APAC Complaints Investigator - Impactful Resolution

CIGNA Insurance; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Cigna Healthcare in Kuala Lumpur is seeking a Complaints Analyst to own and resolve APAC complaints from start to final response. You will gather evidence, document the timeline, apply policy terms and provide fair, empathetic outcomes within regulatory deadlines.

You’ll collaborate with claims, clinical, customer service and compliance teams, escalate where needed and contribute to continuous improvement through root-cause analysis and knowledge sharing.

Qualifications

• Experience in complaint handling, claims, or regulated environments.
• Strong investigation, analytical and problem-solving skills.
• Excellent written and verbal English with the ability to explain complex decisions clearly.

Responsibilities

• Manage an allocated caseload end to end, prioritising by deadline and risk.
• Record formal complaints and distinguish from service queries.
• Gather evidence: calls, correspondence, policy terms and stakeholder input.
• Build chronology, identify root causes and assess processes and communications.
• Interpret policy terms and seek input where required.
• Reach balanced outcomes and recommend remediation within authority.
• Produce clear acknowledgements, updates and final responses with evidence and rationale.
• Maintain auditable records in Salesforce and trackers.

Skills

Complaint handling

Investigation & analysis

English proficiency

Decision making

Time management

Stakeholder collaboration

Tools

Salesforce

Microsoft 365

Job description

Cigna Healthcare in Kuala Lumpur is seeking a Complaints Analyst to own and resolve APAC complaints from start to final response. You will gather evidence, document the timeline, apply policy terms and provide fair, empathetic outcomes within regulatory deadlines.

You’ll collaborate with claims, clinical, customer service and compliance teams, escalate where needed and contribute to continuous improvement through root-cause analysis and knowledge sharing.