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Client Services Consultant II

Date Posted: Nov 6, 2020

Location: Utica, NY, US, 13502 Albany, NY, US, 12210 Bridgewater, NJ, US, 8807

Company: MetLife

Role Value Proposition: 

The Client Service Consultant will provide administrative support and customer service to Client and their members for the MetLife benefits programs.  The candidate will be engaged in the operational aspects of the MetLife administered Client benefits programs and will have responsibility for day to day customer service activities.  In addition, this job role requires coordination with the MetLife Account Team who will manage the customer relationship and satisfaction.


The candidate will attend required leadership conferences throughout the state year-round, around fifteen leadership conferences or assemblies and may be asked to visit local associations to educate members about the programs. Events may be scheduled on weekends. If candidate is not onsite, the candidate will travel at least one day a month to Albany, NY to meet with Client Staff.


This Individual will be available to Client for the duration of the Voluntary Life & Disability contract with MetLife and is available to Client to work on any current or future Client benefit programs offered by MetLife.

Key Responsibilities:  

  • Assist MetLife’s Account Team in the day-to-day administration of Client’s benefit programs including responding to client requests and leading projects, providing client with alternative solutions, identify possible plan design alternatives, acts as a liaison between the client and internal MetLife teams.
  • Serve as an in-house resource to Client’s Staff.
  • Work with claimants, members, Client Staff and other parties, as needed, to answer inquiries, follow-up to obtain and submit missing information to expedite claims processing; maintain regular office hours for onsite "walk-in" assistance for claimants.
  • Collaborate with MetLife Account Team and Client on benefit communications and effectively coordinate and maintain communications of benefit programs offered by MetLife.
  • Collaborates and acts as a liaison with client's Third Party Administrator to assist with problem resolution and trouble-shooting.
  • Assist MetLife’s Account Team in providing exceptional customer service via ongoing client account administration to ensure complete client satisfaction.
  • Support MetLife’s Account Team on resolution of escalations and interact with Client’s Staff and MetLife partners through resolution.
  • Assists MetLife’s Account Team in coordinating client meetings, in person or via conference call, and prepares materials, agendas and presentations, leads client account audits and strategic planning process and partners with financial team in completion of client reports.
  • Assist MetLife’s Account Team in leading initial strategy meetings, establishing specific processes and reports, creating process manuals and inputs, and ensuring accurate installation of data in MetLife systems.
  • Understands the detailed components and provisions in legal agreements between MetLife and Client and assists in facilitating the execution of contracts to ensure compliance.
  • Assist MetLife’s Account Team in leading discussions on complex policy/certificate issues with customer and/or consultant.
  • Independently leads cross-functional project teams designed to support key National Accounts initiatives or to enhance operational effectiveness.
  • Fully aware of and understands competitors’ products, industry trends and legal developments impacting business, assisting client with strategy consultation.
  • Responsible for assisting with the development and completion of customer financial reports, including identifying reporting needs and analyzing data, utilization, cost drivers and trend.
  • Responsible for monitoring the key financial parameters of internal management reporting and capable of proactively identifying discrepancies, trends and results.
  • Participates in strategic planning.
  • Holds advanced knowledge of MetLife’s group products, services and systems and ability to strategically analyze the interaction of these products, services and systems.
  • Perform other related duties as assigned or required


Essential Business Experience and Technical Skills:


  • Excellent Presentation Skills, including the ability to create presentation material using PowerPoint software.
  • Extensive experience managing complex client 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.
  • General understanding of U.S. economy and employee benefits industry.
  • Proficient with Microsoft Office software including advanced Excel skills.
  • Ability to travel throughout New York State for scheduled leadership conferences and assemblies and upon request for other requested locations, including weekends.



  • Typically has a BS/BA degree and 7-10 years of experience.
  • Experience working with affinity groups.
  • Firm knowledge of group products and services and ability to apply analytical skills to the interaction of such products.

Business Category

Group Benefits


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 $600 billion of total assets under management as of December 31, 2019. We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven 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.


Requisition #: 115404


Nearest Major Market: Utica