Loyalty Account Manager - Cigna Healthcare

Cigna Health and Life Insurance Company; Dubai; On-site; AED 90,000 - 140,000; Full time

Job summary

Cigna Health and Life Insurance Company in Dubai seeks a Retentions Specialist to manage your own book of existing customers, aiming to improve policy persistency and renewals. You will proactively contact customers during the policy year and at renewal, address queries, and demonstrate the value of their policy to reduce churn.

You will also handle cancellation risks, identify upsell opportunities, communicate regularly with clients, and collaborate with internal teams to resolve issues while

Qualifications

• 1-2 years' experience in health industry, insurance background or outbound sales background.
• Strong customer focus and ability to identify and solve problems.
• Experience in telemarketing, inbound & outbound, with adherence to SLA.

Responsibilities

• Manage your own customer base and drive renewals and persistency.
• Proactively call book to perform mid-year and renewal check-ins.
• Handle inquiries from customers considering cancellation; address concerns.
• Adhere to cancellation and contact SLAs and maintain records.
• Identify upsell opportunities and execute where appropriate.
• Collaborate with teams to resolve issues and maintain quality standards.

Skills

Customer focus

Objection handling

Interpersonal skills

Verbal communication

Written communication

Judgement

Teamwork

Microsoft Office

Regulatory awareness

Telemarketing

Health/insurance knowledge

Problem solving

Organisational skills

Tools

Microsoft Office

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 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.

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.