Job Summary

At Cigna, we are committed to improving the health, well-being, and peace of mind of those we serve. We are seeking a highly motivated and customer-oriented Bilingual Customer Service Representative to join our dynamic remote team. As a critical part of our customer service department, you will provide world-class support to our diverse client base by resolving inquiries, managing concerns, and delivering tailored solutions. This role requires fluency in both English and Spanish to effectively communicate and assist customers across multiple regions.

Key Responsibilities

• Serve as the first point of contact for customers, handling inbound calls, emails, and chat interactions.
• Provide accurate information regarding Cignas products, services, benefits, and claims.
• Resolve customer issues promptly while ensuring a positive customer experience and maintaining Cignas service standards.
• Identify customer needs and offer relevant solutions or escalate complex cases to appropriate departments.
• Maintain detailed and accurate records of customer interactions within our CRM system.
• Collaborate with team members and cross-functional departments to improve customer service processes.
• Meet and exceed individual performance goals, including quality assurance, productivity, and customer satisfaction metrics.
• Ensure compliance with all company policies, procedures, and regulatory guidelines.

Required Skills and Qualifications

• Fluency in English and Spanish, both written and verbal, is essential.
• High school diploma or equivalent; college degree is a plus.
• Strong communication and interpersonal skills with a focus on empathy and active listening.
• Ability to troubleshoot problems and provide innovative solutions to customer inquiries.
• Proficiency in Microsoft Office Suite and experience working with customer service software or CRM platforms.
• Ability to multi-task, prioritize, and manage time effectively in a remote work environment.

Experience

• Minimum of 1-2 years of customer service experience, preferably within a healthcare, insurance, or call center environment.
• Prior experience handling bilingual customer interactions is highly preferred.
• Familiarity with healthcare industry terminology and processes is an advantage.

Working Hours

• Full-time position with flexible shifts available.
• Standard working hours may include weekdays, evenings, weekends, and some holidays to meet customer needs.
• Remote role with potential for schedule adjustments based on business needs.

Knowledge, Skills, and Abilities

• Deep understanding of customer service principles and best practices.
• Strong organizational skills with keen attention to detail.
• Ability to adapt quickly to changes in processes, technology, and company policies.
• Excellent problem-solving and conflict-resolution abilities.
• Capable of working independently and collaboratively in a fast-paced environment.
• High level of discretion and professionalism when dealing with sensitive customer information.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance packages.
• 401(k) plan with company match.
• Paid time off, including vacation days, sick leave, and company holidays.
• Tuition reimbursement and continuous learning programs.
• Wellness programs and employee assistance resources.
• Equipment and tools provided to work effectively from home.

Why Join Cigna

Cigna is a global leader in health services, dedicated to making healthcare more affordable and accessible for millions worldwide. We foster a supportive and inclusive environment where your contributions make a meaningful impact on the lives of those we serve. Join a company that values integrity, customer-centricity, and innovation while offering long-term career growth opportunities and a chance to be part of a purpose-driven mission.

How to Apply

Ready to make a difference? Apply today by submitting your resume and cover letter through Cignas official careers page or click the Apply Now button on this job posting. Qualified candidates will be contacted by our recruitment team for the next steps.