Client Support Senior Advisor - Client Services and Operations – Remote

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.    

The CS&O Client Support Senior Advisor will primarily support the management and relationship for an aligned, O3K Business Client. Responsibilities will align, but not be limited to the following:   

RESPONSIBILITIES

Client Relationships / Service

• Owns service relationship with the aligned client.  Builds and retains strong relationships with the client, proactively identifying the needs of the customer & Client, while satisfying inquiries in a timely and cost-effective manner. 

• May meet with clients and customers in person to enhance the overall service relationship.

• Partner with aligned team to develop and expand case-level service strategy while managing service issues as it relates to overall plan administration

• Uses a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes.

• Owns end-to-end service delivery and manages service recovery in partnership with the CSE.

• Responsible for engaging internal matrix partners on service inquiries and escalated service issues including but not limited to customer requests, billing, banking, eligibility, customer service, plan set-up and claim payment.

• Build and sustain client relationships to enhance Cigna's reputation with the client, the business segment and within the group health insurance industry.

• Attend client meetings (Virtual and/or in person) related to the implementation of new and renewing benefit strategies. Partner with Implementation Manager and CSE as needed on strategy meetings related to the implementation process.

• May attend and present to client, representing overall service delivery process and expectations for the client.

Internal Liaison

• Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client. 

• Manages issue and inquiries from initiation thru (and owns) resolution.

• Partners with the Sales team in the development of client specific service strategies and in the pursuit of growth opportunities, and retail strategies.

• Provides routine updates to Sales account management team related to at-risk service issues.

Data Analysis

• Partners with CSE to monitor overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction. 

• Partners with CSE to support proactive routine service touchpoints with client regarding service results. 

QUALIFICATIONS

• High School Diploma or GED required, advanced degree preferred.

• Five plus years supporting the State of Wyoming required.

• Ability to establish and maintain matrix partner relationships and follow through on expectations.

• Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management. 

• Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations.

• Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team.

• Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions.

• Proficiency with multiple software and system-based applications

• Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.

• Previous/proven success and three to five years' experience delivering customer/producer communications.

• Demonstrated success in negotiations and ability to influence internal/external constituencies.

• Demonstrated leadership and motivational skills in fast-paced environment.

• Demonstrated interpersonal skills.

OTHER

• Must be willing to travel as needed for client requested benefit fairs, customer engagements, etc.

If you will be working at home occasionally or permanently, the intern