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The Opportunity

MetLife is leading growth in Specialty Market relationships. We are looking for you to drive a consistent and extraordinary customer service experience for both new and existing customers as part of the Specialty Market Service & Operations Organization in Global Technology and Operations (GTO). In this role, you will partner closely with sales, underwriting and external relationships to execute on customer commitments. Specialty Market Service & Operations is a diverse team of implementation, client service and billing associates supporting the General Agent, Third Party Administrators, Professional Employer Organization (PEO), Association and Trust market space.

How You'll Help Us Build A More Confident Future

The Senior Group Account Management Consultant will provide cross-market support functions across both Small and Regional Markets through the Specialty Markets team. They will be responsible for the onboarding of Third-Party Administrator (TPA) relationships and the ongoing maintenance of complex TPA relationships and over their customer and broker block. They will partner with our SM and RM Sales and Service teams on escalated customer/broker issues.

Functional Responsibilities

* Lead on developing, executing and tracking a project plan for ongoing relationship management

* Problem solves on implementations and conference calls

* Accountable for the end-to-end account management experience of assigned relationship which can range from 100 to over 100,000 eligible members

* Research and define opportunities to improve profitability and retain customers

* Respond to customer needs proactively

* Develop strong expert relationships with brokers/consultants and third-party entities

* Provide management with clear updates on issues and potential escalations

* Monitor pricing/product mix opportunities and organize marketing plans to grow current membership or cross-sell other products.

* Understand benefit offerings to group insurance accounts to provide enrollment material and client communications

* Primary contact to provide excellent post-sale high level customer service and solve escalated issues

* Manage a complex multi-million dollar block of multiple TPAs and their General Agent/Brokers/Customers

* Coordinate rate proposals with underwriting and sales

* Attend client and industry events to represent MetLife

* Flexible schedule, and able to work as needed outside of standard business hours

* Maintain up-to-date client databases, business plans and legal requirements

* Partner with sales, marketing, underwriting, billing, eligibility, claims and customer service teams

* Expert in consultative support both internally and externally

What You Need to Succeed

Required qualifications:

* 3-5+ years of sales and/or clients service experience in the insurance industry

* Understanding of employee benefits (worksite and voluntary)

* Strong interpersonal skills, as well as excellent written and verbal communication skills

* Ability to present and speak in front of large audiences

* Account management, project planning and problem-solving experience

* Must be self-motivated, and work well independently and as part of a team

* Strong organizational and project management skills, with the ability to prioritize numerous responsibilities at once

* Ability to consistently meet tight deadlines and work under pressure

* Strong computer skills (Word, Excel, PowerPoint, Adobe, MS Project)

* High School Diploma/GED

Preferred qualifications:

* Bachelor’s Degree

* 8+ years of Account Management and/or customer service experience in the insurance industry

* Prior expertise in the Third-Party Administrators (TPA) space and/or insurance industry (sales, underwriting, carrier operations)

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to make a difference in the lives of our customers.

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.