Retentions & Sales Support Specialist – Global Individual Health

Role Overview

Retentions & Sales Support Specialist – Global Individual Health at Cigna. This is a support role within the Sales job family, providing operational, administrative, and customer service support to the Retention and Distribution teams.

Company Overview

Cigna Healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. The company delivers quality health care through choice, predictability, affordability, and integrated capabilities and connected, personalized solutions that advance whole person health. Cigna's mission is to help customers improve their health, well-being, and sense of security by providing access to care through a whole health approach focused on addressing health concerns, improving resilience, reducing stress levels, and emotional health issues.

Role Purpose

This role contributes to customer satisfaction, policy renewals, and retention outcomes by providing operational and administrative support to retention and distribution teams. You will coordinate activities across internal stakeholders, brokers, and customers to ensure timely resolution of requests, effective broker engagement, achievement of monthly targets, and efficient management of renewal processes.

Key Responsibilities

Renewal & Retention Support

• Support renewal and retention activities through effective tracking, coordination, and follow-up of customer requests and policy renewal requirements.
• Assist with customer outreach activities related to renewals, policy servicing, service requests, and customer retention initiatives.
• Support the achievement of monthly retention, renewal, and productivity targets through proactive follow-up, pipeline monitoring, and escalation of critical issues.
• Monitor renewal pipelines and customer accounts to identify outstanding actions, service issues, or risks that may impact retention performance.

Broker & Stakeholder Engagement

• Act as a key point of coordination between brokers, customers, underwriting, operations, customer service, and other internal stakeholders to facilitate timely completion of renewal activities.
• Maintain regular engagement with assigned brokers and distribution partners to support business retention objectives and ensure a high level of service delivery.
• Coordinate broker communications related to renewals, servicing requests, documentation requirements, and retention initiatives.
• Build and maintain positive relationships with internal and external stakeholders to support customer retention and service excellence.

Performance & Analytics

• Track broker performance and renewal activity metrics and prepare insights to support business planning and retention strategies.
• Prepare and maintain periodic reports, dashboards, and analysis related to retention performance, broker activity, service levels, and customer outcomes.
• Monitor activity, identify trends, and support performance management.

Operations & Administration

• Support complaint and escalation management by coordinating investigations, follow-up actions, stakeholder communications, and timely updates.
• Maintain data integrity and accuracy across relevant systems and support process improvement initiatives to enhance operational efficiency and customer experience.
• Provide general administrative and operational support to the wider Individual Distribution team.

Qualifications & Experience

• Bachelor's degree or equivalent combination of education and experience preferred.
• Experience in insurance, customer service, sales support, policy administration, or related operational functions preferred.
• General knowledge of insurance products, policy administration processes, customer service principles, and retention activities.
• Understanding of broker distribution channels, intermediary relationships, and broker engagement practices within the insurance industry.

Skills & Competencies

• Strong organizational, coordination, and time-management skills with the ability to manage multiple priorities independently.
• Excellent communication, relationship-building, and stakeholder management skills.
• Commercial awareness with an understanding of retention, renewal, monthly targets, and customer satisfaction objectives.
• Analytical and reporting skills with the ability to monitor activity, identify trends, and support performance management.
• Experience using CRM systems, business systems, and reporting tools for tracking, reporting, and performance management purposes.
• Proficiency in Microsoft Office applications, particularly Excel.

Additional Information

• Works under general supervision and prioritizes own workload to meet agreed service standards, monthly performance targets, and operational deadlines.
• The role focuses on operational support and customer retention enablement rather than direct sales ownership or portfolio management.
• 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.