MetLife

Role Value Proposition

Account Managers are a key role in the Regional Business service delivery model. The role is a single point of contact for Brokers and provides key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external pre and post-sale activities associated with the acquisition of new business and in maintaining existing customer relationships.

Key Responsibilities

• Directly aligned to assigned distributions’ book of business for 2-5K lives that focuses in on the markets most complex book of business.
• Accountable for building and maintaining strong relationships with broker account teams and clients as needed to ensure satisfaction and loyalty
• Facilitate weekly calls with internal partners who share common broker/customer relationships to ensure deliverables are met
• Serve as the single point of contact for brokers with overall accountability for broker service-related customer inquiries and escalations, and work with internal partners to meet expectations and resolve all concerns including but not limited to experience reports and broker commissions.
• Accountable for identifying opportunities to cross sell additional products and re-enrollment opportunities to increase participation/revenue, in collaboration with Account Executive, and Underwriting.
• Accountable for leading and coordinating customer and broker facing meetings either in person or virtually including stewardship and renewals in partnership with Account Executive and Client Service Consultant.
• Track the performance of the services provided, analyze results and provide insights and recommendation for improvement.   Present results, along with other members of the MetLife account team, at Broker Stewardship.
• Actively participate in finalist meetings for prospective customers and implementation meetings, as needed
• Demonstrate strong customer-specific product knowledge and provide consultative assistance regarding potential plan changes to customer benefit plans, while staying informed of specific customer activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.) 
• Responsible for book of business renewal oversight and persistency and profitability outcomes, in coordination with Account Executive and Underwriter.
• Develop and execute targeted marketing and education campaigns showcasing expertise, demonstrating value, and keeping clients engaged.
• Maintain accurate customer information, references, and account plans in salesforce.com, in collaboration with Client Service Consultant. Additionally, ensure all compliance requirements are met.
• Ensure timely submission and validation of Broker of Record (BOR) changes.
• Mentor newly hired associates and assist with process training.  Able to serve as a subject matter expert across a wide range of products and processes

Required Experience and Skills:

• 7+ years related industry experience, such as account management or customer service working in a fast paced, complex sales and service environment
• Expert group benefits product knowledge and possess in-depth knowledge of plan designs, benefit features and how claims are paid.
• In-depth understanding of industry marketplace and legal developments.
• Proactive customer focused mindset
• Strong focus on customer satisfaction and obtaining results
• Proven ability in building relationships both internally and externally with people at all levels of the organization.
• Ability to analyze data to influence and execute on renewal decisions
• Excellent presentation skills, oral and written communication skills
• Strong attention to detail
• Lead team meetings
• Advanced critical thinking and problem-solving skills to deliver client focused solutions.
• Strong commitment to meeting metrics 
• Strong computer navigation skills and ability to work in multiple systems simultaneously (Microsoft suite, different company platforms)
• Expert experience using Salesforce
• High School diploma
• Must already hold or be able to obtain State Life, Accident and Health license within 90 days of date of hire
• Regular travel in local market (10% - 20%)

Preferred Experience and Skills

• Bachelor’s degree in related field
• 10+ years related account management or customer service experience in the insurance industry