This role will act as the liaison between MetLife and the customer in providing educational information, resolving member conflicts and issues, and assisting the client with day-to-day administration. The duties and responsibilities include: General Support: * Develops and manages relationships with key customer stakeholders (benefits, payroll, HR, etc.). * Participate in customers’ benefits meetings and other activities, as appropriate. * Assist in the resolution of escalated matters, including any appeals that are filed. * Provide consultation to the customer on best practices, regulations, improved efficiencies, and alternate options as they are added to future state. * Assist employees and beneficiaries in filing claims. * Manages MetLife websites, MetLink/MyBenefits for the customer. * Utilizes Third-party Administrator system to help assist members (e.g. confirm members benefit status). * Contact Beneficiary to discuss overall claim process. * Provide Beneficiary Statement and the customer’s Checklist for completion (including the mailing details for the original Death Certificate), enter the claim details within the City’s Life Log (shared google sheet). * Complete and return any employer statements or other required paperwork on behalf of the employer to the Employee Benefits Division. * Collect/complete any related paperwork that is required by MetLife to process the claim. * Respond to all employee questions regarding evidence of insurability including those with a Rehire/Reinstatement break in coverage as well as those whose annual enrollment elections require evidence. Provide link/forms as requested. * Assist employees in completing and submitting the medical history statement. * Respond to all employee questions regarding Portability and Conversion. Provide forms and Continued Benefits contact information as requested. * Attend Open Enrollment in-person events. * Implement a communications strategy for Open Enrollment and other campaigns * Conduct informational calls/meetings to educate and inform employees about life benefits and troubleshoot and answer their questions regarding benefit amounts, evidence of insurability, eligibility, and administration. Required: * High School Diploma or equivalent and 1-2 years of experience. * Ability to communicate clearly both verbally and in writing. * Some comprehension and ability to communicate provisions of MetLife Core Products (Life, Dental, Disability, Voluntary Benefits, Retirement & Savings). * Customer service and relationship management skills. * Understanding of how to provide exceptional customer service and how to develop relationships. * Must be able to handle multiple tasks, set schedules and priorities to meet both internal and external deadlines. * Proficient problem-solving skills. * General understanding of U.S. economy and employee benefits industry. * Proficient with Microsoft Office software. Equal Employment Opportunity/Disability/Veterans If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.