Job description
Role Overview
Telesales Executive at Cigna, reporting to the Telesales Manager. This role typically reports to international markets.
Company Overview
Cigna Healthcare is a global health service company serving more than 180 million customers and patients throughout the world. The organization 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. The company champions teamwork and collaboration and empowers people with cutting-edge technology to drive efficiency and amplify their impact.
Role Purpose
Handle incoming queries from web-based customers and generate outbound sales through calls to website-generated leads. Deliver basic technical and administrative sales tasks while working to close sales, problem-solve and ensure an accurate, efficient and smooth sales process.
Key Responsibilities
Customer Service & Sales
- Respond to all customer inbound and internet enquiries relating to eligibility, plan benefit coverage, policy terms and conditions and strive for first call resolution
- Handle incoming queries from web-based customers to meet their needs with the goal of closing the sale
- Generate sales through outbound calls to leads generated via the website
- Achieve sales targets pre-determined by management
- Achieve and exceed set productivity and quality standards
- Sell with integrity and treat customers fairly
Operations & Process
- Communicate regularly with members
- Maintain accurate records and files as required
- Use computerized systems for tracking, information gathering and troubleshooting
- Adhere to regulatory targets within territorial limits
- Answer inquiries and resolve problems
Stakeholder Management & Collaboration
- Interface effectively with internal colleagues, the client management team and the medical team staff to resolve customer issues
- Actively support other team members and the achievement of team objectives
- Provide support to less experienced team members
Continuous Improvement
- Identify potential process improvements and make recommendations to Team Leader
- Carry out other ad hoc tasks as required to meet business needs
Qualifications & Experience
- Proven track record in telemarketing insurance sales inbound and outbound, ideally in an advised sales process
- One to two years' experience in health industry, insurance background or outbound sales background
Skills & Competencies
- Strong customer focus with ability to identify and solve problems
- Excellent interpersonal skills
- Good verbal and written communication
- Ability to exercise judgement
- Ability to organise, prioritise and manage workflow
- 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
- This role is eligible for sales incentive compensation
- Ability to demonstrate sales experience within a highly regulated environment required
- 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