Client Service Executive

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and provide support for a portfolio of business associated with the CGHB National Account Segment.

• Collaborate with Sales to cultivate and maintain client relationships while enhancing Cigna's standing in the global marketplace.

• Manage comprehensive service delivery and address client and customer needs promptly and economically.

• Create tailored service strategies and solutions for plan administration at the case level.

• Prioritize tasks and deliverables to ensure timely and high-quality results.

• Engage with internal matrix partners on escalated matters related to billing, banking, eligibility, customer service, plan setup, and claims payment.

• Conduct root-cause analyses to facilitate first-contact resolution.

• Participate in client meetings to offer insights on intricate client and customer issues.

• Coordinate engagement between Cigna subject-matter experts to implement the client service strategy.

• Oversee issues from initiation to full resolution.

• Collaborate with Sales, Underwriting, and Operations on service strategies tailored to clients, growth opportunities, and retail strategies.

• Provide regular updates to the Sales account management team regarding service issues that may pose risks.

• Monitor client health, account metrics, and performance guarantees.

• Conduct proactive service touchpoints concerning service scorecard/dashboard outcomes.

• Deliver standard service reports to both the account team and the client.

• Analyze data and trends and present findings to the client.

⛳️ Requirements

• A Bachelor's degree is preferred in business administration, business communication, marketing, or a related professional field, or equivalent work experience is required.

• A minimum of four years of experience in account management, account services, sales, or other roles involving significant customer interaction and problem-solving is necessary.

• Ability to effectively engage with and influence key decision-makers and clients through negotiation skills, while managing ambiguity and conflict.

• Strong analytical skills with the capability to design, monitor, and work towards measurable performance targets.

• Experience with Salesforce Service Center and Diamond is preferred.

• Proven experience in delivering customer/producer communications and presenting skills.

• Demonstrated success in negotiations and influencing both internal and external stakeholders.

• Exhibited leadership and motivational skills in a dynamic work environment.

• Willingness to travel as necessary to support client relationships and service delivery.

• For remote work, a cable broadband or fiber optic internet connection with at least 10Mbps download and 5Mbps upload is required.

• Qualified applicants will be evaluated without regard to legally protected characteristics.

• Candidates must adhere to the employer's tobacco/nicotine policy where legally permissible.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance.

• Dental insurance.

• Access to well-being and behavioral health programs.

• Participation in a 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• A minimum of 18 days of paid time off annually.

• Paid holidays.

• Options for leaves of absence.

• Remote work arrangements available.

• Requirement for cable broadband or fiber optic internet for home working.