What are the responsibilities and job description for the Senior Client Services Consultant II position at MetLife, Inc?
Description and Requirements
Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.
The Sr. Client Services Consultant II is responsible for managing the end-to-end client experience for a portfolio of Jumbo-sized PEO, Payroll and Staffing (PPS) relationships, each ranging from 10,000 to more than 100,000 eligible members often generating over $25M in annual premium. This role serves as the primary contact for some of MetLife's largest and most complex clients, driving strategic partnership, service excellence, and operational effectiveness.
Guided by our purpose—always with you building a more confident future—you will influence client outcomes by delivering tailored solutions, leading high-impact initiatives, and navigating complex business challenges. This is an exciting opportunity to partner with senior client stakeholders, lead cross-functional efforts, and help shape long-term client strategies that support retention, growth, and satisfaction.
Location - Hybrid out of any MetLife office.
- Lead the overall client experience and strategic relationship management for a portfolio of Jumbo-sized PPS clients, serving as the primary point of contact for service delivery, issue resolution, and business initiatives.
- Manage complex client projects, audits, strategic planning activities, and executive-level presentations while coordinating efforts across internal and external stakeholders.
- Develop and recommend plan design alternatives, process improvements, and customized solutions that address client objectives and support business growth.
- Partner with internal MetLife teams to resolve complex operational and service issues, oversee contract and broker agreement activities, and ensure data accuracy and compliance within MetLife systems.
- Mentor and provide guidance to team members while maintaining expertise in MetLife products, industry trends, competitive offerings, and best practices.
- High School diploma and 10 years of experience in client services, account management, employee benefits, insurance, or a related field.
- Expert knowledge of group insurance products, services, and systems, with the ability to support large and highly complex client organizations.
- Advanced organizational and project management skills with the ability to manage multiple priorities, stakeholders, and deadlines simultaneously.
- Strong communication, presentation, and relationship management skills, including experience influencing internal and external stakeholders.
- Proven ability to solve complex problems, deliver exceptional customer service, and leverage AI-enabled tools to improve efficiency, insights, and client outcomes in a fast-paced environment.
- Bachelor's degree.
- Experience in client services, account management, employee benefits, insurance, or a related field, preferably supporting PEO relationships.
- Advanced analytical and problem-solving skills with the ability to identify risks, trends, and strategic solutions.
- Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, Adobe, and MS Project.
- Demonstrated leadership capabilities, including mentoring, training, and developing team members while fostering collaboration and operational excellence.
The expected salary range for this position is $100,000 - $120,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
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