Retentions Tmr

Do you love speaking to customer to help them find the product they need? Have you worked in sales or retentions in a highly regulatory environment? You might be the just the person we are looking for
Cigna is a global health service company dedicated to helping people improve their health, well-being and sense of security.
As an employee we care about your career health too. That’s why when you work with us, you can count on a different kind of career - you’ll make a difference, learn a lot, and change the way people think about health insurance.

**The Position**:
Reporting to the Retentions Team Manager, you will be responsible for handling cancellation queries from customers, with the goal of retaining the business and achieving persistency targets.

Main Duties / Responsibilities

Handle Inbound and outbound calls with customers who have expressed desire to cancel their policy

Contact customers who want to cancel mid-term or at renewal

Adhere to our cancellation and contact SLA’s

Spot potential upsell opportunities and deliver on these

Change or discount policy where necessary to prevent customer from leaving

Achieve retentions targets pre-determined by management

Contribute towards overall business persistency targets

Obtain regulatory required documentation (DIFC only)

Communicate regularly with team members

Follow contact strategy designed to maximise contact

Achieve / exceed set productivity and quality standards

Adhere to regulatory targets within our territorial limits

Adhere to Quality assurance guidelines

Retain with integrity and treat customers fairly

Interface effectively with internal colleagues, the client management team, the medical team staff etc. to resolve customer issues

Maintain accurate records and files as required

Actively support other team members and the achievement of team objectives

Provide support to less experienced team members

Identify potential process improvements and make recommendations to management.

To carry out other ad hoc tasks as required to meet business needs

Skills / Experience

Strong customer focus with ability to identify and solve problems

Strong objection handling skills

Ability to organise your day

Excellent interpersonal skills

Good verbal and written communication

Ability to exercise judgement

Ability to organise, prioritise and manage workflow

The ability to work well in a team environment

Good keyboard skills

Regulatory awareness

Proven track record in telemarketing, both inbound and outbound, ideally in a Non-advised sales process

1 - 2 years’ experience in health industry, insurance background or outbound sales background

Competencies

Drive for results

Listening

Peer relationships

Personal learning

Priority setting

Problem solving

In order to service our international client base, you must be able to work various shift patterns during a 24-hour working day, 7 days per week.

About Cigna Healthcare
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.

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.