Loyalty Account Manager

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

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 insHandle Inbound and outbound calls from your customers who have expressed desire to cancel their policy either at mid-term or at renewalAdhere to our cancellation and contact SLA sSpot potential upsell opportunities and deliver on theseChange or discount policy where necessary to prevent customer from leavingAchieve persistency and other KPIs pre-determined by managementContribute towards overall business persistency targetsObtain and share regulatory required documentationCommunicate regularly with team membersFollow contact strategy designed to maximise contactAchieve exceed set productivity and quality standardsAdhere to regulatory targets within our territorial limitsAdhere to Quality assurance guidelinesRetain with integrity and treat customers fairlyInterface effectively with internal colleagues the client management team the medical team staff etc to resolve customer issuesMaintain accurate records and files as requiredActively support other team members and the achievement of team objectivesProvide support to less experienced team membersIdentify potential process improvements and make recommendations to management To carry out other ad hoc tasks as required to meet business needs

Skills

ExperienceOrganisation of workload and prioritising your dayStrong customer focus with ability to identify and solve problemsStrong objection handling skillsExcellent interpersonal skillsGood verbal and written communicationAbility to exercise judgementThe ability to work well in a team environmentBasic system navigation and Microsoft application skillsGood keyboard skillsRegulatory awarenessProven track record in telemarketing both inbound and outbound ideally in a non-advised sales process1 2 years experience in health industry insurance background or outbound sales background

Competencies

Drive for resultsListeningPeer relationshipsPersonal learningPriority settingProblem solving

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.