Client Account Support Senior Analyst: Native Japanese Fluent - Remote - Cigna Global Health Be[...]

Cigna; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a bilingual professional fluent in English and Japanese to enhance client interactions and support. This role involves managing complex inquiries, providing translations, and ensuring satisfaction for Japanese clients. You'll collaborate closely with client managers and contribute to organizational initiatives while developing relationships with clients and brokers. If you have a passion for client service and possess strong communication skills, this position offers a unique opportunity to make a significant impact in a dynamic environment.

Qualifications

• 12 months of experience in a client-facing role.
• Strong knowledge of Cigna Global products and processes.

Responsibilities

• Manage complex service inquiries and ensure client satisfaction.
• Provide Japanese translation for various materials and support.

Skills

Fluent in English

Fluent in Native Japanese

Proficiency in Katakana

Proficiency in Kanji

Proficiency in Hiragana

Excellent communication skills

Data presentation skills

Project management skills

Education

Bachelor's degree or equivalent work experience

Tools

Microsoft Office

Excel

PowerPoint

Sales tracking systems

Job description

The position is responsible for responding to complex service inquiries, including post-sale support for new and existing clients, by an English and Native Japanese speaker who can read, write, and speak fluently in Katakana, Kanji, and Hiragana. The role involves managing non-routine problems using independent judgment to ensure client satisfaction with products and the overall service experience. Coordination with Japanese and Corporate Client Managers is essential to meet service needs and prevent potential issues.

This role requires consultative thinking for real-time decisions involving brokers or clients, including how benefits are administered across platforms, product intricacies, and network operations. The candidate must balance capabilities with client expectations and set appropriate expectations for both new and existing clients.

Roles and Responsibilities

• Fluent in reading, writing, and speaking in English and Native Japanese, with proficiency in Katakana, Kanji, and Hiragana.
• Provide Japanese translation for emails, documents, presentations, and client/broker materials.
• Create and maintain Japanese language materials as a technical resource.
• Organize and facilitate WebEx and Webinar meetings for Japanese and Corporate Clients or Brokers.
• Demonstrate thorough knowledge of products and services, supporting organizational initiatives.
• Resolve complex inquiries, delegate tasks, solve non-routine problems, and ensure satisfaction for the Japanese and Corporate Client Management team.
• Develop relationships and interact directly with Japanese clients and brokers under guidance from Japanese Client Managers.
• Travel with Japanese Client Managers to attend and present at internal and external meetings.
• Provide backup telephonic and email support for client managers.
• Manage and deliver reports to clients and brokers, including analytical assessments.
• Respond to emails and voicemails within 24 hours.
• Complete mandatory training on time to expand knowledge and expertise.
• Support as a Cigna Global broker advocate, collaborating with internal partners.
• Assist with ad hoc Salesforce.com reporting requests.
• Contribute to the development and documentation of policies and procedures for Client Management.

Qualifications

The ideal candidate will possess:

• Fluent in English and Native Japanese, with proficiency in Katakana, Kanji, and Hiragana.
• Bachelor's degree or equivalent work experience preferred.
• At least 12 months of performance in a client-facing role such as Client Account Support Associate.
• Strong knowledge of Cigna Global products and administrative processes.
• Excellent communication and data presentation skills.
• Proficiency in software applications like Microsoft Office, Excel, PowerPoint, Word, and sales tracking systems.
• Experience in marketing, account management, sales, or related fields requiring significant client interaction.
• Project management skills to design and implement health improvement strategies.
• Influencing, negotiating, organizational, and prioritization skills for effective communication at all organizational levels and with external partners.