Position: Senior Customer Service Representative GEH APAC

Department: EGS & APAC Operations

Career band: Band 2

Position to be opened in Kuala Lumpur (GEH APAC team)

Job description

As a Senior Customer Service Representative you will be the first point of telephone contact for our global member who holds global employer health insurance with us. Previous experience in customer service is essential for this role.

Key responsibilities

• Receives requests by email and telephone regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
• Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
• Ensure that all operating procedures and regulations are followed in accordance with policy terms and conditions.
• Provide quality advice and information to customers and colleagues regarding their health benefits.
• Monitor turnaround times to ensure enquiries are settled within required timescales.
• Build relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
• Actively support team members and contribute to the achievement of operational goals.
• Carry out any ad hoc tasks as required to meet business needs.
• Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.

Minimum requirements

• Fluent in written and spoken English
• Confident decision-making and sound judgment
• Strong customer focus, with the ability to identify and resolve problems independently
• Proactive and process-oriented
• Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries
• Excellent attention to detail and accuracy
• Strong interpersonal skills, with clear verbal and written communication to both internal and external clients
• Ability to support Team Manager and senior team members with escalations

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.