The job profile for this position is Client Account Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Please note: This is a hybrid role, which will require the incumbent candidate to come into the local Cigna office up to three days per week.

The Client Account Support Senior Analyst is responsible for responding to complex service inquiries including post sale support for new and existing clients. Manages solving non-routine problems using independent judgment and discretion and ensuring client satisfaction with products and the overall service experience. Coordinates with Client Managers to ensure service needs are met and potential problems are averted.

This role will require consultative thinking when decisions are needed in real time and for brokers or clients. These decisions or explanations may include how benefits are administered across platforms, the intricacies of specific products and how our networks work. The person in this role must be able to balance capability with client desire and set expectations appropriately with new and existing clients.

Roles and Responsibilities

• Demonstrates thorough business knowledge about product and service offerings and supports 
  rollout of organizational initiatives
• Responsible for resolving complex inquiries, delegated tasks, solving non-routine problems, and 
  ensuring satisfaction with products and service for the Senior/Strategic Client Management team.
• Develops an individual relationship with and interacts directly with strategic clients and 
  brokers, with guidance from Client Manager
• Travels alongside Client Manager to attend and present topics in internal and external client 
  meetings
• Organizes and facilitates the WebEx for Client or Broker meetings
• Provides point of contact back up telephonic and email support for client manager
• Manage and deliver host of reports directly to clients and brokers. Assists with analytical 
  assessments
• Provide response to emails and/or voice mails within 24 hours
• Compliance with all mandatory training to broaden knowledge base and gain expertise. Completes 
  work in advance of deadlines and with expected passing requirements
• Will work as a Cigna Global broker advocate as an internal partner to support a high touch 
  broker
• Supports all ad hoc Client Management Salesforce.com reporting requests
• Responsible for supporting the training and onboarding of associates. May lead initiatives and 
  guidance for all lower-level associates; this includes training sessions for new processes and up 
  training as needed to refresh current processes- as delegated by Team Leader or Director
• May act as a technical resource that will create and maintain training materials. As a 
  co-creator with Team Lead
• Provides NA Project Team partnership/support with development and documentation of the new or 
  updated policy and procedures for Client Management

Qualifications

• 2-5 years of experience in a client service support role, preferably supporting client management teams. Includes excellent presentation, communication skills. (written and verbal); Bachelor’s degree or equivalent experience preferred
• Strong organization skills, self-directed with a high level of personal accountability and responsibility; strong analytical and research skills with a high attention to detail
• Remarkable resourcefulness and thorough agile response with managing through situational ambiguity
• Possesses astute knowledge of Cigna Global products; understands CIGNA's administrative processes and broad business objective
• Excellent time management skills and enjoy working in a fast-paced environment
• Thorough understanding of multiple software and system-based applications such as Microsoft Office database(Excel, PowerPoint, Word, sales tracking systems)

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.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.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.