Client Support Specialist - Escalations & Insights

Cigna Healthcare

Madrid

On-site

EUR 38,000 - 52,000

Full time

8 days ago

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Job summary

Cigna Healthcare in Madrid seeks a Client Support Analyst to manage escalations and daily inquiries from clients, the Client Service Executive, and Sales teams. You will investigate each query and provide feedback and solutions, working closely with Claims, Service and Eligibility to ensure timely responses.

The role requires ownership, data-driven insights, and collaboration with internal stakeholders to deliver a seamless 5-star service experience.

Qualifications

Minimum of two years in operational roles within Cigna.
Experience in Claims, Comms and Eligibility are a plus.
Fluent in English; additional Spanish/French are a plus.
Strong communication and presentation skills, and knowledge of Windows tools, e.g. Excel, PowerPoint, Windows.

Responsibilities

Respond to escalations and daily client inquiries.
Investigate queries thoroughly and provide feedback/solutions to clients and stakeholders.
Coordinate with Claims, Service and Eligibility teams to ensure timely responses.
Deliver comprehensive feedback and updates to clients until resolution.
Own cases end-to-end and drive corrective actions and process improvements.
Collaborate with relevant departments to resolve issues within KPIs (3 business days).
Identify improvement opportunities and share feedback to operational teams.
Deliver member engagement sessions or webinars with Client and Sales teams.
Document cases accurately for trend analysis and reporting.