Customer Service Representative and Claims

hace 3 semanas

Madrid, España The Cigna Group A tiempo completo

**JOB DESCRIPTION**

**Role Purpose**:

- Provide the highest level of customer service, striving for first contact resolution, responding within given timelines.
- Good breadth of knowledge on product types and the ability to respond to claims. Reporting to the Claims Manager will be responsible of managing new claims from start to end.
- Manage all the administration tasks related to the position: E-mail, Post, Fax, Fulfilment, etc...
- Manage all Complaints received and within compliance regulations in each country.
- Retention duties: in order to maintain portfolio the team will manage cancellation requests.
- Call monitoring and quality review in order to rate Team Performance.
- Build relations with internal departments to ensure all resources are utilized to the benefit of the customer, working within the regional benefits and reaching out to relevant service partners where necessary.
- Identify potential process improvements and make recommendations to Team manager.
- Actively support other team members and provide resource to enable all team goals to be achieved.
- Escalation of customer complaints
- Point of contact for nominated country clients

**Key Skill and Knowledge**

Experience Required:

- Experience in Life Insurance products, claims environment and customer service focused organization.
- Experience on all level Complaints resolution.
- Experience of working in a Contact Centre environment.
- Ability to meet/exceed targets and manage multiple priorities.
- ** Swedish native speaker with a good knowledge of English language**. Any other European language will be a plus.
- Must possess excellent attention to detail, with a high level of accuracy.
- Strong interpersonal skills with excellent verbal and written communication to internal and external clients.
- Desirable Commercial skills
- Ability to work under own initiative and proactive in recommending and implementing process improvements.
- Ability to organize, prioritize and manage workflow to meet individual and team requirements
- Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.

**Key Competencies**
- Conflict management
- Customer focus
- Problem solving

**About Cigna Healthcare**

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.
- 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._

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