Loyalty Account Manager - Cigna Healthcare

About the role

Cigna Healthcare, a division of The Cigna Group, is looking for a Loyalty Account Manager in Dubai. Reporting to the Retentions Team Manager, you will manage your own book of existing customers to achieve persistency targets. You will proactively reach out during the policy year and at renewal to build loyalty, handle cancellation objections and keep customers engaged through communications and videos.

Key responsibilities

• Manage your own customer base and proactively call for mid-year and renewal check-ins
• Handle inbound and outbound calls from customers who want to cancel, and change or discount policies where needed to prevent loss
• Adhere to cancellation and contact SLAs, and follow the contact strategy designed to maximise contact
• Spot and deliver on upsell opportunities, and contribute to persistency and other KPIs set by management
• Obtain and share regulatory documentation, and adhere to regulatory targets within territorial limits
• Follow quality assurance guidelines, maintain accurate records, and interface with internal colleagues, the client management team and the medical team to resolve issues
• Support less experienced team members, suggest process improvements, and carry out ad hoc tasks as required

Required profile

• Proven track record in telemarketing, inbound and outbound, ideally in a non-advised sales process
• 1-2 years' experience in the health industry, insurance or outbound sales
• Strong objection handling, customer focus and problem-solving skills
• Good verbal and written communication, teamwork and judgment

Required skills

• Basic system navigation and Microsoft application skills
• Regulatory awareness
• Prioritisation and organisation of workload