Customer Service Representative - 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.
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.
Requirements of the role:
- 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:
- 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
Experience required:
- 1 – 2 years experience in an administrative or claims environment
- PC literate
- Experience in a customer service environment Language skills beneficial,
of particular interest are Dutch, Finnish, French, Spanish and German
Education/professional qualifications required:
- Prefer if hold English and Arithmetic qualification
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 Friday 29th August 2008.