Contact Centre Consultant

**Job Purpose/Objective**:
Reporting to an Insurance Sales Team Leader, the purpose of the Customer Care Consultant is:
To implement all required customer retention activity through proactive calling for arrears, incomplete sales, rescue activity, POM activity and any other identified retention opportunities.
To provide excellent and efficient telephone-based and administrative service to Cigna customers.
Customer interaction is through Arrears calls and Incomplete Sales calls and written correspondence relating to the administration of existing insurance policies e.g., the sending of a Direct Debit.
The role is responsible for maintaining and enhancing the quality and efficiency of the service we provide our customers.

**Critical Tasks and Expected Contributions / Results**:
The main areas of this role include Arrears calling; Direct Debt follow up and Incomplete Sales follow up.
Ensure that all calls are clear, concise and courteous and accurate information is provided at all times, while optimising every opportunity with the customer to identify and fulfill their needs.
Using many systems e.g.., Capsil, Appian and Webscript, correctly on a daily basis in order to do your job.
Have knowledge of older policies that Cigna no longer offers but a customer may inquire about when contacted due to arrears calling.
Conservation/retention is a key focus in this role. This may be a direct result of conservation calling but also includes opportunities to retain customers who call to cancel policies.
Ensure all during-call and post-call administration is completed in a timely and accurate manner to ensure customer satisfaction.
Customer complaints are actively managed by taking ownership of the issue and resolving where possible at the first point of contact. Where resolution cannot be gained, to investigate further, register with the QA team and escalate as appropriate, in line with Cigna’s Complaints Policy.
Results - to embrace Cigna’s growth and conservation initiatives by actively pursuing opportunities at appropriate touch points such as cancellation requests with consideration of the options, including cross sell and down sell, in line with Cigna’s “sales through service” and results driven culture, while always maintaining quality standards.
Quality - to meet or exceed call quality targets, guidelines and KPI’s. It is essential that each and every call and task is conducted to the highest possible standard and that log in requirements and processes are routinely followed.
Team and Individual Development - To attain a high level of product and business knowledge through proactive involvement in new product offerings to provide input and ideas from the customer service perspective when required. This will ensure a high level of accuracy of advice given.
Proactively suggest improvements and input into reviews of services or processes as required.
Provide input into projects and any other associated tasks as required.

**Role Competency Requirements**:
Conflict Management
Steps up to conflicts, seeing them as opportunities
Reads situations quickly
Good at focused listening
Can hammer out tough agreements and settle disputes equitably
Can find common ground and get cooperation with minimum noise

Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers
Gets first-hand customer information and uses it for improvements in products and services
Acts with customers in mind
Establishes and maintains effective relationships with customers and gains their trust and respect

Interpersonal Savvy
Relates well to all kinds of people—up, down, and sideways, inside and outside the organization
Builds appropriate rapport
Builds constructive and effective relationships
Uses diplomacy and tact
Can diffuse even high-tension situations comfortably

Learns quickly when facing new problems
A relentless and versatile learner
Open to change
Analyzes both successes and failures for clues to improvement
Experiments and will try anything to find solutions
Enjoys the challenge of unfamiliar tasks
Quickly grasps the essence and the underlying structure of anything

Perseverance
Pursues everything with energy, drive, and a need to finish
Seldom gives up before finishing, especially in the face of resistance or setbacks

Problem Solving
Uses rigorous logic and methods to solve difficult problems with effective solutions
Probes all fruitful sources for answers
Can see hidden problems
Looks beyond the obvious and doesn't stop at the first answers
Is excellent at honest analysis

About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to p