Senior Client Services Consultant - Regional Markets

Pay Competitive

Employment type:

Full-Time

• Req#: 131036

Job Location: United States :
Illinois :
Aurora

Alternate

Job Location:

United States :
Illinois :
Aurora || United States :
Connecticut :
Bloomfield || United States :
Florida :
Tampa

Work Arrangement: Hybrid

Role Value Proposition:

The Senior Client Services Consultant provides administrative and customer service to very large group insurance clients. You will work with the account team to manage customer relationships and satisfaction with overall accountability for the day-to-day administration of multiple Regional Market Account clients with higher premiums.

Key Responsibilities:

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

• Receiving, analyzing, researching, and responding to client requests and leading projects
• Crafting and providing clients with alternative solutions to requests and identifying potential plan design alternatives
• Acting as the liaison between the client and internal Met Life teams by identifying the Met Life team that can best assist the client
• Working with clients’ Third-Party Administrators to facilitate problem resolution, trouble shooting, and implementation
• 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. Coordinating, planning, and facilitating client meetings, both in-person and via conference call. Drafting and preparing materials, agendas, and presentations for client meetings
• Leading client account audits and strategic planning processes for client accounts
• Partnering with Met Life’s Financial team in completion of client reports. Acting as project leader for the implementation of new clients and addition of Met Life product lines to existing clients. Leading customer implementation meetings and identifying and working with appropriate Met Life departments to ensure that Met Life meets key deliverables
• Leading initial strategy meetings, establishing specific processes and reports, reviewing contract documents, completing broker agreements, creating process manuals, and inputs and ensuring accurate installation of data in Met Life systems
• Analyzing complex multi-line plans to ensure that Met Life delivers on its contractual agreements with clients
• Identifying policies that fall outside of Met Life’s standard products and devising potential solutions to meet individual customer needs
• Identifying clients with billing and financial issues and determining the appropriate response based on account history, familiarity with client, and other subjective standards
• Serving as a key internal resource to Met Life departments and acting as a subject matter expert to client. Partnering with Proposal Unit to conduct research and respond to client RFP questionnaires
• Analyzing the detailed components and provisions in legal agreements between Met Life 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 Regional Market initiatives and to enhance Met Life’s general operational effectiveness
• Obtaining deep comprehension of Met Life competitors’ products, pricing, industry trends, and legal developments impacting business through independent research and market analysis. Applying that knowledge to improve client service and identify areas of growth. Understanding Met Life’s full range of group products, services, and systems. Applying that knowledge and using analytical skills to identify the interaction of these products, services, and systems to increase customer service and internal efficiency

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…