Customer Service Rep Assoc

Description Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Mails or routes claim forms and supporting documentation to various units for final processing. Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions. Two to five years of customer service experience. Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity. May seek assistance with complex customer services issues..Successfully complete training requirements. Maintain professionalism at all times by treating customers with respect and displaying empathy when appropriate.
Locate complex information from a number of systems.
Read, interpret, understand and accurately relay benefit information to callers, team members and internal partners.
Solve problems systematically, using sound business judgment.
Consistently meet/exceed established productivity standards.
Consistently meet/exceed established quality standards.
Maintain established schedule adherence and compliance standards..

Requirements Display strong Analytical Skills.
Demonstrate proficiency in the use of a PC including ability to use a mouse and keyboard interchangeably.
Demonstrate ability to read technical instructions through Standard Operating Procedures and apply information to conversations with clients and internal partners.
Ability to understand complex oral and written directions, and technical information.
Ability to handle administrative work load within an environment that has a large volume of calls.
Ability to decipher information appropriately to effectively answer questions and handle calls accordingly.
Ability to work independently and follow escalation protocols.
Must be self-motivating, and competitive in achieving superior results..

CIGNA offers a competitive compensation and comprehensive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, as well as opportunities for career growth and development.