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Client Services Liaison

Date Posted: Jan 12, 2022

Location: Remote, US, 0 New York, NY, US, 10166 Oriskany, NY, US, 13424 Bloomfield, CT, US, 6002 Tampa, FL, US, 33647 Bridgewater, NJ, US, 8807

Company: MetLife

Role Value Proposition: 

The Client Service Liaison - will provide administrative support and customer service to a Large Professional Employer Organization (PEO), HR Business Partners of the PEO, clients, and their employees for MetLife benefits programs.  The candidate will be engaged in the operational aspects of the MetLife administered PEO benefits programs and will have responsibility for day to day customer service activities.  In addition, this role requires coordination with the MetLife Account Team who will manage the overall customer relationship and satisfaction.

This Individual will be available to the Large Professional Employer Organization (PEO), HRBPs, clients, and their employees for the duration of the Life & Disability contract with MetLife, and will also work on any current Voluntary benefits or future benefit programs offered by MetLife.

The candidate may be in attendance at Stewardship Meetings held at minimum twice per year, as well as any in person meetings as requested.


Key Responsibilities

Primary Functional Responsibilities

  • Assist MetLife’s Account Team for the Large Professional Employer Organization (PEO) in the day-to-day administration of benefit programs acting as a liaison between the PEO and internal MetLife teams.
  • Fully execute on claims submission process by obtaining necessary information on behalf of the PEO and their clients.
  • Work with claimants, HR Business Partners, PEO Staff and other parties as needed, to verify eligibility, answer inquiries, follow-up to obtain and submit missing information to expedite claims processing.
  • Assist MetLife’s Account Team in providing exceptional customer service via ongoing account administration to ensure complete PEO, HRBP, client, and employee satisfaction.
  • Support MetLife’s Account Team on resolution of escalations and interact with Carrier Relations, HRBPs, clients, their employees and MetLife partners through resolution.
  • Holds advanced knowledge of MetLife’s group products, services and systems and ability to strategically analyze the interaction of these products, services and systems.


Secondary Functional Responsibilities

  • Participate in discussions with MetLife Account Team on complex policy/certificate issues with the PEO, HRBPs, clients and their employees.
  • Assists MetLife’s Account Team in coordinating meetings, in person or via conference call, assisting with materials, agendas and presentations.
  • Assist MetLife’s Account Team in establishing specific processes and reports, including assisting to create process manuals and inputs.
  • Collaborate with MetLife Account Team on benefit communications and trainings to ensure process effectiveness for the PEO’s benefit programs offered by MetLife.
  • Participate in account audits where appropriate, and partners with financial team in completion of reports.
  • Collaborate and act as a liaison with any Third Party Administrators to assist with problem resolution and trouble-shooting


Essential Business Experience and Technical Skills:


  • Excellent Presentation Skills, including the ability to create presentation material using PowerPoint software.
  • Extensive experience managing complex accounts and relationships.
  • Excellent organizational, interpersonal, and communication skills, both written and verbal.
  • Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible.
  • Strong project management skills including problem solving, attention to detail, analytical thinking and decisiveness.
  • Ability to balance client expectations with MetLife capabilities and understand the impact both administratively and financially.
  • Ability to maintain confidentiality and develop the trust and confidence of external partners.
  • Demonstrates MetLife values and core competencies.
  • General understanding of U.S. economy and employee benefits industry.
  • Proficient with Microsoft Office software including advanced Excel and Access skills.
  • Ability to travel for client meetings as necessary.


  • Typically has a BS/BA degree and 5-8 years of experience in client services and/or disability administration.
  • Experience working with Professional Employer Organization (PEO) groups.
  • Firm knowledge of group products and services and ability to apply analytical skills to the interaction of such products.



Up to 10%


Business Category

US Business


Number of Openings


"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, 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.

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