Customer Service Representative at Cigna

What are your main responsibilities?

You are responsible for the client communication for designated account relationships and Contracts. You are required to response to the client on timely manner providing full and accurate information in one go.

KEY AREAS:

• Communication management in day to day queries of our clients and insurers through different channels (Email, Phone ,Letter and Chat) .The main communication channel will be Emails and Calls.
• As a Hybrid team, you require to manage customer interactions through Emails and Calls at the same time.  You require to multitask between both channels based on Email and Call inflow and based on the requirements in the daily planning.
• Think about and contribute to using the most efficient communication channels (phone, e-mail, letter)
• Coordinate and ensure follow-ups of the assigned contracts/clients.
• Answering call from client and advising on the necessary information. To log call in the system and respond via email immediately over the call instead of assigning the task back to the queue.
• Follow up on personal queue for the cases where we received reply.
• Taking ownership on the emails assigned and to complete the necessary before end of business.
• Monitoring Queue to see if there is any queued call which require to be answered instead of allowing the call to drop or abandon.
• Check on medical reports submitted by client and see if we can approve Initial Letter of Guarantee to the provider.
• Check if the complete Reimbursement documents has been submitted before assigning case to Claims Team.
• Keep records and filing up to date.
• Pro-actively optimizing the unit’s workflows to achieve set targets.
• Translate communications, medical reports or other documents if needed.
• Work according to the priorities indicated in the work plan and in order to keep under track the different KPIs (ASA, TAT, NPS, etc)
• Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.

Relations to other positions

• Assist the Supervisor and Senior Supervisor in several tasks (e.g. preparation of presentations, preparation of analyses, Statistics)
• Provide all necessary information to the involved parties: clients, insurers, the International Customer Services, Finance and Accounting Marketing and Communication.
• Contribute to maintaining a co-operative and friendly working environment.
• Inform Supervisors and Senior Supervisors on problems and inefficiencies.

What skills do you need?​

• Minimum One year or more experience in any related field (Customer Service – Handling calls and responding to client on free text email basis)
• Bachelor or Diploma in business related field: Translation and interpreting or foreign languages studies highly valued.
• Previous Customer Service Experience desired (ideally Contact Center).​​
• Primary language will be English, but fluency in a foreign language (ideally French, German, Portuguese, Spanish) is an added advantage
• Skillful in taking decisions ,takes the right action on allocated files based on the available information and providing the decision in written to client ensuring all relevant information is clear.
• Excellent communication skills.
• Accurate: works accurately when providing information to client via written email
• Discipline: pays attention to procedures, agreements and document flows.
• Efficient: finds a good balance between quality and quantity.
• Team player: Able to work in a team and provide feedback on how to improve from time to time.
• Skillful with computer programs: readily learns the ropes in the use of current office applications
• Discreet: works discreetly with confidential (medical) information.

Working Requirement: 

• Able to work in rotational shift hours during weekdays and weekends and public holidays.
• Shift Rotation Monday till Sunday, 5 days a week, 9 hours a day, shift starts any 9 hours from as early as 6am Nairobi time and ends at 3am. 5 days work and 2 days OFF over period of a week.
• Willing to volunteer for OT during Off days, Holidays and after working hours.
• Able to work from home and from office - high speed dedicated  Wi-Fi connection at home (Compulsory)
• Be able to commit to a 6-week induction training from our start date within the office.