Account Manager
- New York City, NY
- $73,000-97,400 per year
- Permanent
- Full-time
- Posting Location: New York, New York
- Posting Location: Whippany, New Jersey
- Directly aligned to 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
- Facilitate weekly calls with internal partners who share common broker/customer relationships to ensure deliverables are met
- Serve as the single point of contact 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.
- Ensure timely submission and validation of Broker of Record (BOR) changes.
- Additionally, ensure all compliance requirements are met.
- 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 (Microsoft suite, different company platforms)
- 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%)
- 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