Client Advocate

Excited to grow your career?

As a Client Support Analyst, you will be responding to escalations and every day enquiries received either directly from the Client, the Client Service Executive, the Client Management Team or the Sales Team. Your role is to investigate each query thoroughly and to provide feedback and solutions to the client and/or member and the internal stakeholders. You will work in close cooperation with your colleagues in other operations departments (E.g. Claims, Service, Eligibility Team) to ensure a timely response. In addition, you may be looking after a small portfolio of clients including some reporting and webinars.

Your role includes:

• Supporting our Commercial Team (Client Executive/Management/Sales Teams) with any operational escalations or questions from our clients – act as a one-stop shop for our Commercial Team.
• Providing comprehensive feedback that can be translated back to our clients, providing regular updates on the case until the point of resolution.
• Taking full ownership and responsibility to ensure all aspects of the enquiry are clarified and closed with our stakeholders and customer.
• Conduct detailed, thorough and qualitative investigation to provide meaningful insights, leading to corrective actions and process improvements.
• Partner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution.
• Working to resolve all escalations according to the agreed KPIs, ideally within 3 business days, making use of the designated contacts for Client Support and internal network.
• Proactively identify improvement opportunities and provide feedback to operational teams because of the investigation of escalations and through trend analysis.
• Be active in seeking and sharing ideas for innovation in business processes within the operations teams and beyond.
• Proactively flag any risks to the Client Support Manager in processes.
• Delivering member engagement sessions or informational webinars upon request, working along with the Client and Sales teams on the preparation.
• Accurate and diligent documentation of cases per the Client Support guidelines to ensure trend analysis on client escalations.
• Initiate direct contact with member and/or providers when feasible and advantageous to reduce the life cycle of the case.
• Prepare and deliver reports on operational performance to Client Managers and/or Client Service Executives.
• Ensure effective business relationships, both internally and externally to ensure a seamless service delivery.
• Carry out any ad hoc tasks as required to meet the business needs.
• Be compliant with Consumer Duty in all interactions.

Your profile:

• Minimum of two years’ experience in operational roles within Cigna.
• Experience in Claims, Comms and Eligibility are a plus.
• Fluent in English, also other languages such as Spanish/French are a plus.
• Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows.
• Proficient with internal tools, able to use critical thinking to find the best solution to cases.
• Able to be accountable for resolutions and result driven.
• Having a good internal network within operational teams is a plus.
• Experience in complaint management - with a proven track record in improving customer service standards.
• Able to work efficiently as a team to ensure turnaround times are respected.
• Experience working in highly complex cases along with Client Management/Sales with positive outcomes is a plus.
• Excellent organization, planning and prioritization skills.
• Able to seek out best practice to effectively deal with diverse, complex and highly sensitive issues.
• Able to manoeuvre complex situations and deal with several stakeholders at once to reach resolution.
• Ability to prioritise and reorganise workload at short notice, balancing various tasks at once whilst achieving deadlines.
• Customer centricity with the ability to be diplomatic and empathetic, whilst following processes and guidelines.
• Strong analytical and problem-solving skills.
• Confidence to constructively challenge decisions if necessary.
• Ability to take ownership of cases from beginning to end, ensuring a seamless service delivery and 5-star experience.
• Shift: Madrid normal office working hours M-F 9 to 16:45H.

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.