IOH Complaint Handler at Cigna

Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - headquartered in Belgium - focuses on the needs of International...

 

IOH Complaint Handler

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 years
  • LocationNairobi
  • Job FieldCustomer Care 

YOUR ROLE

  • Accurately log, acknowledge, and manage customer complaints within agreed timelines, ensuring compliance with regulatory requirements.
  • Take full ownership of complaint investigations, conducting thorough root cause analyses to identify underlying issues and drive effective resolutions.
  • Partner with internal departments and key stakeholders to ensure timely and accurate complaint resolution.
  • Provide support to colleagues on complaint-related tasks to meet internal and external performance targets.
  • Maximise insights from customer interactions to identify opportunities for improving the member journey and enhancing overall customer experience.
  • Deliver meaningful insights through qualitative analysis, recommending corrective actions and contributing to continuous process improvements
  • Monitor and highlight key complaint trends to management, proposing improvement opportunities and sharing best practices to align processes across teams.
  • Ensure customer concerns are addressed effectively, maintaining a customer-centric approach in all interactions.
  • Share responsibility for managing complaint volumes and turnaround times, escalating any risks or delays to management promptly.
  • Build strong working relationships with internal teams to leverage resources for efficient complaint handling and timely responses.
  • Perform additional tasks as required to support business needs and contribute to team success.

YOUR PROFILE

  • Experience in financial services or insurance, with a solid understanding of industry standards.
  • Proven ability to deliver high-quality customer service with strong verbal and written communication skills, including professional writing for formal correspondence.
  • Proficient in Microsoft Office and familiar with Salesforce or similar CRM platforms.
  • Inquisitive and analytical, with a passion for identifying root causes and resolving customer concerns.
  • Committed to enhancing the customer experience, taking ownership and initiative in every interaction.
  • Strong organisational and time management skills, able to prioritise and adapt to changing workloads while meeting deadlines.
  • Confident and assertive in engaging with stakeholders at all levels.
  • Target-driven, with a proactive mindset and ability to work independently.
  • Able to work with speed and accuracy under pressure.
  • Customer-centric, demonstrating empathy and diplomacy while following processes.
  • Highly motivated, resilient, and a collaborative team player.
  • Skilled in problem-solving, with the ability to interpret data and identify improvement opportunities.
  • Comfortable challenging decisions constructively and managing conflict to find practical solutions.
  • Proactive in recommending and implementing process improvements.
  • Familiarity with FCA complaint handling is a plus (training will be provided if needed).

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Cigna on cigna.wd5.myworkdayjobs.com to apply

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