The Account Manager is a client-facing role that works in an assigned market to support the Labor Divisibook of business. The primary focus for the Account Manager is to work independently on responding to service issues and requests, educating the client/broker/consultant, and implementing or changing benefit programs and services. The Account Manager will work in conjunction with Sales and the Account Executive on ensuring profitability, persistency and growth of the book. The Account Manager is considered an expert in customer service, change management, and problem solving.
Responsibilities:
Leverages internal resources and independent judgement and discretion to resolve complex client inquiries and solve non-routine problems, which ensure client satisfaction with products and services.
Coordinates with Sales and Client Management to ensure client needs are met and potential problems are averted.
Develops and maintains effective business partnerships to ensure service issues are managed proactively; communicated clearly, accurately and effectively with all business partners.
Participates in new client implementations to develop a relationship with the client and aligned consultant/broker.
Ensures timely and accurate responses to inquiries and service requests. Manages and monitors requests within internal systems and refers changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.
Prepares and delivers web and telephonic presentations with the client to educate, train and inform on benefits, services, and self-administration tools for billing and reporting.
Supports Sales and Client Management in achieving their business goals and objectives in persistency, profitability and growth.
Participates in regularly scheduled feedback and information exchange sessions with key business partners. Collaborates with other Client Specialists to determine, operationalize, and manage change/adoption of best practices across the book of business.
Provides support, training and mentoring of team members and other internal partners on products and services, and processes as it relates to servicing our clients.
Identifies, recommends, and collaborates to make process improvements that accelerate client experience in a positive way.
Serves as a Subject Matter Expert for project and business development teams. Competencies:
Customer Focus
Learning and Applying Quickly
Problem Solving
Interpersonal Savvy
Perseverance
Technical Skills:
ESI Systems/Processes
Rapport building
Effective Communication
Qualifications:
Minimum of 4 years prior customer or client service work or related experience required
BA/BS degree strongly preferred
Insurance industry experience (especially group disability, life, leave) preferred
Excellent written and verbal communication skills required
Ability to handle high volume, complex inquiries, and high-profile client base
Proven success operating in a fast-paced, customer service environment
Effective presentation and training skills required
Effective collaboration and problem-solving skills required
Ability to multi-task, manage through conflict and use priority setting to accomplish goals required
Strong learning agility, in order to quickly gain expertise on multiple products, services, tools, systems and processes preferred
Excellent organizational and time management skills
This role requires 20% of travel. You will need to be fully vaccinated in order to travel & meet the requirements for this position.
This position is not eligible to be performed in Colorado.
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 patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
