.JOB DESCRIPTIONAt this level, role holders manage all level complaints and deal with customers, providers and other third parties when required using any of the communication channels provided such as phone or email. The claim assessor reports directly to the Claims Manager of the section.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 for 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 the 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 resources to enable all team goals to be achieved.Escalation of customer complaints.Point of contact for nominated country clients.Key Skills and KnowledgeExperience 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.Proficient in Microsoft Office applications.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 CompetenciesConflict managementCustomer focusLearning and applying quicklyProblem solvingAbout Cigna HealthcareCigna 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
