- Ensure incoming phone calls are answered within all thresholds (e.g. time to answer, abandon rate, answered calls %, etc.)
- Provides support to sales and producers related to commissions
- Project a professional attitude and consistently demonstrate effective listening skills
- Drive ownership of the issue even if you need to pull in additional departments in order to resolve the issue.
- Consistently provide service of a superior level by meeting or exceeding the customer's expectations.
- Ability to analyze, audit and develop recommendations to achieve the "best in class" relationship with our brokers and the sales teams.
- Respond to all inquiries, oral or written, in a clear concise manner and within 24 hours.
- Sharing new and pertinent information with the team/department to ensure consistent processing.
- Educate and drive compliance on administrative policies and processes with our matrix partners, i.e. Sales, underwriting, licensing, billing, etc.
- Establish solid rapport with internal and external customers.
- Participate in training on new systems, programs and processes and identifying possible training needs
- Identify procedural problems; formulate and recommend well thought out suggestions for improvement
- Maintain professionalism under pressure
- Ensure a flexible approach to shifting priorities; changes in technology, responsibilities, processes and organizational structure.
- Be open to feedback about general performance or specific events
- Bachelor's Degree preferred or 1-3 years' work experience
- Proven organizational and analytical skills
- Demonstrated ability to multi-task
- Excellent customer service/communication skills
- Expertise in various Cigna systems (PCS, FACETS, CARBS, CMS, etc.) is a plus
- Finance, banking or billing experience preferred
- Acts independently and requires minimal direction
- Must be a team player
- Results oriented with high attention to detail
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Sales Administration Analyst; Commissions Call Center of Excellence - Bloomfield, United States - The Cigna Group
Description
Primary Function: Respond to phone inquiries via the 1-800 customer service line by using knowledge of Cigna's Market Segments and the administration of the Broker Commission Policies in order to process commissions in the appropriate Cigna systems.
Phones/Customer Relations
General Expectations:
Qualifications
