Experience Inc. Jobs

Job Responsibilities

• Provides strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every enquiry for turning brokers become advocates of Cigna Healthcare Hong Kong;

• Establish policies and procedures, to promote good governance while maintaining good broker relation;

• Ensure an effective and efficient pipeline management processes established to the team and to ensure all new business cases are followed & implemented accurately and in a professional manner;

• Drive continuous improvement on brokers experience;

• Support Broker Contact Strategy for assigned book of business to develop and maintain relationships with brokers and clients;

• Handle brokers’ escalated enquiries & complaints, and solving problems using independent judgment and ensuring satisfaction. Identify improvements to prevent issues from re-occurring;

• Provide regular training to staff to meet performance expectations. Ensure effective staffing and resource utilization to meet the needs of BAU & Projects;

• Be a backup to address brokers’ enquiries on global medical plans

• Maintain knowledge of all systems, products, programs, services, benefits and utilize this knowledge in effective resolution of broker and customer issues regarding the quote and buy process;

• Own broker portal utilization and action on broker feedback for driving better broker journey

• Manage ad-hoc projects and duties;

• Be a liaison among the team and internal departments and to the brokers;

• Prepare monthly management report and ad-hoc report for management.

Experience/ Knowledge, Education and Other Requirements

• University education with minimum 5 years’ working experience in broker support functions

• 4 years in supervision experience

• IIQE Paper 1,2,3 required

• Solid experience to work with Sales/Brokerage

• Health insurance background preferred

• Self-motivated and able to manage priorities in meeting tight deadlines

• Detailed oriented, organized and able to work independently

• Excellent communication skills in both written and spoken English and Chinese

• Solid knowledge of Microsoft applications including Word, Excel, PowerPoint and Outlook

• Strong communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.

• Ability to manage multiple and divergent priorities and deadlines, work independently and proactively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions

About The Cigna Group

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.