Client Services Consultant I

Description and Requirements

This role will act as the liaison between MetLife and the customer in providing educational information, resolving member conflicts and issues, and assisting the client with day-to-day administration.

The duties and responsibilities include:

General Support:

• Develops and manages relationships with key customer stakeholders (benefits, payroll, HR, etc.).
• Participate in customers' benefits meetings and other activities, as appropriate.
• Assist in the resolution of escalated matters, including any appeals that are filed.
• Provide consultation to the customer on best practices, regulations, improved efficiencies, and alternate options as they are added to future state.
• Assist employees and beneficiaries in filing claims.
• Manages MetLife websites, MetLink/MyBenefits for the customer.
• Utilizes Third-party Administrator system to help assist members (e.g. confirm members benefit status).
• Contact Beneficiary to discuss overall claim process.
• Provide Beneficiary Statement and the customer's Checklist for completion (including the mailing details for the original Death Certificate), enter the claim details within the City's Life Log (shared google sheet).
• Complete and return any employer statements or other required paperwork on behalf of the employer to the Employee Benefits Division.
• Collect/complete any related paperwork that is required by MetLife to process the claim.
• Respond to all employee questions regarding evidence of insurability including those with a Rehire/Reinstatement break in coverage as well as those whose annual enrollment elections require evidence. Provide link/forms as requested.
• Assist employees in completing and submitting the medical history statement.
• Respond to all employee questions regarding Portability and Conversion. Provide forms and Continued Benefits contact information as requested.
• Attend Open Enrollment in-person events.
• Implement a communications strategy for Open Enrollment and other campaigns
• Conduct informational calls/meetings to educate and inform employees about life benefits and troubleshoot and answer their questions regarding benefit amounts, evidence of insurability, eligibility, and administration.

Required:

• High School Diploma or equivalent and 1-2 years of experience.
• Ability to communicate clearly both verbally and in writing.
• Some comprehension and ability to communicate provisions of MetLife Core Products (Life, Dental, Disability, Voluntary Benefits, Retirement & Savings).
• 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 skills.
• General understanding of U.S. economy and employee benefits industry.
• Proficient with Microsoft Office software.

The salary range for applicants for this position is 59,700 - 82,500.

Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!

About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 Fortune 100 Best Companies to Work For ®, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!