforms.

·       Excellent project management abilities, such as effective problem-solving, keen attention to detail, strong analytical thinking, and clear decision-making.  

·       Skilled at aligning client expectations with what MetLife can deliver.

·       Demonstrates initiative in acquiring business knowledge and actively pursues opportunities for personal growth and development.

·       High School diploma required; BS/BA preferred. 

·       10% travel is required with the role.