Customer Service Representative (Dutch Speaker) - CIEB
Greenock
Band 1
Purpose of the job/Key Objective:
Maintain high levels of customer satisfaction by dealing with member/client enquiries
in an effective and timely manner conversing in either Dutch or English. To offer
the highest possible level of service to all our customers thereby assisting in
retaining existing business and improving our persistency levels by maintaining
excellent productivity and accuracy.
Duties & Responsibilities:
- Respond to all customer enquiries relating to eligibility, plan
benefit coverage, claims status, policy terms and conditions and strive for first
call resolution
- Communicate regularly with members, providers and our partners
regarding treatment plans and claims costs
- Provide payment guarantees as required to members, clients and
providers
- Achieve / exceed set productivity and quality standards
- Interface
effectively with internal colleagues, the client management
team, the medical team staff etc... to resolve customer issues
- Maintain accurate records and files as required
- Actively support other team members and the achievement of team
objectives
- Provide support to less experienced Customer Service Agents
- Identify potential process
improvements and make recommendations
to Team Leader
Skills/Attributes:
- The ability to converse in both Dutch and English
- Strong customer focus with ability to identify and solve problems
- Excellent interpersonal skills
- Good verbal and written 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
- Regulatory awareness
Experienced Required:
- Experience in an administrative or claims environment
- PC literate
- Experience in a customer service environment
Education/professional qualifications required:
- Preferably hold English and Arithmetic qualifications
If you would like to apply for this position, please submit a written application
in the form of a current CV and covering letter outlining your suitability for this
role to Margaret Buchan HR Department, 1 Knowe Road, Greenock
PA15 4RJ. Alternatively,
you can apply online at UKRecruitment@CIGNA.com.
Please note the closing date for applications is 16 May
2008.