JOB DESCRIPTION
At 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, you will be responsible for managing new claims from start to end.
Responsibilities: 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: manage cancellation requests to maintain the portfolio.
Call monitoring and quality review to rate Team Performance.
Build relations with internal departments to utilize all resources for customer benefit.
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 Knowledge: Experience Required: Experience in Life Insurance products, claims environment, and customer service focused organization.
Experience in all level complaints resolution.
Experience 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 the English language; any other European language is 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 proactively recommend and implement 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
Learning and applying quickly
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.
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