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Regional Account Manager CGI

CIGNA - Phoenix, AZ

Regional Account Manager CGI','17010202','!*!Role Summary

The Regional Account Manager (RAM) is a client-facing role that works in an assigned market to support the inforce Select and Middle Market (0 – 499 lives) book of business.  They are accountable for the persistency and financial health of the book of business and to finalize the implementation and onboarding of a new client, as well as manage all lifecycle activities of inforce clients, including the renewal.  The AM is also responsible for responding to complex inquiries, solving non-routine problems using independent judgment and discretion, and ensuring client satisfaction with Cigna’s products and services.


Conduct all new business onboarding activities, including delivery of signature and policy documents (Select Segment), demos of self-service tools for billing and claims reporting with the client.  The intent is to educate the client on their responsibilities in managing these plans.  This includes, but is not limited to delivery of Admin Manual, Value Add Product/Service Brochures, and pertinent forms the client will need to administer their plans.

Provide account management and service support in the designated market for complex inquiries and escalated items for clients and brokers.

Facilitate and negotiate policy changes with clients/brokers.  Evaluate the appropriate complexity of the service requests, and provide overall management of the request for timeliness and accuracy:

a) For simple life cycle changes, engage Service/Implementation Support Team for handling end to end.

b) For complex life cycle changes, determine the appropriate requirements and partner with Service/Implementation Support Team for processing timely and efficiently. 

Analyze, trouble shoot & resolve issues across multiple processes end to end within tight time frames and to client satisfaction.

Ensure timely and accurate responses to inquiries and service requests.  Manage and monitor requests within internal systems and refer changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.

Identify Up Sell/Cross Sell opportunities; provide leads to appropriate contacts

Actively support Sales in achieving business goals and objectives in persistency, profitability and growth.

Develop and maintain effective business partnerships to ensure service issues are managed proactively; communicate clearly, accurately and effectively with all business partners; Participate in regularly scheduled feedback and information exchange sessions with key business partners

Provide support, training and mentoring of team members and other internal partners on products and services, and processes as it relates to servicing our clients.

Identify, lead and drive recommendations of process improvements to accelerate client experience in a positive way.  Serve as a Subject Matter Expert for project and business development teams.

Participate and support stretch opportunities and cross-functional projects within and outside of the implementation / service teams.','!*!Qualifications:

Minimum 3 years Account Management, customer or client service work experience required

BA / BS Degree preferred

Knowledge of group insurance products, systems, insurance industry experience strongly preferred

Must have current insurance licensure or Must obtain insurance licensure within 60 days of hire

Experience with onboarding of new clients preferred

Ability to handle complex inquiries, high-profile client base

Ability to identify and execute on process efficiencies

Proven success operating in a fast-paced, customer service environment

Ability to both assign and accept responsibility for tasks and see them through to completion

Ability to multi-task, manage through conflict and use priority setting to accomplish goals required

Strong learning agility, in order to quickly gain expertise on multiple products, services, tools, systems and processes preferred

Ability to work both independently and with business partners to achieve common goals

Strong organizational and time management skills

Effectiveness in presentations and training

Customer service oriented, with high degree of oral and written communication skills

Proficiency in negotiation and sales techniques','Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status. Need an accommodation? Email:','United States-Arizona-Phoenix','United States-Pennsylvania-Bethlehem','25600 N. Norterra Dr, Bldg A','','Phoenix','85085','Sales-Direct Sales/Acct Mgmt','No','No','Full-time','Day Job','Regular','Standard','Individual Contributor','No','Nov 9, 2017','Regional Account Manager CGI']);


9 days 5 hours ago


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Location: Phoenix, AZ

Company Profile:
Cigna works with employers and organizations around the world helping employees stay healthy and on the job. We work closely with brokers and consultants to develop innovative programs, help individuals and families improve their health, well-being and sense of security—and lower their medical costs. And, Cigna provides access to a global network of local physicians and hospitals—as well as 24/7/365 live customer service.