Client Advocate

1. JOB PURPOSE

The job holder is responsible to handle operations escalations and provide consultative service to Cigna clients and customers. Proactively engage business partners to facilitate and drive customer centric solutions to ensure a timely, high quality and positive client and customer experience.

2. RESPONSIBILITIES AND DUTIES

· Own and effectively manage service inquiries from Cigna Global clients and customers.

· Perform root cause analysis and drive for first contact resolution

· Establish consultative and collaborative partnerships with Sales, Client Management, Underwriting, Operations and others as needed to drive client and customer solutions

· Develop and effectively present service solutions to clients and customers.

· Prioritize tasks and deliverables ensuring solutions are achieved timely with high quality outcomes

· Proactively identify and communicate issues and lead solutions as appropriate

· Participate and engage in business initiatives as a subject matter expert

· Educate the client and customers as to how to approach Cigna for the most effective and efficient solutions and customer satisfaction.

· Implement solutions for improvement opportunities to drive process effectiveness

3. KNOWLEDGE, SKILLS AND EXPERIENCE

· 2+ years of industry experience, Bachelor’s degree or equivalent business experience

· Strong service experience; demonstrated consultative and collaborative communication skills

· Advanced client and customer focus; creative and innovative thinking; ability to manage through systems; ability to manage conflict and find solutions.

· Ability to manage timelines and deliverables; solid attention to detail and organization skills

· Solid knowledge of business processes, products, benefits, and compliance

· Advanced negotiation, consultative and influential communication and presentation skills

· Strong presentation skills

· Excellent oral and written communication skills

Job Type: Full-time

Pay: AED8,000.00 - AED9,000.00 per month