Service Academy Trainee - June 2024 Start

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Date Posted: Sep 13, 2023

Location(s): Aurora, IL, US, 60504

Company: MetLife

JOB LOCATIONS: Aurora, IL and Tampa, FL (Hybrid – 2 days in office; days are determined by the business)


JOB DETAILS: Full-time, salaried position. The Service Academy Program is open to recent college graduates with limited work experience in related field. Positions are available in the 2 largest Service Hubs at Metlife: Aurora, IL and Tampa, FL.


Role Value Proposition

The Service Academy Program is open to recent college graduates with limited work experience in a related field. As a Service Trainee, you will complete a 4-month training program which includes a combination of structured classroom and on-the-job learning with a focus on building an understanding of the employee benefits industry, MetLife’s group benefits, operating systems, and customer success management. The program is designed to help transition college undergraduates into a full-time Client Service Consultant providing customer-centric solutions to MetLife group insurance customers. You will partner with the full account team to manage customer relationships and satisfaction.

An academy trainee’s journey is comprised of personalized training based on career track, ample networking opportunities, professional development sessions, and social philanthropic activities.

The combination of relevant training/meaningful work/skilled coaching & mentoring, along with a supportive MetLife work culture that aligns to the needs of the business, provides a strong initial framework designed to drive early-in-career success.


Key Responsibilities:

  • Complete and participate in all required MetLife learning and training – including successful completion of the Service Academy Program
  • Work effectively with a seasoned service professional who serves as a mentor in educating the trainee to the various products, platforms and services offered by MetLife. This will involve meetings with the mentor and his/her customers
  • Develop an understanding of MetLife’s Group Benefits products, services, and system platforms
  • Build upon service competencies – including communication, customer service, project management and relationship-building skills
  • Reinforce the service team by learning MetLife’s systems and processes in order to support an assigned block of customers – includes partnering with internal partners and external customers to deliver on customer needs, assisting with problem solving through a consultative approach, and executing on the end-to-end customer experience
  • Participate in client audits and strategic planning process
  • Generate reports to track/report activities, identify trends, progress, and strategies
  • Perform other related duties as assigned or required


Essential Business Experience and Technical Skills:

  • Relationship-building skills, ability to quickly develop rapport, earn trust and put our customers at the center of all we do.
  • Excellent interpersonal skills, customer service skills, verbal and written communication skills, presentation skills, sound business judgment, computer skills, ability to lead and influence.
  • Ability to learn new applications, systems, and processes quickly in order to accurately and timely execute on customer requests.
  • Strong project management skills including problem solving, time management, attention to detail, analytical thinking, and decisiveness.
  • Proficiency with Microsoft Office Products, i.e., Excel, PowerPoint, Word, and OneNote.
  • Ability to work autonomously and manage time efficiently in order to meet client deadlines.
  • Self-motivated to learn more about the business and is proactive in personal and professional development.
  • Possesses a positive outlook and can contribute to a maintaining a positive and productive working environment.
  • Displays adaptability and resiliency, and has a willingness to grow in Service Organization
  • 0-3 years of customer-service or account management experience
  • Bachelor’s degree preferred or equivalent experience



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.


Nearest Major Market: Aurora
Nearest Secondary Market: Chicago