Job Description
Customer Service Senior Representative – Bilingual (Spanish) REQUIRED
Location: Virtual, California, United States of America
Category: Customer Service & Claims
Job Id: 23011794
Job Summary:
The Cigna Supplemental Benefits (CSB) Agent Resource Center (ARC) senior representative is responsible for being well versed in the rules and regulations of Medicare and Medicare Supplement insurance plans, handling underwriting, as well as commission/compensation inquires. The representative will handle incoming requests of a varying nature and must be ready to quickly use resources in order to accurately provide the information being requested.
The representative reviews submitted applications and provides policy details to the callers, either agents or applicants.
The representative is familiar with commission’s payments and schedules in order to assist with agent’s inquiries regarding their compensation.
The representative will assist other members of the team with complex issues.
Core Responsibilities:
- Receives requests via telephone regarding insurance application status and commissions.
- Responds to inquiries from internal and external sales agencies, for information and assistance.
- Performs research to respond to inquiries and interprets notifications to determine most effective response.
- Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
- Schedule may vary based on needs of business, but core working hours are: Monday-Friday 8-5:30 CST
- Performance determined on many factors including phone metrics and quality assurance scores.
Minimum Qualifications:
- Bilingual (Spanish/English) – Required
- Associate’s Degree and/or 2+ years’ work experience in customer service- call center preferred
- Ability to handle complex customer issues in a professional and calm manner