Critical Tasks and Expected Contributions / Results

• Provide excellent broker services, which strive for first contact resolution and respond within the established timelines.
• Manage the centralized team inbox, ensuring prompt response to all inquiries and take appropriate actions to resolve issues.
• Escalate issues to management as necessary to prevent delays or service disruptions.
• Implement strategies to improve efficiency and meet service level agreements.
• Monitor turnaround times to ensure all workloads are settled within designated timelines.
• Managing multiple tasks and projects simultaneously, prioritizing effectively to meet deadlines.
• Maintain clear communications with brokers to keep them informed of progress and outcomes.
• Build relationships with internal departments to ensure all resources are utilized to the benefits of the brokers.
• Identify potential process improvements and make recommendations to the Team Leader.
• Actively support other team members to enable the achievement of team goals.
• Accept any additional responsibilities or activities relevant to the department as assigned by supervisors.
  
  

Experience / Knowledge, Education And Other Requirements

• University education, with a minimum of 3 years of experience in customer or broker services focused organization, and a minimum of 1 year of experience in insurance industry
• IIQE Paper 1 and 2 required
• Excellent command of English, Cantonese and Mandarin
• Experience of working in a Contact Centre environment
• In depth understanding brokerage services, insurance products and market dynamics is crucial.
• Familiarity with industry regulations and compliance requirements to ensure adherence legal standards.
• Demonstrate a strong work ethic and commitment to excellence in tasks.
• Strong analyzing skills to access situations, identify issues, and develop effective solutions.
• Flexibility, adaptability and proactive approach to effectively addressing issues while maintaining focus on core responsibilities.
• Solid knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
• Must possess excellent attention to details, with a high level of accuracy
• Excellent interpersonal skills for fostering and sustaining relationships with brokers and internal teams.
  
  

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.