The job profile for this position is Customer Service Representative, which is a Band 1 Professional Career Track Role.

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Customer Service Representative

What does Cigna do?

Cigna Corporation is a global health service company dedicated to improving the health, well-being, and peace of mind of those we serve.

• We started over 200 years ago and have continued to innovate and expand ever since.
• We deliver choice, predictability, affordability, and access to quality care through connected, personalized solutions that advance whole-person health—both body and mind.
• With more than 170 million customer and patient relationships in over 30 countries, we harness actionable insights that drive better healthcare results.
• Our global workforce of 74,000+ employees is dedicated to living our mission and being champions for our customers and communities every day.

Cigna provides employee benefits worldwide, including health insurance services and life & protection solutions (LPS) like life and disability plans. We’re passionate about helping people improve their health, well-being, and peace of mind.

Cigna Europe has over 60 years of experience in designing, implementing, and managing international group health insurance and employee benefits programs for domestic and internationally recruited staff from European corporations, International Organizations (IGO & NGO), and governments.

To support its European and Global Segments customers, Cigna Europe has dedicated offices in Belgium, Spain, Kenya, Dubai, India, the United States, and Malaysia.

We’re people-people. We are a human organization where people come first—customers, patients, clients, and colleagues. Our goal is to improve the health, well-being, and peace of mind of everyone we can reach.

Main Responsibilities

You are responsible for client communication for designated account relationships and contracts. This includes responding to clients in a timely manner, providing complete and accurate information in one go.

KEY AREAS:

• Manage day-to-day communication with clients and insurers through various channels (Email, Phone, and Letter), with Emails and Calls being the primary channels.
• As part of a hybrid team, handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning requirements.
• Contribute to using the most efficient communication channels (phone, email, letter).
• Coordinate and ensure follow-ups for assigned contracts/clients.
• Answer client calls, provide necessary information, log the call in the system, and respond via email immediately instead of reassigning the task to the queue.
• Follow up on personal queue for cases where replies have been received.
• Take ownership of assigned emails and complete necessary actions before end of business.
• Monitor queues to ensure no calls are left unanswered or abandoned.
• Review medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved for the provider.
• Verify completeness of reimbursement documents before assigning cases to the Claims Team.
• Maintain accurate records and filing.
• Proactively optimize workflows to achieve set targets.
• Translate communications, medical reports, or other documents if needed.
• Work according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
• Handle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.

Relations to other positions

• Assist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
• Provide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
• Contribute to maintaining a cooperative and friendly working environment.
• Inform Supervisors and Senior Supervisors of problems and inefficiencies.

Required skills and qualifications

Education:

• Bachelor’s degree or equivalent experience. Studies in Translation, Interpreting, or Foreign Languages are highly valued.
• Minimum one year of experience in a related field (Customer Service - handling calls and responding to client emails).

Specific Knowledge:

• Primary language will be English: Fluency in German, French, or Spanish is highly preferred and considered a strong advantage.

Soft Skills:

• Decision-making: Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
• Excellent communication skills.
• Accuracy: Works precisely when providing information via email.
• Discipline: Adheres to procedures, agreements, and document flows.
• Efficiency: Balances quality and quantity effectively.
• Team player: Works well in a team and provides constructive feedback.
• Computer proficiency: Quickly learns and uses office applications.
• Discretion: Handles confidential (medical) information responsibly.

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Working Requirement:                                      

• Ability to work rotational shifts during weekdays, weekends, and public holidays.
• Shift rotation: Monday to Sunday, 5 days a week, 9 hours per day.
• Shifts range from early (e.g., 7:00 AM – 5:00 PM) to late (e.g., 3:00 PM – 2:00 AM).
• 5 working days with 2 days off per week.
• Willingness to volunteer for overtime during off days, holidays, and after working hours.
• Ability to work from home and office with a high-speed dedicated Wi-Fi connection (mandatory).

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.