Customer Support Specialist

Job Description

Job Descrip

The Customer Support Specialist provides administrative and customer service support to Regional Market group insurance clients. This role partners closely with Account Managers, Client Service Consultants, brokers, and internal service teams to support day-to-day account administration, issue resolution, and customer satisfaction.

Responsibilities :
Client & Account Support

• Serve as a primary service contact for assigned Regional Market accounts under the guidance of leadership
• Receive, analyze, research, and respond to routine inquiries from brokers, general agents, and internal partners in a timely and accurate manner
• Support ongoing service delivery by resolving issues and escalating more complex matters as appropriate
• Partner with Account Managers, Client Service Consultants, Sales Coordinators, and internal teams to facilitate issue resolution

Account Administration

• Manage day-to-day administration of multiple Regional Market client accounts
• Support plan changes, billing inquiries, eligibility updates, and benefit questions
• Ensure accuracy of client data and documentation across MetLife systems
• Assist with audits, reporting requests, and standard client deliverables
• Prepare and distribute Commission and Service Fee Agreements to brokers and general agents for signature
• Coordinate with the Producer Services team to support the execution of commission payments for brokers and general agents

Collaboration & Coordination

• Partner with Account Managers and internal service partners to support overall account strategy and customer needs
• Coordinate and participate in client meetings and calls as needed
• Prepare and maintain client materials, summaries, and documentation

Implementation & Process Support

• Support new client implementations and product additions under the direction of senior team members
• Follow established processes, service standards, and documented procedures
• Identify process improvement opportunities and share feedback with leadership

Professional Development

• Build knowledge of MetLife products, platforms, and service processes
• Participate in required training and development activities
• Demonstrate increasing independence and proficiency as experience is gained

Required Skills :

• High school diploma or equivalent required; bachelor's degree preferred
• Minimum of 3 years of customer service, account management, insurance, or related experience ***experience working with high level exposure and key stakeholders
• Strong written and verbal communication skills
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Strong attention to detail and problem-solving skills
• Proficiency with Microsoft Office tools (Outlook, Excel, Word)

Preferred Skills :

• Experience in group benefits, insurance, or financial services
• Familiarity with customer service systems and workflows
• Prior experience supporting clients, brokers, or internal partners

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