European Claims & CS Assessor
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, you 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 ensure compliance with regulations in each country.
Retention duties: To maintain the portfolio, the team will manage cancellation requests.
Call monitoring and quality review 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 the 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 Knowledge
Experience in life insurance products, claims environment, and customer service-focused organizations.
Experience in all levels of complaints resolution.
Experience of working in a contact center environment.
Ability to meet/exceed targets and manage multiple priorities.
Advanced level of German or native speaker.
Advanced level of English or native speaker.
Any other European language will be a plus.
Must possess excellent attention to detail, with a high level of accuracy.
Desirable Commercial Skills
Ability to work under own initiative and be 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
Please ensure you gain your manager's approval and that you meet all criteria within the recruitment policy before applying.
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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