Client Guide Representative – (Band 2) Job Description
The Client Guide Representative is a client-facing role that handles inquiries via toll-free line or general service email box from clients / brokers in Select and Middle Market segments up to five thousand lives. This role will serve as a triage unit for all work coming into Client Services for simple and complex inquiries, as well as escalated service situations. The Client Guide Representative will work independently to process the inquiry / request or determine the appropriate area to handle. The Client Guide Representative is a results oriented problem solver who is considered an expert in customer service.
Answer inbound calls and e-mails from clients and brokers in the Select and Middle Market segments, gather critical information, swiftly assess type of inquiry and the level of complexity determine to process or direct the work to the appropriate area for handling.
Interact professionally with clear, effective communication and set the appropriate expectations on timeline of deliverables. Conduct timely follow ups as needed to keep client / broker informed of status.
Responsible for handling inquiries, such as form requests, EOI and claims status, contact changes, billing / commission questions and providing timely responses to the client or broker.
Manage and monitor requests within internal systems and refer changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.
Coordinate with internal business partners to ensure client needs are met and potential problems are averted.
Demonstrate the ability to work with appropriate Cigna resources to resolve service inquiries.
Develop and maintain business partnerships to ensure service issues are managed proactively, accurately and effectively with all business partners.
Possess extensive knowledge of products and services and a thorough understanding of processes related to servicing clients / brokers.
Participate in regularly scheduled feedback, training and information exchange sessions with key business partners.
Hours for this role are M – F (8-5pm) from March thru November AZ time.
Hours for this role are M-F (9-6pm) from November thru March AZ time.
**Existing Cigna Work at Home Only**
Plans and Aligns
Bachelor’s Degree or equivalent previously related work experience; minimum of 2 years’ experience in customer service.
Strong knowledge of Cigna benefits, products, and services.
Ability to quickly understand the client’s needs and expectations.
Proven ability to operate in a fast-paced, customer service environment.
Demonstrated organizational, time management and interpersonal skills.
Strong analytical ability and attention to detail.
Ability to effectively problem-solve issues to resolution.
Preferred minimum two years’ experience with multiple software and system-based applications, including Microsoft Office Suite.
Strong verbal / written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
Ability to manage multiple and divergent priorities and deadlines, high volume of service requests and work independently and proactively, negotiate and manage expectations for mutually acceptable solutions.
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
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 an accommodation based on your physical or mental disability please email: [email protected] Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
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