Sr. Client Service Consultant (Aurora, IL)

  • Company: MetLife
  • Location: Aurora, Illinois
  • Posted: December 23, 2016
  • Reference ID: 35342-en_US



Job Location: Aurora, IL



Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources.


The team’s goal is to transform MetLife’s operations into a global organization to create a differentiated customer experience, simplify operations, and leverage the organization’s scale.


Global Ops includes over 11,200 associates across all of MetLife’s markets who are responsible for core insurance capabilities, including new business and underwriting, claims, policy administration, contact centers, and billing/remittance.


The group processes approximately 12 million new applications, 10 million claims, 45 million policy transactions, and 10 million calls every year.


Associates are responsible for claims, underwriting, policy administration, global shared services, print, imaging and document management, billing and remittance, and non-U.S. customer service call centers.



Provides administrative and customer service to large group insurance clients. Works with account team to manage customer relationships and satisfaction


Overall accountability for the day-to-day administration of multiple complex Accounts clients, including:

  • Responds to client requests and leads projects, provides clients with alternative solutions to requests and can identify possible plan design alternatives, acts as a liaison between the client and internal MetLife teams.
  • Responsible for providing exceptional customer service via ongoing client account administration to ensure complete client satisfaction.
  • Collaborates and acts as a liaison with client's Third Party Administrator to assist with problem resolution and trouble shooting.
  • Serves as a team leader in support of the Manager and as a subject matter expert for the Customer Unit.
  • Understands the detailed components and provisions in legal agreements between MetLife and the client and assists in facilitating the execution of contracts to ensure compliance.
  • Leads discussion on complex policy/certificate issues with customer.
  • Independently leads cross-functional project teams designed to support key Regional Market initiatives or to enhance operational effectiveness.
  • Fully aware of and understands competitors’ products, industry trends and legal developments impacting business, assisting client with strategy consultation.
  • Advanced knowledge of MetLife’s group products, services and systems and ability to strategically analyze the interaction of these products, services and systems.



  • Extensive experience managing complex client accounts and relationships.
  • Excellent organizational, interpersonal, and communication skills, both written and verbal.
  • Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible.
  • Strong project management skills including problem solving, attention to detail, analytical thinking and decisiveness.
  • Ability to balance client expectations with MetLife capabilities and understand the impact both administratively and financially.
  • General understanding of U.S. economy and employee benefits industry.
  • Proficient with Microsoft Office software. Advanced knowledge of MetLife’s group products, services and systems and ability to strategically analyze the interaction of these products, services and systems.



  • High School Diploma



  • Bachelor’s Degree or equivalent business experience
  • 7-10 years of “Account Management” experience.





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.” 





MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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