Senior CSR–COCE & COM at Cigna

Senior CSR–COCE & COM at Cigna… See details on how to apply for the opportunities available at Cigna.

Descriptions;

Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit – headquartered in Belgium – focuses on the needs of International Organizations.

RESPONSIBILITIES:

Knowledge reference and Escalation contact point
Working on Emails/Calls based on the workplan assigned by the Sv’s.
Assists the team with difficult Calls/Emails (escalations) and ( complaint cases) Calls/Emails
Being a point of contact and actively support the team by addressing their questions and guide them on the ways to work on cases for any contracts
Prepare case summary and propose correct process for any escalated cases
Being a good reference and great example for the new hires/Junior team members for both call and email process.
Act as the Single of Point for dedicated contracts ,at the same time able to handle and guide the team for all the contracts.

Training /Mentorship

Support Trainer /SME with new hires training/refresher trainings
Active participation in training verification queues, shadowing sessions for calls and mentorships
Proactively communicate improvement areas for the new /junior CSR to Supervisors while working on verification queue.

Ownership and expectation

As Senior CSRs you lead by example in both quality and productivity.
Taking ownership of any escalated cases and providing updates to the Supervisors or Senior Supervisors on any issues
Respond within the time commitment given to enquiries and escalations, with first contact resolution.
Manage customer interactions mainly calls and emails through the development of high quality interpersonal skills and customer centricity
Taking ownership of solving any customer issues by working closely with other internal/external departments.
Identify potential process improvements and make recommendations.
Proactively address and/or escalate any risks
Go above and beyond to deliver great customer experience and lead by an example

YOUR PROFILE

Strong performance track record
Able to work on dedicated evening shift from 3pm till 1am local time including weekends based on shift rotation
International mind-set, with holistic and able to work remotely with peers across locations
2 years of Cigna experience
Good communication skills, and knowledge of Window tools, e.g. Excel, PowerPoint,
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives within your own process
Action-orientated problem-solving attitude
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues