Client Service Analyst II

MetLife; Aurora (IL); On-site; USD 47,000 - 63,000; Full time

Benefits offered by this job

Health plan: medical/vision/dental

Life insurance

401(k) with employer matching

Paid time off & holidays

Job summary

MetLife in the United States is seeking a Client Service Consultant to serve as the primary relationship manager for a portfolio of Under 100 Market clients. You will resolve complex issues, lead client meetings, and coordinate with brokers, sales partners, and internal teams to ensure a seamless customer experience across the client lifecycle.

You will guide plan design, billing matters, and service delivery as a trusted advisor, driving client satisfaction and retention in a collaborative,

Qualifications

• 3+ years of experience in client service, account management, insurance operations, benefits administration, or related field.
• Proven ability to manage multiple client relationships and priorities while delivering exceptional service and meeting deadlines.
• Strong written, verbal, and presentation skills, with experience communicating 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 outputs.

Responsibilities

• Manage day-to-day administration of multiple or complex client accounts, ensuring exceptional service 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 regulatory developments to support Under 100 Market.

Skills

Client service

Account management

Presentation skills

Problem solving

Microsoft Office

AI tools

Tools

AI tools

Job description

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.

Salary & Benefits

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.

• 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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the 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.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law(“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail]. 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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.