Loyalty Team Retentions Representative
Earn an uncapped & competitive bonus and join a growing international healthcare insurance company!
In order to service our international client base, you must be able to work various shift patterns during a 24-hour working day, 7 days per week.
About Cigna:
Do you love speaking to customer to help them find the product they need? Have you worked in sales or retentions in a highly regulatory environment? You might be the just the person we are looking for!
Cigna is a global health service company dedicated to helping people improve their health, well-being and sense of security.
As an employee we care about your career health too. That’s why when you work with us, you can count on a different kind of career - you’ll make a difference, learn a lot, and change the way people think about health insurance.
The Position:
Reporting to the Head of Global Retentions, you will be responsible for handling cancellation queries from customers, with the goal of retaining the business and achieving persistency targets.
Main Duties / Responsibilities
- Handle Inbound and outbound calls with customers who have expressed desire to cancel their policy
- Contact customers who want to cancel mid-term or at renewal
- Adhere to our cancellation and contact SLA’s
- Spot potential upsell opportunities and deliver on these
- Change or discount policy where necessary to prevent customer from leaving
- Achieve retentions targets pre-determined by management
- Contribute towards overall business persistency targets
- Obtain regulatory required documentation (DIFC only)
- Communicate regularly with team members
- Follow contact strategy designed to maximise contact
- Achieve / exceed set productivity and quality standards
- Adhere to regulatory targets within our territorial limits
- Adhere to Quality assurance guidelines
- Retain with integrity and treat customers fairly
- Interface effectively with internal colleagues, the client management team, the medical team staff etc. to resolve customer issues
- Maintain accurate records and files as required
- Actively support other team members and the achievement of team objectives
- Provide support to less experienced team members
- Identify potential process improvements and make recommendations to management.
- To carry out other ad hoc tasks as required to meet business needs
Skills / Experience
- Strong customer focus with ability to identify and solve problems
- Strong objection handling skills
- Ability to organise your day
- Excellent interpersonal skills
- Good verbal and written communication
- Ability to exercise judgement
- Ability to organise, prioritise and manage workflow
- The ability to work well in a team environment
- Basic system navigation and Microsoft application skills
- Good keyboard skills
- Regulatory awareness
- Proven track record in telemarketing, both inbound and outbound, ideally in a Non-advised sales process
- 1 – 2 years’ experience in health industry, insurance background or outbound sales background
Competencies
- Drive for results
- Listening
- Peer relationships
- Personal learning
- Priority setting
- Problem solving
Please ensure that you are able to meet the shift requirement outlined above and also are able to demonstrate on your application your sales/retention experience within a highly regulated environment.
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.
If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.
