Retention & Renewal Specialist (Broker & Customer Ops)

Cigna; Dubai; On-site; AED 78,120 - 122,760; Full time

Job summary

Cigna Healthcare in Dubai is seeking a Retention & Distribution Associate to provide operational, administrative, and customer service support to the Retention and Distribution teams, ensuring timely renewals and high service levels.

You will coordinate with brokers, customers, underwriting, and internal teams to manage renewal processes, monitor pipelines, and help achieve monthly retention targets, while maintaining data accuracy across systems.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience preferred.
• Experience in insurance, customer service, sales support, policy administration, or related operational functions preferred.
• General knowledge of insurance products, policy administration processes, customer service principles, and retention activities.

Responsibilities

• Support renewal and retention activities through tracking, coordination, and follow-up of customer requests and policy renewal requirements.
• Act as a key point of coordination between brokers, customers, underwriting, operations, customer service, and other internal stakeholders to facilitate timely completion of renewal activities.
• Maintain regular engagement with assigned brokers and distribution partners to support business retention objectives and ensure a high level of service delivery.
• Coordinate broker communications related to renewals, servicing requests, documentation requirements, and retention initiatives.
• Monitor renewal pipelines and customer accounts to identify outstanding actions, service issues, or risks that may impact retention performance.
• Support the achievement of monthly retention, renewal, and productivity targets through proactive follow-up, pipeline monitoring, and escalation of critical issues.
• Track broker performance and renewal activity metrics and prepare insights to support business planning and retention strategies.
• Assist with customer outreach activities related to renewals, policy servicing, service requests, and customer retention initiatives.
• Support complaint and escalation management by coordinating investigations, follow-up actions, stakeholder communications, and timely updates.
• Prepare and maintain periodic reports, dashboards, and analysis related to retention performance, broker activity, service levels, and customer outcomes.
• Maintain data integrity and accuracy across relevant systems and support process improvement initiatives to enhance operational efficiency and customer experience.
• Provide general administrative and operational support to the wider Individual Distribution team.
• Build and maintain positive relationships with internal and external stakeholders to support customer retention and service excellence.

Education

Bachelor’s degree

Tools

CRM systems

Excel

Job description

Cigna Healthcare in Dubai is seeking a Retention & Distribution Associate to provide operational, administrative, and customer service support to the Retention and Distribution teams, ensuring timely renewals and high service levels.

You will coordinate with brokers, customers, underwriting, and internal teams to manage renewal processes, monitor pipelines, and help achieve monthly retention targets, while maintaining data accuracy across systems.