Loyalty Account Manager - Cigna Healthcare

Role Overview

Loyalty Account Manager at Cigna Healthcare. This role is responsible for managing an existing customer base to achieve persistency targets through proactive engagement and retention strategies.

Company Overview

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. The organization guides 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.

Role Purpose

To manage a personal book of business, proactively build customer loyalty during the policy year and at renewal, handle cancellation inquiries before customers leave, and deliver retention outcomes that contribute to organizational persistency targets.

Key Responsibilities

Customer Management & Retention

• Manage your own customer base with accountability for persistency outcomes.
• Proactively call your book to perform mid-year and renewal check-ins.
• Handle inbound and outbound calls from customers who have expressed a desire to cancel their policy either at mid-term or at renewal.
• Change or discount policy where necessary to prevent customer departure.
• Retain with integrity and treat customers fairly.
• Adhere to cancellation and contact SLAs.

Objection Handling & Problem Solving

• Objection handle customers who decide to leave or stop making payments.
• Interface effectively with internal colleagues, the client management team, and medical staff to resolve customer issues.
• Handle customer queries proactively to address concerns before customers consider leaving.

Sales & Upsell

• Spot potential upsell opportunities and deliver on these.
• Follow contact strategy designed to maximize contact.

Customer Engagement & Communication

• Personally engage with clients by sending out communications and videos to help them see the value in their policy.
• Communicate regularly with team members.

Compliance & Quality

• Adhere to regulatory targets within territorial limits.
• Adhere to Quality Assurance guidelines.
• Obtain and share regulatory required documentation.
• Maintain accurate records and files as required.

Performance & Continuous Improvement

• Achieve persistency and other KPIs pre-determined by management.
• Contribute towards overall business persistency targets.
• Achieve and exceed set productivity and quality standards.
• Identify potential process improvements and make recommendations to management.

Team Support

• Actively support other team members and the achievement of team objectives.
• Provide support to less experienced team members.
• Carry out other ad hoc tasks as required to meet business needs.

Qualifications & Experience

• 1 to 2 years' experience in health industry, insurance background, or outbound sales background.
• Proven track record in telemarketing, both inbound and outbound, ideally in a non-advised sales process.

Skills & Competencies

• Organization of workload and prioritizing your day.
• Strong customer focus with ability to identify and solve problems.
• Strong objection handling skills.
• Excellent interpersonal skills.
• Good verbal and written communication.
• Ability to exercise judgment.
• Ability to work well in a team environment.
• Basic system navigation and Microsoft application skills.
• Good keyboard skills.
• Regulatory awareness.
• Drive for results.
• Listening.
• Peer relationships.
• Personal learning.
• Priority setting.
• Problem solving.

Additional Information

Reports to the Retentions Team Manager.

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.