Customer Service Representative

Job Description Summary

Delivers straightforward administrative and/or other basic business services in Customer Service.Receives requests by mail, telephone, or in person regarding insurance claims/policies.Responds to inquiries from policy holders, providers and/or others for information and assistance.Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Mails or routes claim forms and supporting documentation to various units for final processing.Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity. Issues tend to be routine in nature.Good knowledge and understanding of Customer Service and business/operating processes and procedures. Works to clearly defined procedures under close supervision.

Job Description

Do you have a passion for helping others and ensuring customers have the best experience possible?

We have a number of exciting permanent opportunities to join Cigna as a Customer Service Representative where you will be part of our Global Service Centre supporting clients from across the Globe.

As a Customer Service Representative with Cigna, you will be the first point of telephone contact for our global members who have private medical insurance with us.

We are keen to speak to you if are a ‘people person’ and if you have an empathetic nature as you will be supporting customers who may be experiencing a difficult time.

Previous experience in Customer Service isn’t essential as we provide 5 weeks of classroom training to set you up for success in your new role.

What we require:

Able to commit to 35 hours/week.Able to commit to 8 weeks onsite induction training from start date of January 2025 based in our Greenock office.Available to work shifts between Mon-Sunday 7am-11pm which are on a 4 week rotational pattern, shifts are 7am-3pm, 8am-4pm, 2pm-10pm and 3pm-11pm. You will work 1 weekend in 4.Able to travel to Cigna's Office in Greenock, Scotland 2/3 times per week, after the training is completed.

What you'll do:

Customer service is paramount to us and our customers and as the voice of Cigna, you will be responsible for providing exceptional levels of customer satisfaction, by handling enquiries and claims processing in an efficient and timely manner.

The successful applicant will offer the highest possible level of service, via phone or e-mail, to our existing and potential customers, seeking first contact resolution.

This is an excellent opportunity for customer focused enthusiastic, motivated, and driven individuals to join our Customer Service Team within Cigna.

Main Duties/Responsibilities:

Provide the highest levels of customer service, striving for first contact resolution, responding within given timelines, processing dental/vision and medical claims in line with the customer’s benefits.Ensure that all operating procedures and regulations are followed in line the policy terms and conditions.Providing quality advice and information to customers and colleagues regarding their health benefits.Monitor turn-around times to ensure contacts/claims are settled within required time scales.Build relations with internal departments to ensure all resources are utilized to the benefit of the customer, working within the regional benefits, and reaching out to relevant service partners where necessary.Actively support all team members and provide resource to enable all operational goals to be achieved.Carry out any ad-hoc tasks as required to meet the business needs.

What you'll bring:

We want people to draw on their life experience, personality, and individual talents. Broadly speaking, we look for candidates with:

A passion for providing outstanding customer service in a fast-paced environment and ability to work towards targets.Solid IT skills with ability to utilise MS Office and inhouse systems.Exceptional interpersonal skills with good verbal and written communication.Ability to organise, prioritise and manage workload to meet individual and team targets in a fast-paced environment.Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.Must possess excellent attention to detail, with a high level of accuracy.Ability to work under own initiative and proactive in recommending and implementing process improvements.

What’s in it for you?

We recognise we wouldn’t be where we are today without our employees, that’s why we offer such excellent benefits designed to suit you as and when you need them:

Competitive salary. Hybrid working: Enjoy working from the comfort of your home, with occasional visits to our Greenock office.IT equipment: is provided by us to allow you to work from home.30 days holiday per year: plus, the option to buy/sell annual leave.Bonus: the opportunity to earn an annual bonusPension: We believe saving for the future’s important, so you’ll benefit from auto-enrolment and a generous contribution from us.Free Car Parking.Private Medical and Dental Insurance: with the option to add a partner or dependent(s) to your cover.Life Assurance.Travel Insurance: Enjoy peace of mind while travelling abroad.Flexible dress code: It’s not about what you wear, it’s about what you can do, so why not be comfortable doing it.Plus, much more…

About Cigna Healthcare

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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.