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Customer Success Specialist

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Date Posted: Jun 15, 2022

Location(s): New York, NY, US, 10166 Remote, US, 0

Company: MetLife

Location: New York, NY

Alternate Location: Remote, USA (work from home)

 

Role Value Proposition: 

Responsible for supporting the onboarding and ongoing support of group employers promoting the Upwise Financial Wellness app to their employees.  This will include the implementation of Upwise, issues management and resolution, process management and improvement and reporting and analysis.  In addition, this individual will provide excellent customer service to users of the Upwise app including explaining features and functionality, escalating technical issues and answering general questions. This individual will be responsible for anticipating and understanding the needs of customers, both group employers and employees in order to provide recommendations for process improvement and overall app experience.

    

Key Responsibilities:  

  • Partner with sales, service and operations teams in onboarding Upwise for new group employers including setting up the Upwise Control Tower and supporting communications discussions and providing communication materials for groups to communicate Upwise
  • Follow up with internal partners to ensure onboarding and communications activities are on track for group employers
  • Monitor support mailboxes for both employer and user support and respond to issues and questions timely with follow-up as needed.  Track and report on issues.
  • Become a super admin/expert for the Upwise Control Tower and partner with technology team in monitoring and logging bugs and recommending and testing future enhancements
  • Become expert in the Upwise app functionality and partner with technology team to resolve issues; call users as needed to help trouble shoot the source of the issue
  • Partner with Directors and other team members to develop future customer success model
  • Utilize various tools for day to day support which may include Excel, ticketing tools, Azure, Qualtrics survey tool and other reporting programs
  • Produce weekly and as needed reporting for various audiences on status of employer and user experience
  • Analyze data collected and maintained for employer and user to identify trends and recommend actions to improve key metrics
  • Collect and submit materials for legal and compliance reviews
  • Represent the Voice of the Customer to the Upwise team

 

Essential Business Experience and Technical Skills:

  • Strong customer service and communication skills both written and verbal (phone/web)
  • Ability to learn new processes and app/platform features quickly in an Agile environment
  • Comfortable with technology, exploring issues that are unknown
  • Strong team player
  • Flexibility and ability to adapt to changes quickly
  • Ability to multi-task
  • Strong critical thinking and problem solving skills
  • Strong organizational skills
  • Strong experience with Microsoft products including Excel, PowerPoint and Word
  • Process improvement experience
  • Desire to be part of something new and shape the future model

 

The wage range for this position specific to Colorado is $59,600-$79,400.  The role is eligible for incentive compensation under the MetLife Annual Variable Incentive Plan ("AVIP").  Your eligibility for and award of incentives are governed by the terms of the plan. MetLife offers a comprehensive benefits program that includes Medical, Dental, Life, Vision plus Retirement benefits and Paid Time Off.

 

Business Category

U.S. 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.


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.


Nearest Major Market: New York City