Client Account Support Senior Analyst

2 weeks ago

Bloomington, Illinois, United States The Cigna Group Full time

Please note: This position requires the selected candidate to work in the McLean, VA, Richmond, VA, or Baltimore, MD office three days a week.

The Client Account Support Senior Analyst role involves offering professional input for Client Services assignments and projects related to a specific book of business. This role includes managing delegated tasks in handling a moderately complex book of business under the manager's guidance. The incumbent is responsible for proactively managing client and broker inquiries, aiming to enhance the client experience, Net Promoter Score (NPS), persistency, and overall customer growth. The ideal candidate should have proven experience in managing all service aspects of Client Account service delivery, product offerings, funding types, and platforms for designated accounts within a market/region. This involves managing business relationships, addressing moderately complex client and broker requests, providing proactive service support, managing sensitive cases, and facilitating root cause analysis and resolution across matrix lines.

The selected candidate must be located in one of the following offices:

McLean, VA
Richmond, VA
Baltimore, MD

Responsibilities:

  • Serve as the main point of contact for a designated book of business, ensuring service excellence for clients and broker partners by handling day-to-day service needs, proactive issue identification, resolution, and root cause analysis.
  • Coordinate with the manager and/or account manager to meet clients' needs and prevent potential issues. Keep the account manager updated on account status and business expansion opportunities.
  • Participate in local market client/broker meetings as assigned geographically.
  • Independently complete day-to-day Client Account Support tasks, anticipate needs, and resolve non-routine issues, escalating them if necessary, all while building strong client/broker relationships.
  • Demonstrate expert knowledge in complex processes, compliance, regulatory requirements, and multi-product and benefit options, providing support to the Client Service Operations Lead team.
  • Collaborate with the Sales team, contribute to project execution, provide subject matter expertise to cross-functional teams, and ensure accurate and timely submission of deliverables.
  • Possess strong attention to detail, work efficiently under tight deadlines, and communicate effectively for team success.

Qualifications:

  • Bachelor/Associate's degree in a related field preferred or 3-5 years of relevant experience.
  • Prior experience in sales operations, service, sales support, and knowledge/experience is highly desirable.
  • Exceptional customer-centric skills and knowledge in all product and funding types are highly desirable.
  • Strong analytical and problem-solving skills are strongly valued.
  • Organized, experienced in meeting deadlines, with strong communication and interpersonal skills (verbal, written).
  • Proficient in Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce is necessary.
  • Previous experience working with matrix partners and external customers is preferred.
  • Ability to attend local client/broker events with potential travel.

If occasional or permanent remote work is allowed, a reliable internet connection with specific minimum speeds is required.

About Cigna Healthcare

Cigna Healthcare, part of The Cigna Group, promotes better health at every life stage, guiding customers through the healthcare system and empowering them to make informed choices for their well-being. Join us in driving growth and enhancing lives.

Qualified applicants will be evaluated based on various factors without bias, ensuring equal employment opportunity.

If you need assistance with the application process, reach out to the specified support contact for help. Avoid sending emails for application updates or resume submissions, as responses will not be provided.

The Cigna Group upholds a tobacco-free policy and may exclude tobacco/nicotine users in permissible states. Candidates from these states must enroll in a cessation program before starting employment. The relevant states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

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