Cigna Customer Service Representative Location : Madrid, Spain.
Role Purpose :
Provide the highest levels of customer service, striving for first contact resolution, responding within given timelines.
Respond within the time commitment given to enquiries regarding claims status and perform necessary action as required, with first call resolution where possible.
Manage all the administration tasks related to the position : E-mail, Post, Fax, Fulfilment, etc...
Manage all Complaints received and compliance the existing 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.
Give support to other areas : Billing, Legal, System Admin, Finance, etc...
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 Leader
Actively support other team members and provide resource to enable all team goals to be achieved.
Any other European language will be a plus.