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Outline of the Role:
You will have the skills, knowledge, and experience of a tenured and knowledgeable Customer Service Advisor. However, we’re looking for more than that - you will have a real desire to use your knowledge to help drive our customer experience to a new level.
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 activity
• Flex between all the above activities based on current customer demand
• Flex your working shift based on current customer demand
• Achieve personal and team productivity and quality goals
• Carry out other ad hoc tasks as required meeting business needs
• Performs 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 teams
• Identify 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 organisation
• Ability to meet/exceed targets and manage multiple priorities
• Proficient in Microsoft Office applications
• Case and Claims management system experience
• Track record in improving NPS scores by demonstrating customer ownership
Skills:
• Confident in making decisions and exercise judgment
• Strong customer focus with ability to identify and solve problems without supervision
• Ability to work under own initiative and proactive in recommending and implementing process improvements
• The ability to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner is essential for this role
• Must possess excellent attention to detail, with a high level of accuracy
• Strong interpersonal skills with good verbal and written communication to internal and external clients
• Support 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.
