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Role Value Proposition:

The HS&SA Customer Success Service Delivery Consultant is responsible for supporting service delivery for MetLife’s HSA, FSA, HRA, Commuter Benefit, and COBRA products. This role will provide internal and external product, process, and service support to MetLife account management teams, customers and brokers. The Customer Success Consultant will work on the satisfaction of our employer group customers and will work in close partnership with MetLife’s Service, Center of Excellence (COE), and external Vendor teams.

Key Responsibilities:

* Provide day-to-day service support to internal MetLife service teams and external employer group customers. Includes attending customer calls, providing recommendations and oversight of plan operations, plan renewals, reporting, and helping resolve issues with customer specific processes.

* Create strong working partnership with vendor to support internal teams and customers and track open issues to ensure timely execution of customer requests

* Run HS&SA reporting including file data review, identity verification review, and contribution reconciliation. Proactively monitor file performance to avoid employer escalations with reconciling funding and eligibility reporting.

* Consult with the Service Team and customers on process improvements that will improve administration and overall customer satisfaction.

* Create annual stewardship reporting, as well as attend the stewardship meeting when requested to present reporting to the customer in a consultative fashion.

* Track open customer escalations, provide status reports to management, and outline improvements and efficiencies in business processes to minimize customer turnaround times and meet outlined SLAs.

* Track root cause of issues and trends and proactively collaborate with internal partners to rectify broader service and operational issues to enhance the service satisfaction of customers.

* Thoroughly investigate and respond promptly to elevated escalations funneled through various teams.

* Assist in the development of materials and implementation of training that will help improve service and operational processes to meet and enhance the service satisfaction of customers.

Essential Business Experience and Technical Skills:

Required:

* High school degree or equivalent required.

* 5+ years experience with Health Savings & Spending Accounts in Product, Client Service or Operations background.

* Effective communication, organizational, problem solving, and analytical skills.

* Excellent time management & work prioritization skills.

* Ability to work independently and drive results partnering with cross-functional teams in a matrixed organization.

* Well-developed relationship building skills both internally & externally.

* Proficient with Microsoft office software.

Preferred:

* Bachelor’s Degree

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at [email protected]. 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.