Client Services Manager
2 months ago
Role Value Proposition:
Overall accountability for the day-to-day management and administration of the Implementation and Service associates who facilitate the Disability Income Gap Insurance (DIGI) supplemental disability offerings for multiple large customer relationships including National Accounts clients. Responds to leadership, team and customer requests professionally and in a timely manner, leads initiatives to streamline processes and make it easier for both brokers/customers and associates, quickly identifies and provides clients with alternative solutions to requests, acts as a partner/liaison between the implementation and service associates and internal MetLife teams to assist with problem analysis and resolution while building and maintaining a cohesive, collaborative working relationship that supports the long term growth and retention of the business, leading to associate and customer satisfaction .
Key Responsibilities:
- Assists and guides associates during the customer renewal process, enrollment of new hires, timely processing of increases and coordination of enrollment strategies with key internal partners in an effort to meet and exceed participation results.
- Serves as a point of escalation and key resource or subject matter expert for various customer units, Regional Markets and National Accounts and leadership overall.
- Assists in ongoing RFP deliverables and finalist presentations - in person or via conference call, is engaged and interactive in leadership meetings as well as regularly scheduled team/customer meetings as needed.
- Understands the detailed components and provisions in legal agreements as well as licensing and appointment requirements between MetLife and the producers to ensure all compliance standards are consistently met.
- Leads cross-functional project teams designed to support key initiatives or to enhance operational effectiveness. Comprehends competitors' products, industry trends and legal developments impacting business.
- Firm knowledge of MetLife's group products, services, systems, and ability to apply analytical skills to the interaction of these products, services and systems.
Required:
- 5+ years of relevant work experience specific to group benefits with increased focus on the Disability Income Gap Insurance (DIGI) product
- Excellent organizational, interpersonal, and communication skills, both written and verbal.
- Can work autonomously; effectively handles multiple tasks and prioritizes deadlines appropriately.
- Strong leadership and project management skills.
- General understanding of employee benefits industry with focus on individual disability as a supplement to the group's LTD plan.
- Proficient with Microsoft Office software, advanced skills in Excel including ability to write/understand formulas and v-lookups required.
- Self-motivated to learn more about the business and is proactive in motivating and empowering associate's individual performance and career path development to retain talent.
- General understanding of employee benefits industry with focus on individual disability as a supplement to the group's LTD plan.
- Firm knowledge of group products, services, systems, and ability to apply analytical skills to the interaction of these products, services and systems.
- BS/BA degree
- Extensive experience managing a team that supports complex client accounts and relationships.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more
About MetLife
Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [redacted]. 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.
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