Intake Customer Service Advocate at 220 Life Ins Co of North America in Pittsburgh, Pennsylvania

Job Description:

Customer Service Advocate Role Summary:

In this pivotal role, Intake Customer Service Advocates field incoming calls from Cigna customers to initiate the setup of FML, PFL, ADA, STD and LTD claims. Enters information gathered via telephone to open the requested leave/claim with high level of accuracy.  Ensures successful transmission of this information to the appropriate location within targeted time frames.  All activities for this position are performed under the guidance of the Team Leader, Senior Intake Specialist, and Trainer.  Expected to meet metrics, provide excellent customer service and adhere to schedule.

Job Schedule Details:

Start day:  January 4, 2021

Six weeks paid training – mandatory attendance

Shift Schedule: In class training shift:  Monday – Friday, 8:00 am – 4:30 pm EST

After class training: Shifts are Monday through Friday, eight hour shifts between the operation hours of 8:00 am - 8:00 pm EST

The successful candidate will be able to interact appropriately and efficiently with Cigna customers using excellent interpersonal and listening skills, critical thinking, and problem solving skills. Along with the ability to use computer-based resources in a highly effective manner to initiate the setup of FML, PFL, ADA, STD and LTD claims.

Some key qualifications include:

• Must be able to work any schedule given between 8:00 am - 8:00 pm EST -- Monday through Friday.


• Flexibility to support extended hours and overtime as determined by business needs in order to meet customer expectations.


• Able to maintain excellent attendance throughout six weeks of training and beyond.


• High School Diploma or GED Required.


• 1+ years of contact center/customer service experience preferred


• Knowledge of PC operations; Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer


• Committed to meeting and exceeding the expectations of internal and external customers


• Ability to communicate information in a clear, concise and timely manner while using appropriate verbal/written channels of communication. 


• Demonstrates excellent interpersonal skills.


• Demonstrates problem-solving skills and the ability to recognize opportunities for improvement and take appropriate action when necessary


• Ability to perform in a high volume, fast paced call center environment


• Exceptional organizational and time-management focus

Core Competencies of this role:

Customer focus - Building strong customer relationships and delivering customer-centric solutions

Communicates effectively - developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Action Oriented - taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm

Interpersonal Savvy - relating opening and comfortably with diverse groups of people

Manages complexity - making sense of complex, high quantity and sometimes contradictory information to effectively solve problems

Demonstrates self awareness - using a combination of feedback and reflection to gain productive insights into personal strengths and weaknesses

Situational adaptability - adapting approach and demeanor in real time to match the shifting demands of different situations

Tech Savvy - Anticipating and adopting innovations in business-building digital and technology applications.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make?  To see our culture in action, search #TeamCigna on Instagram.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.