Outline of the Role:

You bring the skills, knowledge, and experience of a tenured and knowledgeable customer service advisor. We believe you have the potential to use your expertise to help elevate our customer experience to new heights.

You will be seen as a role model within your current team – a subject matter expert who desires to make things right for our customers. Taking direction from your Team Manager and Senior, you will help support newer team members and help them deliver amazing customer service.

You will use all your knowledge and experience (ideally from a similar customer-facing role) to drive a real ‘Category of One’ experience.

Your understanding of your customers’ needs will ensure that queries are resolved at the point of contact. This will be demonstrated in a high NPS and first-time resolution score.

This role also requires a truly agile approach: we will expect you to routinely flex between activities where customer demand and need are greatest, and you may also need to flex your shift based on customer demand.

Main Duties / Responsibilities:

Be proficient and an expert in all Customer Service activityFlex between all the above activities based on current customer demandFlex your working shift based on current customer demandAchieve personal and team productivity and quality goalsCarry out other ad hoc tasks as required meeting business needsPerforms research to respond to inquiries and interprets policy provisions to determine most effective response.Take direction from Team Managers and Team Seniors and support coaching of new hires into the Claims & Customer Service teamsIdentify and suggest process improvements that will enhance your team, your customer, or the business

Experience Required:

Experience in medical administration, claims environment or customer service focused organizationAbility to meet/exceed targets and manage multiple prioritiesProficient in Microsoft Office applicationsCase and Claims management system experienceTrack record in improving NPS scores by demonstrating customer ownershipAt least 2 years of working experience in customer service role

Skills:

Confident in making decisions and exercise judgmentStrong customer focus with ability to identify and solve problems without supervisionAbility to work under own initiative and proactive in recommending and implementing process improvementsThe ability to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner is essential for this roleMust possess excellent attention to detail, with a high level of accuracyStrong interpersonal skills with good verbal and written communication to internal and external clientsSupport Team Manager and team senior with escalations

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.