Customer Service Associate for Cigna
Some responsibilities include:
The Customer Care Advocate is responsible for providing a high level of customer service, quality and accuracy when taking in-bound calls from our customers. Customer Care Advocates provide first call resolution when responding to a variety of customer inquiries pertaining to Short Term and Long Term Disability Leaves and Benefits.
Responds with a sense of urgency to inquiries from policy holders, providers and/or others for information and assistance regarding insurance claims, benefits and policies.
Proactively investigates and resolves complex customer service issues, calls, and complaints.
Uses critical thinking when problem solving, ensuring customer satisfaction and adherence to company policies.
Establishes clear call expectations & explanations, follows-up as promised, actively listens and probes for clarification so as to better provide guidance.
Interprets & explains policy provisions to the customer’s satisfaction and level of understanding.
Able to de-escalate callers and appropriately address sensitive issues while communicating information in as tactful and positive a manner as possible.
Maintains a high level of confidentiality across all interactions in adherence with all privacy regulations and requirements.
Seamlessly incorporates Cigna’s “The Words We Use” into all internal and external interactions and communication.
Able to handle a large volume of calls and work in a high pressure call environment.
Able to meet and work within service center metric requirements including Average Handle Time, After Call Work, Quality and Schedule Adherence.
Active participation in staff meetings and learning activities.
Completing additional tasks and projects as assigned.
High School diploma required.
Working knowledge of basic computer functions including Microsoft products, internet research and email communication.
Able to navigate between multiple software systems or applications with relative ease.
Strong verbal and written communication and interpersonal skills required.
Ability to prioritize multiple tasks and duties.
One year of experience in a Customer Service environment interacting with a culturally diverse population a plus.
Bilingual in Spanish is a plus.
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