The role of the Customer Service Representative, Portuguese Speaking, at Cigna is crucial in delivering high-quality health insurance services to clients across the African continent. Cigna is a global health service company committed to improving the health, well-being, and sense of security of the people it serves. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. At Cigna Africa, we focus specifically on the unique needs of clients and members living and working in every country across the African continent.
Role and Responsibilities
This role is responsible for effective client communication, ensuring timely and accurate resolution of inquiries for designated account relationships and contracts. You must strive to provide complete information in a single interaction.
Main Responsibilities:
- Manage client communication for designated account relationships and contracts.
- Handle calls and emails, responding to both simple and complex inquiries regarding eligibility, card status, envoy registration/navigation, policy benefits, issuance of certificates of insurance, claims status, and other related information, providing comprehensive solutions for customers and clients.
- Receive requests via mail, telephone, or in person concerning insurance claims/policies, and respond to inquiries from policyholders, clients, brokers, and other stakeholders.
- Conduct necessary research and interpret policy provisions to determine the most effective response.
- Mail or route claim forms and supporting documentation to various internal units for final processing.
- Independently manage and respond to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
- Understand and interpret policy provisions, and utilize excellent interpersonal skills when interacting with clients.
- May seek assistance from senior staff for highly complex customer service issues when necessary.
Qualifications and Requirements
- Education: Must possess a Diploma or Bachelor’s degree certificate (BA/BSc/HND).
- Language Skills: Excellent English written and oral communication skills; Portuguese written and oral skill is a mandatory requirement.
- Experience: 1+ years of customer service experience focusing on analyzing and solving customer problems is required. Call center experience is a strong plus.
- Skills & Abilities:
- Exceptional organizational and time-management focus.
- Ability to perform effectively in a high volume, fast-paced call center environment.
- Proven ability to work independently as well as a productive member of a team.
- Intermediate proficiency in Microsoft Office suite.
- High level capacity to multitask both independently and using a computer system.
- Knowledge of medical terminology is a plus.
Working Conditions
- Ability to work in 24 x 7 rotation shifts.
- Required to work 5 days a week.
- Must be prepared to work in split shifts (some hours in the morning and remaining hours in the afternoon or evening) and on public holidays.
