[Hiring] Client Service Advocate @The Cigna Group

Role Description

The Client Service Advocate is a support role directly aligned to the Supplemental Health Account Executive Team responsible for supporting all aspects of account management related to Supplemental Health products (Accidental Injury, Critical Illness, Hospital Care) for all market segments. Overall responsibility is to support the Account Executive by assisting in the day-to-day functions needed to maintain a best in class customer experience. The role will have external facing responsibilities with Clients and Brokers on client inquiries and resolving issues. Knowledge of operating tools is critical, attention to detail, accuracy and ability to work under tight time constraints are necessary.

Job Responsibilities

• Support Account Executives with incoming inquiries from existing clients and brokers.
• Gather critical information, swiftly assess type of inquiry and the level of complexity and determine to process or direct the work to the appropriate teams for resolution.
• Interact professionally with clear, effective communication and set the appropriate expectations on timeline of deliverables.
• Provide updates to client and Account Executives on status and resolution.
• Leverage internal resources and use independent judgement and discretion to resolve complex client inquiries and solve non-routine problems, ensuring client satisfaction with products and services.
• Manage and monitor requests within internal systems and refer changes to the appropriate support team, while still maintaining oversight of delivery for timeliness and accuracy.
• Develop and maintain effective business partnerships to ensure service issues are managed proactively; communicated clearly, accurately and effectively with all business partners.
• Coordinate with internal business partners to ensure client needs are met and potential problems are averted.
• Partner with Account Executives to support the preparation of client materials to educate, train and inform on benefits, services, and self-administration tools for billing and reporting.
• Participate in regularly scheduled feedback and information exchange sessions with key business partners.
• Collaborate with other Client Service Advocates to determine, operationalize, and manage change/adoption of best practices across the book of business.
• Support Account Executives and Sales team in achieving their business goals and objectives in persistency, profitability and growth.

Qualifications

• BA/BS Degree or equivalent previously related work experience; minimum of 4 years’ experience in client/customer service insurance environment.
• Working knowledge of insurance products (Accidental Injury, Critical Illness and Hospital Care) preferred.
• Self-motivated individual with the ability to multi-task, manage and resolve issues with a take charge attitude to support client needs.
• Ability to navigate and develop relationships with all internal business partners.
• Demonstrate active listening, written, and verbal communication and presentation skills.
• Excellent organizational and time management skills with a strong attention to detail.
• Effective collaboration and problem-solving skills required.
• Strong working knowledge of Microsoft Outlook, Word, Excel, PowerPoint, Access and Internet Explorer are required.
• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Requirements

• Annual salary of 56,600 - 94,300 USD / yearly, depending on relevant factors, including experience and geographic location.
• Eligible to participate in an annual bonus plan.

Benefits

• Comprehensive range of benefits focused on supporting your whole health.
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs starting on day one of employment.
• 401(k) and company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.