Client Service Analyst II

Job description

Description and Requirements The Opportunity As a Client Service Consultant, you will serve as the primary relationship manager for a portfolio of Under 100 Market clients, delivering exceptional service and driving positive customer outcomes. In this role, you will partner closely with clients, brokers, sales partners, and internal business teams to resolve complex issues, identify solutions, and ensure a seamless customer experience throughout the client lifecycle.

You will act as a trusted advisor, leading client meetings, managing strategic initiatives, coordinating cross-functional support, and providing consultative guidance on plan design, billing matters, and service delivery. This position offers the opportunity to influence client satisfaction, strengthen retention efforts, and contribute directly to MetLife's commitment to delivering outstanding service. The ideal candidate is a proactive problem solver who thrives in a collaborative environment, enjoys building strong client relationships, and can effectively navigate multiple priorities while maintaining a customer-first mindset.

Key Responsibilities

Manage day-to-day administration of multiple or complex client accounts, ensuring exceptional service, delivery, and client satisfaction. Serve as a primary client contact, responding to requests, leading projects, recommending solutions, and coordinating with internal teams. Lead client meetings, account audits, and strategic planning, including preparation of agendas, presentations, and supporting materials. Partner with internal teams, including billing, to resolve account discrepancies and ensure compliance with client agreements and plan provisions.

Maintain strong knowledge of group products, services, systems, competitors, industry trends, and legal developments to effectively support the Under 100 Market.

Required Qualifications

3+ years of experience in client service, account management, insurance operations, benefits administration, or a related field. Proven ability to manage multiple client relationships and priorities while delivering exceptional customer service and meeting deadlines. Strong written, verbal, and presentation skills, with experience communicating effectively with clients, brokers, and internal partners. Demonstrated problem-solving and organizational skills, including analyzing complex issues, identifying solutions, leading meetings, and coordinating cross-functional initiatives.

Proficiency in Microsoft Office and approved AI tools, with the ability to use AI for drafting, summarizing, organizing information, and improving efficiency while evaluating and validating outputs.

Preferred Qualifications

Experience supporting group insurance, employee benefits, or financial services, with knowledge of group insurance products, billing, implementation, and service operations. Ability to review and interpret contracts and plan documents, while staying informed on industry trends, competitor offerings, and regulatory developments. Proven ability to identify trends, recommend improvements, develop client-focused solutions, and build strong cross-functional partnerships to influence outcomes.

The expected salary range for this position is $47,000 - $62,700 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.