Service Academy Trainee

About the Role

The Service Academy Program is designed for recent college graduates with limited experience in a related field. This 4-month training program combines structured classroom and on-the-job learning, focusing on the employee benefits industry, MetLife's group benefits, operating systems, and customer success management. The program aims to transition trainees into full-time Client Service Consultants, providing customer-centric solutions to MetLife group insurance customers. Trainees will partner with the full account team to manage customer relationships and satisfaction. The program includes personalized training, networking opportunities, professional development sessions, and philanthropic activities, supported by skilled coaching, mentoring, and a positive work culture.

Key Responsibilities

• Complete and participate in all required MetLife learning and training, including successful completion of the Service Academy Program.
• Work effectively with a seasoned service professional serving as a mentor to learn about MetLife's products, platforms, and services, including meetings with the mentor and their customers.
• Develop an understanding of MetLife’s Group Benefits products, services, and system platforms.
• Build service competencies, including communication, customer service, project management, and relationship-building skills.
• Support the service team by learning MetLife’s systems and processes to assist an assigned block of customers.
• Partner with internal and external stakeholders to meet customer needs, assist with problem-solving through a consultative approach, and execute the end-to-end customer experience.
• Participate in client audits and the strategic planning process.
• Generate reports to track activities, identify trends, progress, and strategies.
• Perform other related duties as assigned or required.
• Utilize approved AI tools for routine tasks such as drafting, summarizing, and organizing information to improve efficiency.
• Apply working knowledge of AI capabilities, evaluating and validating outputs with guidance.

Requirements & Tech Stack

• Relationship-building skills, ability to quickly develop rapport, earn trust, and prioritize customer needs.
• Excellent interpersonal skills, customer service skills, verbal and written communication skills, presentation skills, sound business judgment, computer skills, and ability to lead and influence.
• Ability to learn new applications, systems, and processes quickly to accurately and timely execute customer requests.
• Strong project management skills, including problem-solving, time management, attention to detail, analytical thinking, and decisiveness.
• Proficiency with Microsoft Office Products (Excel, PowerPoint, Word, and OneNote).
• Ability to work autonomously and manage time efficiently to meet client deadlines.
• Self-motivated to learn more about the business and proactive in personal and professional development.
• Possess a positive outlook and contribute to a positive and productive working environment.
• Display adaptability and resiliency, with a willingness to grow in the Service Organization.

Qualifications

• 0-3 years of customer-service or account management experience
• Bachelor’s degree preferred

Salary: $60,000 annually, potentially eligible for annual short-term incentive compensation. All incentives and benefits are subject to applicable plan terms.