Cigna Hiring for EGS Complaint Handler Job at Anvers Full Time

As a Complaint Handler for Europe and Global Segments, you will responsible for investigating complaints and using the insights gained from your analysis to drive improvements in our business. With an empathetic nature, you will take ownership of the customer’s concerns to ensure these are fully resolved in line with regulatory requirements. You will work collaboratively as a team as well as partner with our key stakeholders to share insights and suggest improvements.

What you’ll do:
Accurately log and acknowledge complaints within agreed timelines

Take ownership of complaint investigations to identify the root cause

Support your colleagues on complaints and other defined tasks to achieve internal and external targets

Conduct detailed, thorough and qualitative root cause analysis to provide meaningful insights, leading to corrective actions and process improvements

Maximise insights gained on the member journey from customer outreaches performed, with a view to learning from and improving customer experience

Partner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution

Highlight key trends to management along with suggested improvement opportunities, sharing best practices to align our processes effectively

Support customers to make sure their concerns are addressed and resolved effectively

Take shared accountability of volumes and turn-around times, working with colleagues to ensure complaints are acknowledged and addressed within regulatory timelines, highlighting any concerns to management immediately

Build effective relations with internal departments to ensure all resources are utilised to the benefit of the customer and aid timely responses

Carry out any ad-hoc tasks as required to meet the business needs

What you’ll bring:
Experience of working within the financial services/insurance sectors

Proven track record of delivering high quality customer service

Excellent communication skills

Proficient in Microsoft Office

Inquisitive nature with a desire to identify root causes and resolve customer concerns

Passion about taking ownership of the customer experience and enhance it at every opportunity

Excellent communication and organisational skills with ability to prioritise and re-organise workload at short notice, balancing various tasks at once while achieving deadlines

Ability to assertively engage with internal and external customers at all levels

Target orientated, meeting timelines and deliverables

Ability to work efficiently with both speed and accuracy when performing tasks

Customer centricity with the ability to be diplomatic and empathetic, while following processes and guidelines

Motivation, resilience and excellent team working skills

Strong analytical and problem solving skills

Ability to identify areas of improvement across the business, with a view to assist in creating and implementing solutions

Confidence to constructively challenge decisions if necessary

Ability to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues

Confidence to manage conflict and find workable solutions

Ability to work under own initiative and be proactive in recommending and implementing process improvements

Demonstrable knowledge of FCA complaint handling, although not essential as training will be provided

Why join our team?

You’ll be part of a truly global team with a wide range of experience and knowledge

You’ll be warmly welcomed and be supported from your induction, throughout your journey with us

You can continue to enjoy working from the comfort of your own home, with occasional visits to your local office

Continued attractive benefits package

You’ll have a great sense of achievement by resolving customer concerns, making a difference to their lives and improving the customer experience

You’ll receive training on regulatory guidelines and complaint handling processes

You’ll have the opportunity to further develop your skills and business knowledge

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.