Main Duties / Responsibilities
Drive performance improvement specifically relating to Persistency including Renewal Retention, Cancel from Inception and mid-term cancellations.
Upselling of policies to existing customers
Work with management to design, propose and implement innovative solutions to enhance performance
Drive the customer contact strategy, alongside Marketing, to deliver high levels of customer satisfaction and use of propensity models to identify potential leavers.
Investigate, present and where appropriate implement enhancement initiatives to secure positive impacts across persistency and customer satisfaction metrics.
Monitor and report on work levels and control work flow
Identify shortfalls in process performances and work with quality/business teams contributing o improvement related projects where necessary so that the continuous cycle of improvement is maintained.
Provide Regular reporting and information around key metrics, including presenting this to members of senior management where required.
Skills & Experience
Strong customer focus with ability to identify and solve problems
Strong interpersonal skills with excellent written and verbal communication
Ability to exercise judgement
Ability to organise, prioritise and manage workflow
The ability to work well in a team environment
Basic system navigation and Microsoft application skills
Good keyboard skills
Experience of an advised sales process
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
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