Client Service Analyst II - Tampa, United States - MetLife

Description

Description and Requirements
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 participate 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 customers through MyBenefits and MetLink or other service features, becomes familiar with plan design and structure, and assists in providing a smooth and effortless experience for customers.
• 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 the 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 the 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.
• 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 and 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:

• 2 years of Insurance experience.
• Prior Insurance knowledge or financial services background.
• High School Diploma/GED.

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.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
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