Broker Retention Specialist

6 months ago


Glasgow, United Kingdom The Cigna Group Full time

Drive performance improvement specifically relating to Persistency including Renewal Retention, Cancel from Inception and mid-term cancellations.
- Upselling of policies to existing broker customers
- Work with management to design, propose and implement innovative solutions to enhance performance
- Drive the broker contact strategy, alongside Marketing, to deliver high levels of customer satisfaction and use of propensity models to identify potential leavers.
- Investigate, present and where appropriate implement enhancement initiatives to secure positive impacts across persistency and customer satisfaction metrics.
- Monitor and report on work levels and control work flow
- Identify shortfalls in process performances and work with quality/business teams contributing o improvement related projects where necessary so that the continuous cycle of improvement is maintained.
- Provide Regular reporting and information around key metrics, including presenting this to members of senior management where required.

Skills & Experience
- Strong customer focus with ability to identify and solve problems
- Strong interpersonal skills with excellent written and verbal communication
- Ability to exercise judgement
- Ability to organise, prioritise and manage workflow
- The ability to work well in a team environment
- Good keyboard skills
- Regulatory awareness
- Preferable experience of an B2B retentions/sales process

**About Cigna Healthcare**

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
- 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._


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