Loyalty Account Manager

Reporting to the Retentions Team Manager, you will be responsible for managing your own book of our existing customer base with the goal of achieving persistency targets. The role involves proactively trying to create loyalty within your book of business by calling out both during the policy year and at renewal stage. You will be on hand to handle any queries they have and try to tackle these before your customer thinks about leaving. You will also need to objection handle customers who do decide to leave or stop making their payments. In addition to this, you will also need to personally engage with your clients by sending out communications and videos to help them see the value in their policy.

Main Duties / Responsibilities

· Manage your own customer base

· Proactively call your book to perform mid-year and renewal check ins

· Handle Inbound and outbound calls from your customers who have expressed desire to cancel their policy either at 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 persistency and other KPIs pre-determined by management

· Contribute towards overall business persistency targets

· Obtain and share regulatory required documentation

· 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

· Organisation of workload and prioritising your day

· Strong customer focus with ability to identify and solve problems

· Strong objection handling skills

· Excellent interpersonal skills

· Good verbal and written communication

· Ability to exercise judgement

· The ability to work well in a team environment

· Basic system navigation and Microsoft application skills

· 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

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.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.