Sr Client Services Consultant

About the role

The Sr. Client Services Consultant is responsible for managing and strengthening MetLife's largest and most complex Specialty Market client relationships, ensuring an exceptional customer experience and driving long-term client satisfaction and retention. Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy focused on stronger growth, attractive returns, and all-weather performance, this is an exciting opportunity to serve as a trusted advisor to some of MetLife's most significant PEO clients. In this role, you will partner closely with sales, underwriting, operations, billing, and external stakeholders to deliver tailored solutions, resolve complex challenges, and fulfill client commitments. You will have a direct impact on client success by driving operational excellence, strengthening strategic relationships, and leveraging approved AI-enabled tools and data-driven insights to enhance service efficiency, improve decision-making, and elevate the overall client experience.

Responsibilities

• Manage the end-to-end client service experience for Jumbo PEO relationships, serving as the primary point of contact for client requests, issue resolution, service delivery, and overall relationship management.
• Lead client initiatives, strategic planning discussions, account reviews, audits, and customer-facing presentations while identifying opportunities to strengthen service delivery and fulfill client commitments.
• Partner with clients, brokers, sales, underwriting, billing, implementation, and internal operations teams to recommend plan design alternatives, troubleshoot complex issues, and deliver tailored business solutions.
• Use approved AI-enabled tools, automation, reporting, and data-driven insights to summarize client history, organize follow-ups, draft communications, analyze service trends, identify root causes, improve workflow efficiency, and support informed decision-making while validating outputs for accuracy.
• Maintain accurate client information, documentation, broker agreements, process manuals, and system data; protect confidential information; follow company policies; stay current on products, industry trends, regulatory changes, and emerging digital capabilities; and provide mentorship to support a collaborative, high-performing service environment.

Qualifications

• High School diploma or equivalent.
• Expert knowledge of group products, services, and systems.
• Exceptional organizational and project management skills, with the ability to effectively prioritize multiple responsibilities.
• Demonstrated ability to meet tight deadlines and thrive under pressure in a fast-paced environment.

Preferred Qualifications

• Bachelor's degree and 10+ years of relevant experience, preferably in the PEO industry.
• Strong oral and written communication, presentation, problem-solving, analytical, organizational, and project management skills, with the ability to effectively prioritize complex work and engage stakeholders at all levels.
• Expert knowledge of group products, services, and systems, with proficiency in Microsoft Word, Excel, PowerPoint, Adobe, MS Project, Microsoft 365 collaboration tools, and approved AI-enabled tools to support research, analysis, documentation, client communication drafting, process improvement, and knowledge management.

Pay

The expected salary range for this position is $90,000 - $105,000. This role may also be eligible for annual short-term incentive compensation.

Benefits

• Comprehensive health plan including 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, paid time off, paid holidays, volunteer time off, and tuition assistance.