
Cigna
Industry Insurance
Careers at Cigna
(Jobs is regularly updated)
About Cigna
Industry Insurance
Founded1974
Type Public
Address Antwerpen
Customer Service Representative
Job Type Full Time
Qualification Diploma
Location Nairobi
Job Field Customer Care
Role Summary
Our customer service team manages customer-queries through different communication channels (mainly email and phone) providing timely resolutions and pleasant customer experiences.
The Role & Responsibilities:
We are currently looking for a customer service representative (CSR) to join our young and dynamic team. The responsibilities of the role include (but are not limited to):
- Managing day to day queries from Cigna’s customers whilst putting the service experience at the center of all activities.
- Adhering to the productivity and quality standards set by the management team.
- Taking full ownership of all cases and following through up to the end. When required, scheduling follow-ups to keep the customer in the know regarding the progress of their query.
- Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
- Handling and processing of medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular).
- Obtaining & maintaining expert knowledge about all relevant tools, processes and documentations, but seeking advice from supervisors and higher management when needed.
- Liaising with other department where required for the resolution of a query (claims analysts, medical advisers, finance department etc.).
- In case you speak foreign languages, communicating with our customers in those specific languages (including the occasional translation of documents).
What we are looking for:
- Bachelor or Diploma in business related field.
- Previous Customer Service Experience desired (ideally Contact Center).
- Good knowledge of MS Office and ability to learn new software applications quickly.
- Good and active knowledge of other languages is a plus.
Other skills and characteristics of a successful candidate:·
- Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate ambiguity.
- Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customer in distress is highly desirable.
- Accuracy: High attention to details and a desire to work faultlessly.
- Efficiency: Ability to work quickly through customer requests maintaining high quality standards.
- Team player: Embraces and promotes a co-operative and friendly work-environment in an international and inclusive team.
- Discreet: works discreetly with confidential (medical) information.
- High resilience to work under pressure & the ability to multi-task
Applicants should:
- Be able to commit to 45 hours/week.
- Be available to work rotational shifts covering 24 hours per day, 7 days per week.
- Be available to support on weekend rotations.
- Be able to commit to a 6-week induction training from our start date within the office.
OUR OFFER
- A challenging job in an international and growing enterprise.
- A dynamic, and entrepreneurial company culture that values and stimulates initiative.
- Attractive salary conditions with extra-legal benefits.
General Clerk Associate Representative
Job Type Full Time
Qualification Diploma
Location Nairobi
Job Field Administration / Secretarial
Job Description*
Responsible for organizing and processing the flow of incoming and outgoing documents (paper & electronic) in a back-office environment. The candidate ensures there is consistency in timely delivery of quality and quantity to meet set parameters measures to meet Service Level Agreements
Responsibilities
- Receiving and documenting claims both electronic and paper claims
- Sorting, processing, and vetting claims firsthand for claims payment and ensuring they are accurately assigned.
- File management and classification of data and supporting reporting compilation.
- Electronic transfer of received claims to the various platforms.
- Managing the flow between members and provider claims
- Processing member and provider claims within stipulated Turn Around Times
- Managing the different channels through which claims are received.
- Cross reference of emails received from members and providers for further processing.
- Any other tasks as allocated.
Requirements*:
- Active language knowledge of at least English (additional languages are a plus)
- Executes assignments accurately and pays attention to detail.
- Ability to plan and organize tasks independently.
- Excellent time management skills with ability to continuously prioritize set tasks accordingly.
- Upholds utmost discretion when handling confidential information.
- Ability to handle large quantities of paper and electronic documents.
- Works to deliver consistently even under pressure.
- Self-Driven and can work with little or no supervision.
- Ability to work collaboratively within a team.
- Proficient in the use of Spreadsheets, word-processing and associated office IT Skills with CRM systems (e.g.) Salesforce with accurate data inputting.
- Accountability – assumes ownership for achieving personal results.
- Customer focused while executing mundane tasks.
- Copes well in a changing environment
Education*: new Diploma and Bachelor’s degree (Any) – medical, Paramedical, Commerce, Statistics, Mathematics, Economics or Science, guided by job market
Experience Range*: Role open to new or early career Diploma and bachelor’s degree, guided by job market
Foundational Skills* –
- Routine Operations Tasks execution
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To apply for this job please visit cigna.wd5.myworkdayjobs.com.