Senior Client Services Consultant II

MetLife; Aurora (IL); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Vision/Dental coverage

Life insurance

Retirement plan (401(k))

EAP & mental health programs

Job summary

MetLife’s Group Benefits team is seeking a Sr. Client Services Consultant II to manage the end-to-end client experience for a portfolio of Jumbo-sized PPS relationships, serving as the primary contact for service delivery and strategic initiatives.

You will liaise with senior client stakeholders, coordinate cross‑functional teams, and propose plan designs and process improvements to support retention, growth, and client satisfaction.

Location - Hybrid out of any MetLife office.

Qualifications

• Requires 10+ years in client services, account management, or related field.
• Expert knowledge of group insurance products and systems.
• Strong organizational and multi-priority management skills.
• Excellent communication, presentation, and relationship management abilities.
• Experience leveraging AI-enabled tools to enhance client outcomes.

Responsibilities

• Lead the overall client experience and strategic relationship management for a portfolio of Jumbo PPS clients.
• Manage complex client projects, audits, and executive-level presentations, coordinating across stakeholders.
• Develop and recommend plan design alternatives, process improvements, and customized solutions.
• Partner with internal MetLife teams to resolve issues and ensure data accuracy and compliance.
• Mentor and guide team members while maintaining expertise in MetLife products and industry trends.

Skills

Client relationship management

Project management

Communication & presentation

Problem solving

AI-enabled tools

Education

High School diploma

Bachelor's degree

Tools

MS Office

CRM systems

Data analytics tools

Job description

Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Opportunity

The Sr. Client Services Consultant II is responsible for managing the end-to-end client experience for a portfolio of Jumbo-sized PEO, Payroll and Staffing (PPS) relationships, each ranging from 10,000 to more than 100,000 eligible members often generating over $25M in annual premium. This role serves as the primary contact for some of MetLife's largest and most complex clients, driving strategic partnership, service excellence, and operational effectiveness.

Guided by our purpose—always with you building a more confident future—you will influence client outcomes by delivering tailored solutions, leading high-impact initiatives, and navigating complex business challenges. This is an exciting opportunity to partner with senior client stakeholders, lead cross-functional efforts, and help shape long-term client strategies that support retention, growth, and satisfaction.

Location - Hybrid out of any MetLife office.

Key Responsibilities

• Lead the overall client experience and strategic relationship management for a portfolio of Jumbo-sized PPS clients, serving as the primary point of contact for service delivery, issue resolution, and business initiatives.
• Manage complex client projects, audits, strategic planning activities, and executive-level presentations while coordinating efforts across internal and external stakeholders.
• Develop and recommend plan design alternatives, process improvements, and customized solutions that address client objectives and support business growth.
• Partner with internal MetLife teams to resolve complex operational and service issues, oversee contract and broker agreement activities, and ensure data accuracy and compliance within MetLife systems.
• Mentor and provide guidance to team members while maintaining expertise in MetLife products, industry trends, competitive offerings, and best practices.

Required Qualifications

• High School diploma and 10+ years of experience in client services, account management, employee benefits, insurance, or a related field.
• Expert knowledge of group insurance products, services, and systems, with the ability to support large and highly complex client organizations.
• Advanced organizational and project management skills with the ability to manage multiple priorities, stakeholders, and deadlines simultaneously.
• Strong communication, presentation, and relationship management skills, including experience influencing internal and external stakeholders.
• Proven ability to solve complex problems, deliver exceptional customer service, and leverage AI-enabled tools to improve efficiency, insights, and client outcomes in a fast-paced environment.

Preferred Qualifications

• Bachelor's degree.
• Experience in client services, account management, employee benefits, insurance, or a related field, preferably supporting PEO relationships.
• Advanced analytical and problem-solving skills with the ability to identify risks, trends, and strategic solutions.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, Adobe, and MS Project.
• Demonstrated leadership capabilities, including mentoring, training, and developing team members while fostering collaboration and operational excellence.

The expected salary range for this position is $100,000 - $120,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

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, 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.