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

The Cigna Group; United States; Remote; USD 55,000 - 93,000; Full time

Job summary

An established industry player is seeking a bilingual Client Account Support Associate fluent in English and Japanese. This role involves responding to complex service inquiries, providing translations, and developing client relationships. The ideal candidate will demonstrate excellent communication skills and possess a strong understanding of products and services. Join a dynamic team where your contributions will enhance client satisfaction and support organizational initiatives. This position offers a competitive salary and the opportunity to work with a diverse clientele, making it an exciting chance to grow in a supportive environment.

Qualifications

• 12 months of experience in client account support or similar role.
• Strong knowledge of Cigna Global products and processes.

Responsibilities

• Provide Japanese translation for client materials and support.
• Resolve complex inquiries and ensure client satisfaction.

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 applications

Salesforce.com

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 and ensuring client satisfaction with products and services. It requires coordination with Japanese and Corporate Client Managers to meet service needs and prevent potential issues.

This position demands consultative thinking for real-time decisions affecting brokers or clients, including benefits administration across platforms, product intricacies, and network functionalities. The candidate must balance capabilities with client expectations and set appropriate expectations for new and existing clients.

Roles and Responsibilities

1. Fluent in reading, writing, and speaking English and Native Japanese, with proficiency in Katakana, Kanji, and Hiragana.
2. Provide Japanese translation for emails, documents, presentations, and other client/broker materials.
3. Create and maintain Japanese language materials as a technical resource.
4. Organize and facilitate WebEx and Webinar meetings for Japanese and Corporate Clients or Brokers.
5. Demonstrate thorough knowledge of products and services and support organizational initiatives.
6. Resolve complex inquiries, delegate tasks, solve non-routine problems, and ensure satisfaction for the Japanese and Corporate Client Management team.
7. Develop relationships and interact directly with Japanese clients and brokers under guidance.
8. Travel with Japanese Client Managers to attend and present at internal and external meetings.
9. Serve as backup support via phone and email for client managers.
10. Manage and deliver reports to clients and brokers, assisting with analytical assessments.
11. Respond to emails and voicemails within 24 hours.
12. Complete all mandatory training on time to enhance knowledge and expertise.
13. Support as a Cigna Global broker advocate, collaborating with brokers.
14. Assist with Salesforce.com reporting requests and develop/update policies and procedures.

Qualifications

The ideal candidate will have:

1. Fluent in English and Native Japanese, with proficiency in Katakana, Kanji, and Hiragana.
2. Bachelor's degree or equivalent work experience.
3. At least 12 months of performance as a Client Account Support Associate or similar role.
4. Strong knowledge of Cigna Global products and processes.
5. Excellent communication and data presentation skills.
6. Proficiency in Microsoft Office applications and sales tracking systems.
7. Experience in marketing, account management, sales, or client interaction roles.
8. Proven project management skills for health strategies.
9. Effective influencing, negotiating, organizational, and prioritization skills.

Additional requirements include reliable internet connection (minimum 10Mbps download/5Mbps upload) if working remotely, and an annual salary range of $55,300 - $92,100 USD, with eligibility for bonuses.