Account Management Consultant

Role Value Proposition

MetLife Group Operations has a keen focus on delivering exceptional customer service to our group benefit customers. The Account Management Consultant role is a key component of our service delivery model. The Account Management Consultant is the main point of contact for our brokers. In addition, the Account Management Consultant will provide key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external post-sale activities associated with the acquisition of new business and in maintaining existing customer relationships.

Key Responsibilities

· Directly aligned with an Account Executive and maintain overall responsibility for the designated sales partner book of business

· Facilitate weekly work team huddles and collaborate with dedicated internal partners to ensure customer deliverables are met

· Acting as a liaison between customer, broker, and internal teams to initiate and execute action plans for customer resolution

· Serve as the initial point of contact for assigned brokers with regard to service-related escalations and work internally to resolve

· Lead resolution of complex or persistent situations where escalation or unique solutions are required

· Request and analyze reports related to customer plan experience as well as broker commissions

· Organize and attend various customer and broker-facing meetings either in person or virtually and develop marketing plans and presentation materials for such meetings as needed

· Actively participate in finalist meetings for prospective customers and stewardship meetings for existing customers

· Ensure proper licensing, appointment and commission paperwork is in good order for writing agents

· Demonstrate strong customer-specific product knowledge and provide consultative assistance on issues related to customer benefit plans, while staying informed of specific customer activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.)

· Actively participate in the implementation process to ensure a smooth onboarding experience for new and existing customers

· Track customer renewal statuses and margin position, negotiate rates, work with underwriting to request alternate plan designs as necessary, and notify internal partners of plan design changes to initiate the amendment process

· Build and maintain long-term trusted relationships with customers to support retention and growth of the accounts

· Mentor newly hired associates and assist with process training

· Perform other duties as assigned or required

Essential Business Experience and Technical Skills

Required Attributes:

· 5-7 years of account management experience, direct customer-facing experience preferred

· Tenacious problem solver

· Ability to thrive in a fast pace environment with competing priorities

· Excellent presentation skills, oral and written communication skills with clients and internally

· Highly motivated, agile, and able to operate effectively within a team

· Strong insurance product knowledge and underwriting skills

· Outstanding organization skills with extreme attention to detail