UK Customer Service & Claims Assessor

Job description

At this level, role holders manage all level complaints and deal with customers, providers and other third parties when required using any of the communication channels provided such as phone or email. The claim assessor reports directly to the Customer Service Manager of the section.

Role Purpose:

• Provide the highest level of customer service, striving for first contact resolution, responding within given timelines.
• Good breadth of knowledge on product types and the ability to respond to claims. Reporting to the Claims Manager will be responsible of managing new claims from start to end.
• Manage all the administration tasks related to the position: E-mail, Post, Fax, Fulfilment, etc...
• Manage all Complaints received and within compliance regulations in each country.
• Retention duties: in order to maintain portfolio the team will manage cancellation requests.
• Call monitoring and quality review in order to rate Team Performance.
• Build relations with internal departments to ensure all resources are utilized to the benefit of the customer, working within the regional benefits and reaching out to relevant service partners where necessary.
• Identify potential process improvements and make recommendations to Team manager.
• Actively support other team members and provide resource to enable all team goals to be achieved.
• Escalation of customer complaints
• Point of contact for nominated country clients

Key Skill and Knowledge

• Experience in Life Insurance products, claims environment and customer service focused organization.
• Experience on all level Complaints resolution.
• Experience of working in a Contact Centre environment.
• Ability to meet/exceed targets and manage multiple priorities.
• Proficient in Microsoft Office applications.
• Advance level of German or native speaker.
• Advance level of English or native speaker. Any other European language will be a plus.
• Must possess excellent attention to detail, with a high level of accuracy.
• Strong interpersonal skills with excellent verbal and written communication to internal and external clients.
• Desirable Commercial skills
• Ability to work under own initiative and proactive in recommending and implementing process improvements.
• Ability to organize, prioritize and manage workflow to meet individual and team requirements
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.

Key Competencies

• Conflict management
• Customer focus
• Learning and applying quickly
• Problem solving

 Please ensure you gain your manager’s approval and that you meet all criteria within the recruitment policy before applying.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.