Client Services Analyst II

Job Location: United States : Florida : Tampa
Alternate Job Location: United States : Florida : Tampa || United States : Missouri : Kansas City
Work Arrangement: Hybrid

Role Value Proposition

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities.  In this role you will participates in client facing activities to resolve customer issues and concerns swiftly and with a perceived effortless experience on the customer’s part.  Working closely with sales partners and other internal partners to contribute to the long-term persistency and profitability of the Employee Benefits Sales business.  Manages all aspects of account management to drive client satisfaction with MetLife.  Engages in activities to develop strong relationships with the customer.

Key Responsibilities

• Develops and builds partnerships with external customers and internal partners, including sales, Field Service and Underwriting
• Supports the implementation process by walking customer through MyBenefits and MetLink or other service features, becomes familiar with plan design and structure, assists in providing smooth and effortless experience for customer
• Handles issues of moderate complexity independently 
• Works well in a metrics-driven environment, with an emphasis on efficiency and individual production
• Ensures customer issues are resolved in one call or contact where possible or refers customer inquiries to appropriate party for swift issue resolution 
• Ensure appropriate follow through on all open customer issues and inquiries 
• Support ongoing and enhanced usage of key service features and reports to promote client education and satisfaction 
• Where necessary, go beyond area of immediate responsibility, or escalate issues, while maintaining accountability to ensure appropriate follow through and resolution to achieve best results for customer and MetLife
• Think outside the box and provide creative solutions to difficult problems 
• Participates in special projects and training as assigned or required 
• Participates in efforts to change or evolve culture
• Performs other related duties as assigned or required

Essential Business Experience and Technical Skills
Required:

• 1-2+ years of work experience in customer service and/or account management 
• Ability to communicate clearly both verbally and in writing
• Customer service and relationship management skills
• Understanding of how to provide exceptional customer service and how to develop relationships. Must be able to handle multiple tasks, set schedules and priorities to meet both internal and external deadlines. Proficient problem solving and analytical skills
• Proficient with Microsoft Office and Excel software

Preferred:

• 1-2 years of Insurance experience
• Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible
• Prior Insurance knowledge or financial services background
• High School diploma or equivalent

Assignment Category

Full Time

Travel

Up to 5%

Business Category

US Business

Number of Openings

6

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.