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 within the CGHB National Account Segment.

• Collaborate with the Sales team to establish and maintain strong client relationships.

• Manage comprehensive service delivery and address client and customer needs promptly and cost-effectively.

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

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

• Engage with internal cross-functional partners regarding escalated service issues related to billing, banking, eligibility, customer service, plan setup, and claim payments.

• Conduct root cause analysis and promote first-contact resolution.

• Participate in client meetings to provide insights on complex client and customer challenges.

• Facilitate collaboration between Cigna subject-matter experts to implement client service strategies.

• Oversee issues from initiation to complete resolution.

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

• Regularly update the Sales account management team on service issues that are at risk.

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

• Conduct proactive service initiatives regarding service scorecard/dashboard outcomes.

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

• Analyze data and trends, presenting 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.

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

• Capability to interface with and influence key decision-makers and clients.

• Strong negotiation skills.

• Ability to handle ambiguity and manage conflicts effectively.

• Excellent analytical skills.

• Proficiency in designing, tracking, and striving toward specific measurable performance objectives.

• Familiarity with Salesforce Service Center and Diamond is preferred.

• Strong presentation abilities.

• Experience in delivering communications to customers/producers.

• Proven success in negotiations and the ability to influence both internal and external stakeholders.

• Leadership and motivational abilities in a fast-paced environment.

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

• If working remotely, a cable broadband or fiber optic internet connection with at least 10Mbps download and 5Mbps upload is required.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance coverage.

• Dental insurance coverage.

• Programs for well-being and behavioral health.

• Participation in a 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• A minimum of 18 days of paid time off each year.

• Paid holidays.

• Leaves of absence available.

• Option for remote work arrangements.

• Access to cable broadband or fiber optic internet service with at least 10Mbps download and 5Mbps upload for home-based work.