Role Summary: The Customer Care Advocate is responsible for providing a high level of customer service, quality and accuracy when taking in-bound calls from our customers. Customer Care Advocates provide first call resolution when responding to a variety of customer inquiries pertaining to Short Term and Long Term Disability Leaves and Benefits. Responsibilities Include: • Responds with a sense of urgency to inquiries from policy holders, providers and/or others for information and assistance regarding insurance claims, benefits and policies. • Proactively investigates and resolves complex customer service issues, calls, and complaints. • Uses critical thinking when problem solving, ensuring customer satisfaction and adherence to company policies. • Establishes clear call expectations & explanations, follows-up as promised, actively listens and probes for clarification so as to better provide guidance. • Interprets & explains policy provisions to the customer’s satisfaction and level of understanding. • Able to de-escalate callers and appropriately address sensitive issues while communicating information in as tactful and positive a manner as possible. • Maintains a high level of confidentiality across all interactions in adherence with all privacy regulations and requirements. • Seamlessly incorporates Cigna's “The Words We Use” into all internal and external interactions and communication. • Able to handle a large volume of calls and work in a high pressure call environment. • Able to meet and work within service center metric requirements including Average Handle Time, After Call Work, Quality and Schedule Adherence. • Active participation in staff meetings and learning activities. • Completing additional tasks and projects as assigned.
High School diploma or equivalent required. • Working knowledge of basic computer functions including Microsoft products, internet research and email communication. • Able to navigate between multiple software systems or applications with relative ease. • Strong verbal and written communication and interpersonal skills required. • Ability to prioritize multiple tasks and duties. • One year of experience in a Customer Service environment interacting with a culturally diverse population a plus. • Bilingual in Spanish is a plus.