Client Account Support Analyst

Job description

As a Client Account Support Analyst you will be responding to escalations received either directly from the client, the Client Delivery Manager or the Client Management team. Your role is to investigate each escalation carefully and to provide feedback and solutions to both the client and the internal stakeholders. You will work in close cooperation with your colleagues in other operations departments (Claims, CX Team, COM Team) to ensure a timely response to the client or the client management team

You will be the key contact for a group of smaller clients mainly located in Europe and with strong focus on Germany, Austria, The Netherlands and France.

In addition, you will be responsible for participating or hosting member engagement sessions for individual plan members via webinar or to host individual member sessions at the client’s headquarters.

Key responsibilities

You are responsible for investigating escalations or queries received from either the Client Delivery Managers or the Client Management team and related to any operational service

You liaise and coordinate with your colleagues in the Client Support Service Team to ensure a one team approach

You manage your workload and make sure to deliver service within the agreed KPI’s

You are able to host autonomously Client and plan member engagement sessions via webinar for large groups of participants.

Able to independently travel to the client’s Headquarters for hosting member sessions or for hosting member engagement sessions during annual seminars or retiree meetings

Join client calls where you will be responsible for providing insights on escalations and bring solutions forward, in close cooperation with the client delivery managers

Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes within Customer Services and other operations.

Proactively address and/or escalate any risks to the Supervisor of the Client Support Service Team

Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.

Minimum requirements

Minimum of three years’ experience as a Customer Service Representative or Senior Customer Service Representative

Experience working with Salesforce

Experience in hosting webinar sessions and presenting to plan members

Experience with one to one sessions in person or virtual with plan members

Flexible to travel

Fluent in written and spoken English, French and German is a minimum requirement. Knowledge of spoken Dutch is an asset

You have strong interpersonal skills with excellent written and verbal communication skills

Strong client-centric mindset with developed problem-solving skills

Responsible for maintaining a high level of professionalism with clients

Experience in complaint management - with a proven track record in improving customer service standards

Communicating and coordinating with colleagues in other departments as necessary

Able to travel when needed to visit clients (member sessions, client meetings)

Excellent knowledge of all operational processes and systems

A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.

**Excellent interpersonal skills**: strong empathy and listening skills.

Ability to stay calm in stressful situations

Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues.

Results oriented - ability to define goals, establish plans and manage work to achieve desired outcomes.

Accountability - assumes ownership for achieving personal results and collective goals.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, 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 us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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.