Broker Account Manager

Broker Account Manager

Cigna is one of the largest International Medical Insurers worldwide and can trace its roots back over 200 years. With over 35,000 employees across the world with offices in the UK, Asia, US & Middle East, Cigna has established itself as a Fortune 500 company.

We are looking for a highly motivated, focused individual to join this rapidly expanding team. You will have the opportunity to work for a forward thinking and progressive organization, within a dynamic team environment where there are tangible progression opportunities. The Position: Reporting to the Broker Support Team Manager, you will be responsible for the end to end broker service process for our CGHO intermediaries.

Experience Required:

• A minimum of 12 months experience in medical administration or customer service focused organization.
• Ability to meet/exceed targets and manage multiple priorities.
• Proficient in Microsoft Office applications.
• B2B experience preferred but not necessary
• Proven experience in managing accounts and building strong client relationships.

Skills:

• Strong relationship management and interpersonal skills.
• Excellent attention to detail and high accuracy.
• Confident communicator with strong written and verbal skills.
• Comfortable and confident in proactive outreach via telephone to resolve broker enquiries and strengthen relationships.
• Proficient in Microsoft Office applications.
• Self-starter with the ability to work independently and contribute to team success.

Responsibilities:

• Serve as a dedicated account manager for brokers, delivering exceptional service and fostering long-term relationships.
• Proactively follow up on broker requests, ensuring resolution and communication within agreed timelines.
• Ability to work under own initiative, Monitoring and managing both your own and the central team inbox.
• Meet and exceed service targets including call volumes, talk time, and first-contact resolution.
• Collaborate with internal departments to ensure broker needs are met efficiently and effectively.
• Identify and recommend process improvements to enhance broker experience.
• Support team goals by providing assistance and sharing knowledge across the team.
• Ability to organise, prioritise and manage workflow to meet individual and team requirements.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.

Qualifications:

• Bachelor's degree preferred.
• Excellent verbal and written communication skills as well as listening and conflict resolution skills.
• Ability to define and resolve complex queries, resolve multiple problems throughout the day and be able to recommend a resolution for each problem.
• Highly organized, able to multi-task and handle high priority issues while working independently.
• Technology savvy. Advanced user of Microsoft Office applications.
• Fluent in English is a must

What We Offer:

• Rotational shift and working hours – may require flexibility to cover certain regions markets.
• Full onboarding and training provided.
• Current hybrid working arrangements - 3 days per week WFH and 2 days from our office in DIFC.
• Private medical insurance.
• Educational development program.

We seek individuals who thrive in collaborative environments, are passionate about driving meaningful change, and are excited to grow in a company that prioritizes its people. Join us and be part of a company where your growth, ideas, and contributions are valued. Let's create something extraordinary together.