Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE THE CIGNA GROUP ABOUT CIGNA The Cigna Group is a global health service organization serving over 170 million customer and patient relationships across more than 30 countries. With a workforce exceeding 74,000 employees, Cigna is dedicated to improving health, well-being, and peace of mind through connected, personalized solutions that address whole-person health. Our European division brings over 60 years of expertise in designing and managing international group health insurance and employee benefits programs, with dedicated offices across the United Kingdom, Belgium, Spain, Kenya, Dubai, the United States, and Malaysia. THE ROLE As a Customer Service Representative, you will be the primary point of contact for designated client accounts and contracts. Your responsibilities will encompass managing day-to-day client communications across multiple channels—primarily email and phone—while ensuring all interactions are timely, accurate, and complete. You will work as part of a hybrid team, balancing simultaneous email and call handling based on daily workflow demands. KEY RESPONSIBILITIES You will manage client and insurer communications through email, phone, and letter correspondence, with particular focus on email and phone channels. Your day-to-day duties include answering client calls, documenting interactions in our system, and providing immediate email follow-up rather than reassigning tasks. You will coordinate and monitor follow-ups for assigned contracts, maintaining oversight of personal queues to address cases where replies have been received. Taking full ownership of assigned emails, you will complete all necessary actions before end of business. You will monitor call queues proactively to ensure no inquiries go unanswered or abandoned. Your responsibilities also include reviewing medical reports submitted by clients to determine eligibility for Initial Letters of Guarantee and verifying completeness of reimbursement documents before assignment to our Claims Team. You will maintain accurate records, identify workflow optimization opportunities to meet set targets, and translate communications and documents as needed. Additionally, you will handle customer complaints by analyzing root causes and recommending improvements to enhance satisfaction. You will work according to established priorities to meet key performance indicators including average speed of answer, turnaround time, and net promoter score. You will support supervisors with presentations, analyses, and statistics while providing necessary information to clients, insurers, and internal departments including Customer Services, Finance, Accounting, Marketing, and Communication. REQUIRED QUALIFICATIONS You hold a bachelor's degree or equivalent professional experience, with studies in translation, interpreting, or foreign languages being highly valued. You bring a minimum of one year in related customer service experience, specifically involving call handling and client email response. English is your primary language. You demonstrate strong decision-making ability, taking appropriate action on assigned files while communicating decisions clearly in writing. Your communication skills are excellent, with meticulous accuracy when providing information via email. You are disciplined in following procedures and document workflows, balancing quality and quantity efficiently. You work effectively as a team member, provide constructive feedback, and quickly learn office applications. Your discretion in handling confidential medical information is impeccable. WORKING REQUIREMENTS This position operates on a rotational shift schedule covering Monday through Sunday, with five working days and two days off weekly. You will work nine hours daily on shifts ranging from early (7:00 AM – 5:00 PM) to late (3:00 PM – 2:00 AM), with shifts spanning weekdays, weekends, and public holidays. You must demonstrate willingness to volunteer for overtime during off days, holidays, and after regular working hours. You will work in a hybrid arrangement, splitting time between office and remote locations. A high-speed dedicated Wi-Fi connection is mandatory for work-from-home days. EQUAL OPPORTUNITY COMMITMENT The Cigna Group considers all qualified applicants without regard to race, color, age, disability, sex, childbirth, sexual orientation, gender identity, veteran status, religion, national origin, ancestry, marital status, genetic information, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.