HSA/FSA Customer Service Delivery Consultant

MetLife • Bridgewater Township, NJ

79d • $85,000 - $95,000

About The Position

The HS&SA Customer Success Service Delivery Consultant is responsible for supporting service delivery for MetLife's HSA, FSA, HRA, Commuter Benefit, and COBRA products. This role will provide internal and external product, process, and service support to MetLife account management teams, customers and brokers. The Customer Success Consultant will work on the satisfaction of our employer group customers and will work in close partnership with MetLife's Service, Center of Excellence (COE), and external Vendor teams.

Requirements

• High school degree or equivalent required.
• 5+ years experience with Health Savings & Spending Accounts in Product, Client Service or Operations background.
• Effective communication, organizational, problem solving, and analytical skills.
• Excellent time management & work prioritization skills.
• Ability to work independently and drive results partnering with cross-functional teams in a matrixed organization.
• Well-developed relationship building skills both internally & externally.
• Proficient with Microsoft office software.

Nice To Haves

• Bachelor's Degree

Responsibilities

• Provide day-to-day service support to internal MetLife service teams and external employer group customers.
• Attend customer calls, provide recommendations and oversight of plan operations, plan renewals, reporting, and help resolve issues with customer specific processes.
• Create strong working partnership with vendor to support internal teams and customers and track open issues to ensure timely execution of customer requests.
• Run HS&SA reporting including file data review, identity verification review, and contribution reconciliation.
• Proactively monitor file performance to avoid employer escalations with reconciling funding and eligibility reporting.
• Consult with the Service Team and customers on process improvements that will improve administration and overall customer satisfaction.
• Create annual stewardship reporting, and attend the stewardship meeting when requested to present reporting to the customer in a consultative fashion.
• Track open customer escalations, provide status reports to management, and outline improvements and efficiencies in business processes to minimize customer turnaround times and meet outlined SLAs.
• Track root cause of issues and trends and proactively collaborate with internal partners to rectify broader service and operational issues to enhance the service satisfaction of customers.
• Thoroughly investigate and respond promptly to elevated escalations funneled through various teams.
• Assist in the development of materials and implementation of training that will help improve service and operational processes to meet and enhance the service satisfaction of customers.

Benefits

• Comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability.
• Company-paid life insurance and legal services.
• 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.
• Employee Assistance Program (EAP) and digital mental health programs.
• Parental leave, volunteer time off, tuition assistance.

What This Job Offers

• Job Type: Full-time
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED