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Service Consultant II

Date Posted: Sep 27, 2021

Location: Bridgewater, NJ, US, 8807

Company: MetLife

                        

Director and Below  Job Description Template

 

Job Location: United States : New Jersey : Bridgewater  Alternate Job Location : Bloomfield || Not Applicable : Not Applicable || United States : Connecticut : Bloomfield || United States : Connecticut : Colchester || United States : Connecticut : Danbury || United States : Connecticut : Darien || United States : Connecticut : Fairfield || United States : Connecticut : Farmington || United States : Connecticut : Glastonbury || United States : Connecticut : Greenwich || United States : Connecticut : Guilford || United States : Connecticut : Hartford || United States : Connecticut : Manchester || United States : Connecticut : New Haven || United States : Connecticut : New London || United States : Connecticut : New Milford || United States : Connecticut : Newington || United States : Connecticut : Newtown || United States : Connecticut : Norwalk || United States : Connecticut : Rocky Hill || United States : Connecticut : Rockyhill || United States : Connecticut : Shelton || United States : Connecticut : South Windsor || United States : Connecticut : Stafford Springs || United States : Connecticut : Stamford || United States : Connecticut : Vernon || United States : Connecticut : Waterbury || United States : Connecticut : Waterford || United States : Connecticut : West Hartford || United States : Connecticut : Westport  

 

Role Value Proposition: 

The Accident and Health Service Consultant team is responsible for providing internal advanced product, process and operational support and exceptional service to group customers in partnership with MetLife’s Sales, Service and Claimant Delivery teams.

 

  Key Responsibilities: 

  • Delivers advanced levels of consultative support for the A&H product suite in partnership with the Sales, Service and Claimant Delivery teams.
  • Provides oversight of plan design, case structure, customer specific processes and contract language provisions, with a focus on complex implementations.
  • Accountable for large, complex customers with multiple group products, complex file feeds, customer specific processes and unique plan designs. This position will be supporting National Account customers.
  • Thoroughly investigate and responds promptly to elevated escalations funneled through the Sales, Service and Claimant Delivery teams.
  • Consults with the Sales and Service teams prior to customer meetings to review service and operational concerns.  Provide analysis and opportunities to rectify service issues to improve overall customer satisfaction.
  • Participates in customer and broker meetings, as needed, in partnership with the Sales and Service teams to assist in rectifying escalated service and operational issues.
  • Performs root cause analysis, identify trends and proactively works with internal partners to rectify broader service and operational issues to enhance the service satisfaction of our customers.
  • Assists in the development, implementation and training of improved service and operational processes in order to meet and enhance the service satisfaction of our customers.
  • Perform other related duties as assigned or required

 

Essential Business Experience and Technical Skills:

 

Required:

  • High School Degree or Equivalent Required
  • 3-5 years Group Insurance Product Experience including knowledge of other Employee Benefit Programs (e.g. medical and disability plans)
  • Excellent organizational, interpersonal, and communication skills, both written and verbal.
  • Strong analytical stills including problem solving, and attention to detail 
  • Ability to work independently.
  • Effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible.
  • Well-developed relationship building skills both internally and externally
  • Proficient with Microsoft office software

Preferred:

  • Bachelor’s Degree preferred
  • Strong knowledge of Accident & Health Products
  • Intermediate knowledge of Excel

 

 

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.”