Too many systems issues: You'll spend most of your day filtering complaints from brokers and clients about MetLink, billing, and enrollment problems stemming from legacy systems. They send a survey to clients annually asking for feedback and the systems issues have been the main complaint for years and little to nothing is being done to fix them. Many internal systems are glitchy, which makes it harder to do your job. There are also well over 20 different internal systems and portals - your bookmark list will be long! Overcomplicated Processes: There are three different platforms depending on the group size and product portfolio, they all have their own systems and processes and your book will have accounts on all three platforms. Salesforce Inbox: You must manage two inboxes, Outlook and SF. The Salesforce inbox times your responses. It does not keep your emails in a thread, emails must be manually merged to create a thread and the system is slow. Too many accounts & products: ML has about 12+ lines of business and your accounts can have one line or eight+ lines. Some books have 50 accounts others have closer to 200. Implementations: None of the implementations are smooth, the accounts are dumped on the service team with outstanding issues. MetLink is never set up on time for new groups and/or add coverages are not reflected. No accountability for internal partners: The internal departments are not held accountable for TATs, you'll have to follow up multiple times to get things done. Even simple requests, such as a benefit summary take over a week. Too many requests become an escalation and management is overwhelmed.
