Client Account Support Senior Analyst

Found in: Talent US C2 - 7 days ago

Franklin, United States The Cigna Group Full time

Job Description: Client Account Support Senior Analyst

Please note: This hybrid role will require the incumbent candidate to come into the local Cigna office 3 days per week.

The Sales Client Account Support Senior Analyst role provides professional input to Client Services assignments and projects for a designated book of business. This role delivers specific delegated tasks in managing a moderately complex book of business as assigned by the manager. Accountable to proactively manage, respond and address client and broker inquiries through service plans to facilitate results attainment for the client experience and net promoter score (NPS), persistency and overall customer growth. The ideal candidate will have demonstrated experience and ability to manage all services aspects of Client Account service delivery, product offerings, funding types and platforms for assigned accounts within a market/region. This includes managing business relationships, delivery of moderately complex client and broker requests, using independent judgment and discretion, proactive service support and management of sensitive cases. Key responsibilities will also include facilitating root cause analysts and issuing resolution across matrix lines.

The incumbent candidate must be based out of the following office:

Franklin, TN.

Responsibilities:

  • Serve as primary point of contact for a designated book of business and responsible to service excellence for clients and broker partners that include handling day-to- day service-related needs, proactive issue identification, resolution and root cause analysis.
  • Coordinates with manager and/or account manager to meet clients’ needs and ensure potential problems are averted. Keeps account manager informed of account status and opportunities for expanded business.
  • Attend geographically assigned local market client/broker meetings
  • Completes day-to-day Client Account Support tasks without immediate supervision, but has ready access to advice from more experienced team members. Tasks involve a degree of forward planning and anticipation of needs/issues. Resolves non-routine issues escalated from more junior team members.
  • Builds strong relationships with the client/broker, proactively identifying the needs of the customer and satisfying the customer in a timely manner. Makes on-site presentations to existing and prospective clients to educate and inform on products as required and in support of client retention.
  • Exhibits expert knowledge and understanding of moderately complex processes, compliance and regulatory requirements and can effectively apply in a fast- paced environment. Understands multi-product and benefit options for dual systems, platforms, funding types.
  • Provide support for designated Client Service Operations Lead team on all issues and initiatives related to resolving issues or delegating to matrix business partners as needed.
  • Accountable to collaborate with the Sales team to understand the products, benefits and services for sold cases. Make independent decisions and present proactive solutions/approaches to mitigate delays and potential service risk. Specifically identify risks, diagnose problems, perform root cause analysis, understand notifications as well as changes, influence, solve problems and make recommendations. Including participation in project execution.
  • Provide subject matter knowledge to cross-functional teams and influence business partners accuracy and importance of timely submission to execute.
  • Attention to detail, accuracy and ability to work under tight time constraints and communicate effectively for team success.

Qualifications:

  • Bachelor/Associate’s degree in a related field preferred or at least 3-5 years of related experience.
  • Previous sales operations, service, sales support skills and working knowledge/experience strongly preferred 
  • Exceptional customer centric skills and knowledge in all product and funding types strongly preferred.
  • Strong attention to detail; Ability to quickly understand the Clients’ needs and expectations.
  • Proven Strong analytical and problem solving skills, strongly preferred
  • Organized and experienced in meeting tight deadlines
  • Strong communication and interpersonal skills (verbal, written)
  • Ability to consistently meet tight deadlines and work under pressure
  • Strong working knowledge of Microsoft Outlook, Word, Excel, PowerPoint and Salesforce is required
  • Prior experience working with matrix partners and external customers is preferred
  • Ability to attend client/broker events locally with potential to travel


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