Claims Processor / Customer Service with German and English

The Cigna Group; Madrid; Hybrid; EUR 30,000 - 38,000; Full time

Benefits offered by this job

Private Medical and Dental Insurance

Restaurant Card

Educational Development Program

Foreign Language Scholarship

100% sick leave coverage

Flexible compensation

100% sick leave coverage

Flexible compensation

Job summary

A global insurance company in Madrid seeks a Claims Processor Associate fluent in German and English. This role involves managing claims, providing excellent customer service, and ensuring compliance with regulations. The ideal candidate will have experience in Life Insurance, strong interpersonal skills, and proficiency in Microsoft Office. A hybrid working model is offered, with four days from home and one day in the office. Immediate start available.

Qualifications

• Experience in a contact centre environment.
• Advanced level of German or native speaker.
• Advanced level of English or native speaker. Any other European language is a plus.
• Ability to work independently and implement process improvements.
• Capability to quickly identify customer needs.

Responsibilities

• Provide highest level of customer service for claims.
• Manage new claims with understanding of processes.
• Handle administration tasks related to claims.
• Manage complaints in compliance with regulations.
• Support team members to achieve goals.
• Serve as the point of contact for nominated country clients.
• Build relations with internal departments to optimise resource use.

Skills

Experience in Life Insurance products

Customer service skills

Attention to detail

Interpersonal skills

Ability to manage multiple priorities

Proficiency in Microsoft Office

Conflict management

Problem solving

Tools

Microsoft Office

Job description

Overview

Claims Processor Associate with German and English – join The Cigna Group.

Responsibilities

• Provide the highest level of customer service, striving for first contact resolution, responding within given timelines.
• Manage new claims from start to end with a solid understanding of product types and claims processes.
• Handle administration tasks related to the position: email, post, fax, fulfilment, etc.
• Manage all complaints in compliance with regulations in each country.
• Handle cancellation and retention duties to maintain the portfolio.
• Participate in call monitoring and quality reviews to evaluate team performance.
• Build relations with internal departments to optimize resource use for customers, within regional benefits and with relevant service partners.
• Identify potential process improvements and recommend them to the Team Manager.
• Actively support team members and provide resources to achieve team goals.
• Escalate customer complaints as needed.
• Serve as point of contact for nominated country clients.

Qualifications

• Experience in Life Insurance products, claims environment and customer service-focused organizations.
• Experience in all levels of complaints resolution.
• Experience working in a contact centre environment.
• Ability to meet/exceed targets and manage multiple priorities.
• Proficient in Microsoft Office applications.
• Advanced level of German or native speaker.
• Advanced level of English or native speaker. Any other European language is a plus.
• Excellent attention to detail with a high level of accuracy.
• Strong interpersonal skills with excellent verbal and written communication to internal and external clients.
• Desirable commercial skills.
• Ability to work independently and proactively recommend and implement process improvements.
• Ability to organize, prioritize and manage workflow to meet individual and team requirements.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.

Key Competencies

• Conflict management
• Customer focus
• Learning and applying quickly
• Problem solving

What we offer

• Contract: Permanent
• Environment: Multicultural working environment
• Hybrid working: 4 days per week from home and 1 day from our Madrid office
• Schedule: 8:45 – 17:30, Monday to Friday
• Social Benefits: Private Medical and Dental Insurance, Restaurant Card, Educational Development Program, Foreign Language Scholarship, 100% sick leave coverage, flexible compensation, etc.
• Start date: 1st of January (TBC)

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 to make the best health choices.

EEO statement: Qualified applicants will be considered without regard to race, color, age, disability, sex, pregnancy or related medical conditions, veteran status, religion, national origin, or any other characteristic protected by applicable equal employment opportunity laws.

Location

Madrid, Community of Madrid, Spain