Retentions TMR

at  The Cigna Group

ABOUT CIGNA:

Do you love speaking to customer to help them find the product they need? Have you worked in sales or retentions in a highly regulatory environment? You might be the just the person we are looking for!
Cigna is a global health service company dedicated to helping people improve their health, well-being and sense of security.
As an employee we care about your career health too. That’s why when you work with us, you can count on a different kind of career - you’ll make a difference, learn a lot, and change the way people think about health insurance.

SKILLS / EXPERIENCE

• Strong customer focus with ability to identify and solve problems
• Strong objection handling skills
• Ability to organise your day
• Excellent interpersonal skills
• Good verbal and written communication
• Ability to exercise judgement
• Ability to organise, prioritise and manage workflow
• The ability to work well in a team environment
• Basic system navigation and Microsoft application skills
• Good keyboard skills
• Regulatory awareness
• Proven track record in telemarketing, both inbound and outbound, ideally in a Non-advised sales process
• 1 – 2 years’ experience in health industry, insurance background or outbound sales background

• Handle Inbound and outbound calls with customers who have expressed desire to cancel their policy
• Contact customers who want to cancel mid-term or at renewal
• Adhere to our cancellation and contact SLA’s
• Spot potential upsell opportunities and deliver on these
• Change or discount policy where necessary to prevent customer from leaving
• Achieve retentions targets pre-determined by management
• Contribute towards overall business persistency targets
• Obtain regulatory required documentation (DIFC only)
• Communicate regularly with team members
• Follow contact strategy designed to maximise contact
• Achieve / exceed set productivity and quality standards
• Adhere to regulatory targets within our territorial limits
• Adhere to Quality assurance guidelines
• Retain with integrity and treat customers fairly
• Interface effectively with internal colleagues, the client management team, the medical team staff etc. to resolve customer issues
• Maintain accurate records and files as required
• Actively support other team members and the achievement of team objectives
• Provide support to less experienced team members
• Identify potential process improvements and make recommendations to management.
• To carry out other ad hoc tasks as required to meet business needs