Customer Loyalty & Renewal Strategist

Cigna; Dubai; On-site; AED 100,000 - 150,000; Full time

Job summary

Cigna in United Arab Emirates is seeking a Retentions Specialist to manage a dedicated book of existing customers. You will contact clients mid-year and at renewal, handle inquiries, and resolve issues to prevent churn.

The role requires proactive communication, objection handling, and collaboration with internal teams to maintain customer loyalty and persistency. You will engage with clients via calls and messages, identify upsell opportunities, and ensure SLA adherence while maintaining

Qualifications

• Experience in managing a book of customers with focus on retention and renewals.
• Strong ability to handle objections and solve customer problems.
• Excellent verbal and written communication with teams and customers.

Responsibilities

• Manage your own customer base and perform mid-year and renewal check-ins.
• Handle inbound and outbound calls from customers seeking cancellation.
• Adhere to cancellation and contact SLAs and look for upsell opportunities.
• Proactively change policy details to prevent cancellations where appropriate.
• Achieve persistency KPIs and contribute to team targets.
• Obtain and share regulatory required documentation.
• Maintain records and communicate with colleagues to resolve issues.
• Support junior team members and identify process improvements.

Skills

Customer focus

Objection handling

Interpersonal skills

Verbal communication

Written communication

Teamwork

Judgement

Workload management

Problem solving

Microsoft Office

Regulatory awareness

Telemarketing experience

Job description

Cigna in United Arab Emirates is seeking a Retentions Specialist to manage a dedicated book of existing customers. You will contact clients mid-year and at renewal, handle inquiries, and resolve issues to prevent churn.

The role requires proactive communication, objection handling, and collaboration with internal teams to maintain customer loyalty and persistency. You will engage with clients via calls and messages, identify upsell opportunities, and ensure SLA adherence while maintaining