Customer Service Representative - Cigna Healthcare

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About the role

About Cigna Healthcare Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 14th on the Fortune 500 in 2026, Cigna is recognized as one of the most trusted and influential names in the industry. Our mission is to improve the health, well-being, and peace of mind of those we serve. You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work. We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives. About the Role As a Customer Service Representative, you’ll join our Global Service Centre, supporting members around the world who have private medical insurance with Cigna. As a first point of contact by phone and email, you’ll respond to enquiries, provide information and support, and help customers who may be experiencing a difficult time. You’ll also support claims processing, interpret policy provisions and work towards first-contact resolution while following defined procedures and service timelines. What You’ll Do • Deliver a high level of customer service, responding to enquiries, grievances, complaints and appeals ranging from routine to moderate complexity and working towards first-contact resolution. • Process dental, vision and medical claims accurately and within required timelines, in line with customers’ benefits, policy terms and conditions. • Research customer enquiries and interpret policy provisions to provide appropriate information, advice and assistance to customers and colleagues. • Monitor turnaround times and manage your workload to help ensure customer contacts and claims are resolved within required timescales. • Work with internal departments and relevant service partners to make effective use of available resources for customers, taking regional benefits into account. • Support your wider team in achieving operational goals, while following applicable operating procedures and regulations. • Complete additional tasks as required to support business needs. What You’ll Bring • You can commit to 35 hours per week and shifts between Monday and Sunday, 7am to 10pm. • You can complete eight weeks of induction training from your December 2026 start date, based in the Greenock office, and travel to the Greenock office three times per week once fully competent. • You have strong verbal, written and interpersonal communication skills, with the ability to understand customer needs and respond professionally and confidently. • You can organise and prioritise your workload, work towards individual and team targets, and maintain accuracy and attention to detail in a fast-paced environment. • You have solid IT skills, including the ability to use Microsoft Office and in-house systems. • You can use your own initiative and proactively recommend and implement process improvements. Previous Customer Service experience is not essential. Skills Soft Skills • Customer service and interpersonal communication • Empathy when supporting customers experiencing difficult circumstances • Organisation and prioritisation • Professional judgement • Attention to detail and accuracy • Initiative and proactive problem-solving Technical / Functional Skills • Microsoft Office and in-house systems • Understanding and interpretation of policy provisions • Custo

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