Account Manager

Account Manager Role

Account Managers are a key role in the Regional Business service delivery model. They serve as a single point of contact for Brokers and provide key support functions across different Regional Market customer segments, as well as support 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 include:

• Directly aligned with assigned distributions' book of business for 2-5K lives
• Accountable for building and maintaining strong relationships with broker account teams and clients as needed to ensure satisfaction and loyalty
• Facilitating weekly calls with internal partners who share common broker/customer relationships to ensure deliverables are met
• Serving as the single point of contact with overall accountability for broker service-related customer inquiries and escalations, and working with internal partners to meet expectations and resolve all concerns
• Accountable for identifying opportunities to cross sell additional products and re-enrollment opportunities to increase participation/revenue
• 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
• Tracking the performance of the services provided, analyzing results and providing insights and recommendations for improvement
• Presenting results, along with other members of the MetLife account team, at Broker Stewardship
• Demonstrating strong customer-specific product knowledge and providing consultative assistance regarding potential plan changes to customer benefit plans
• Responsible for book of business renewal oversight and persistency and profitability outcomes
• Developing and executing targeted marketing and education campaigns showcasing expertise
• Maintaining accurate customer information, references, and account plans in Salesforce.com
• Ensuring timely submission and validation of Broker of Record (BOR) changes
• Ensuring all compliance requirements are met

Essential business experience and technical skills required include:

• 3+ years related experience, such as account management or customer service working in a fast paced, complex environment
• Strong group benefits product knowledge and possess knowledge of plan designs, benefit features and how claims are paid
• Proactive customer focused mindset with 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 and oral and written communication skills, with the ability to lead team meetings
• Attention to detail, critical thinking, and problem-solving skills to deliver client focused solutions
• Strong commitment to meeting metrics
• Proficient experience using Salesforce and proficient computer navigation skills and ability to work in multiple systems simultaneously
• 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:

• Bachelor's degree in related field
• 5+ years related account management or customer service experience in the insurance industry
• Strong understanding of industry marketplace and legal developments
• Strong focus on customer satisfaction and obtaining results

Equal Employment Opportunity/Disability/Veterans: If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.