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Associate Manager - Client Services

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Date Posted: Oct 31, 2022

Location(s): Tampa, Florida, US, 0

Company: MetLife

Job Location: United States : Florida : Tampa

Alternate Job Location: United States : Florida : Tampa || United States : Georgia : Atlanta || United States : Illinois : Aurora || United States : New Jersey : Bridgewater || United States : New York : New York || United States : North Carolina : Cary

Work Arrangement: Virtual

 

Role Value Proposition

Manage, retain, and grow larger Superior Vision Small Commercial account business to achieve team and corporate goals through the development of strong multi-layered client relationships. Continuously and effectively demonstrate Versant Health value proposition. Serve as point of contact and SME to internal business partners to determine needs and deliverables to support implementations, renewals, and retention. Exhibit strong customer service focus to both our internal and external customers.

Key Responsibilities

  • Supervision of the Senior Client Manager and Client Manager teams to include selection, training and development, coaching, counseling, and performance management
  • Provide strategic leadership and solution-based support to expand and maintain business relationships with existing large, mid-market complex accounts encompassing $25,000,000 to $50,000,000 in revenue
  • Demonstrates individual ownership and accountability in the development of client, consultant and broker relationships for client retention, client satisfaction and achievement of corporate strategic goals relative to book of business
  • Lead and coordinate implementation process with internal business partners for successful implementation of renewals and new sales. This will include confirmation of benefits, rates, contract duration and network selection
  • Partner with Implementation Coordinators to determine client operational requirements including enrollment process, eligibility transfers, billing, claims processing, customer service, performance commitments and reporting.
  • Determine client communication needs and expectations (i.e. pre/post enrollment materials, benefit/health fairs, staff training, etc.) including periodic meeting schedules to ensure optimal plan performance. Keep Management informed of status through implementation process reporting
  • Lead collaboration on renewals with solution-based recommendations for benefit changes and pricing with underwriting. Partner with underwriting for development of appropriate rates
  • Lead with solution-based recommendations to ensure timely contract execution
  • Reach out to multiple levels of management, while tailoring the message accordingly for successful strategic client discussion to influence desired outcomes
  • Gain understanding of client’s multifaceted needs and recommend appropriate products and benefits, and help design accordingly
  • Partner with Management to cultivate existing client, consultant, and producer relationships to create new business opportunities for Sales and/or Client Management
  • Actively support and participate in client meetings to add relative insight and expertise necessary to solve customer issues and/or plan to proactively meet and exceed client expectations, strong client loyalty and comprehension of Versant Health value proposition
  • Review and confirm that clients receive all requested reports, satisfaction results, and performance guarantees within the timeframe requested
  • Make recommendations and independent decisions (as appropriate) to address escalated client issues and opportunities.
  • Notify team leader of potential growth opportunities as well as escalated client concerns, continued negative feedback or ‘red flags’ within assigned book of business
  • Understand applicable internal systems and processes and their downstream impacts so as to appropriately direct client requests and set client expectations
  • Respond timely to inquiries from internal business partners
  • Inform Senior Management of market and client trends that affect the personal and team’s book of business and develop strategies to address trends
  • Communicate effectively, consistently, and frequently with assigned client base
  • Continuously work to improve customer loyalty
  • Meet all assigned revenue, client retention and profitability goals
  • Maintain relevant industry knowledge and current events to facilitate a trusted advisor relationship with client and consultants


Essential Business Experience and Technical Skills

Required:

  • Prior experience selecting, training and development, coaching, counseling, and performance management of a team
  • Knowledge and experience in the insurance, health, or vision care industry
  • Prior Account Management or Customer Service experience desirable
  • Strong computer knowledge/skills, MS Office and the ability to work across a variety of systems and email platforms
  • Highly organized and detail oriented

 

Preferred:

  • Five (5) plus years of related experience
  • Bachelor's degree in related field or equivalent combination of experience and education
  • Life/health insurance license required (or obtained within 6 months of hire)


Travel

25%


Business Category

US Business


Number of Openings

1

 


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 making a difference in the lives of our customers.


MetLife:


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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”      


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.


The wage range for applicants for this position is $71,700 - $109,900. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.


We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.


MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.


MetLife maintains a drug-free workplace.