Career Development

What Does a Cigna Customer Service Representative Do?

Find out what a Cigna Customer Service Representative does, how to get this job, and what it takes to succeed as a Cigna Customer Service Representative.

Cigna is a global health service company that provides health, dental, and vision insurance plans to individuals, families, and businesses. They also offer a variety of other services such as health coaching, wellness programs, and pharmacy services.

A Customer Service Representative at Cigna is responsible for providing excellent customer service to clients. This includes answering questions about Cigna’s products and services, resolving customer complaints, and providing information about billing and payment options. They must also be knowledgeable about Cigna’s policies and procedures and be able to explain them to customers in a clear and concise manner.

Cigna Customer Service Representative Job Duties

A Cigna Customer Service Representative typically has a wide range of responsibilities, which can include:

  • Provide excellent customer service to Cigna customers, responding to inquiries and resolving issues in a timely manner
  • Answer incoming calls from customers regarding their health insurance plans, claims, billing, and other related topics
  • Educate customers on the features of their plan, including coverage levels, deductibles, copays, coinsurance, and out-of-pocket maximums
  • Assist customers with enrollment into new plans or changes to existing plans
  • Process payments for premiums, co-pays, and other charges as needed
  • Respond to customer emails and online chat requests in a professional and courteous manner
  • Maintain accurate records of customer interactions and transactions
  • Follow up with customers to ensure satisfaction and resolve any outstanding issues
  • Identify opportunities to improve customer experience and suggest process improvements
  • Stay current on all Cigna products, services, policies, and procedures
  • Participate in training sessions and team meetings as required
  • Adhere to company standards and regulations at all times

Cigna Customer Service Representative Salary

The salary for a Customer Service Representative at Cigna is determined by a variety of factors, including the applicant’s experience, education, and skillset. Other factors such as the size of the company, the location of the job, and the industry may also play a role in determining the salary. Additionally, the company’s internal policies and procedures may affect the salary for the position.

  • Median Annual Salary: $40,687 ($19.56/hour)
  • Top 10% Annual Salary: $49,220 ($23.66/hour)

Cigna Customer Service Representative Job Requirements

To be hired as a Customer Service Representative at Cigna, applicants must have a high school diploma or equivalent. Previous customer service experience is preferred, but not required. Applicants must also have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Additionally, applicants must be able to type at least 40 words per minute and have a basic understanding of computer programs and software. Cigna also requires applicants to pass a background check and drug test prior to being hired.

Cigna Customer Service Representative Skills

Cigna Customer Service Representative employees need the following skills in order to be successful:

Customer Service: Customer service skills are the foundation of any customer service job. Customer service representatives must be able to interact with customers in a friendly and professional manner. This includes greeting customers, answering their questions and resolving any issues they may have. Customer service representatives must also be able to handle difficult situations with tact and patience.

Multitasking: Customer service representatives often have many tasks to complete in a short period of time. This can include taking calls, processing paperwork, entering data, updating files and more. Having the ability to multitask can help you complete your tasks efficiently and effectively.

Telephone Skills: Customer service representatives often use their telephone skills to communicate with customers. This includes greeting callers, listening to their concerns and answering questions. You may also need to transfer calls to other departments or representatives.

Call Center Management: Customer service representatives often work in call centers, where they may be supervised by a manager. This position requires the ability to manage a team of customer service representatives, including assigning work, monitoring call quality and evaluating employee performance. Managers also provide guidance and feedback to their team members.

Gmail: Gmail is a free email service offered by Google. Customer service representatives often use Gmail to send and receive messages from customers. Familiarize yourself with Gmail and learn how to use it to send and receive messages. You can also use Gmail to send and receive attachments.

Cigna Customer Service Representative Work Environment

Cigna customer service representatives typically work in a call center environment, taking incoming calls from customers and providing them with the information they need. They may also be responsible for making outbound calls to customers to follow up on inquiries or to provide additional information. Cigna customer service representatives typically work a 40-hour week, although they may be required to work overtime during peak periods. They may also be required to work evenings and weekends, depending on the needs of the company. Cigna customer service representatives must be able to handle a high volume of calls and remain calm and professional in stressful situations. They must also be able to multitask and handle multiple customer inquiries at once.

Cigna Customer Service Representative Trends

Here are three trends influencing how Cigna Customer Service Representative employees work.

Remote Workforce

With the rise of remote work, customer service representatives are now able to provide services from anywhere in the world. This shift has allowed Cigna to expand its reach and offer more personalized customer experiences.

Remote workforce technology also allows for better collaboration between teams, as well as improved communication with customers. With this technology, customer service representatives can quickly respond to inquiries and resolve issues without having to be physically present. Additionally, it enables them to access customer data faster and more accurately, allowing for a smoother customer experience.

Data-Driven Customer Service

Data-driven customer service is becoming increasingly important for Cigna Customer Service Representatives. With the rise of big data, customer service reps are now able to access and analyze large amounts of customer data in order to better understand their customers’ needs and preferences. This allows them to provide more personalized and efficient service.

Data-driven customer service also helps Cigna CSRs identify trends and patterns that can be used to improve customer experience. By leveraging data analytics, they can quickly spot areas where improvements need to be made and take action accordingly. In addition, data-driven customer service enables Cigna CSRs to anticipate customer needs and proactively address any issues before they become a problem.

Artificial Intelligence

Artificial Intelligence (AI) is becoming increasingly important for customer service representatives. AI can be used to automate mundane tasks, such as responding to frequently asked questions and providing personalized recommendations. This allows customer service reps to focus on more complex issues that require human interaction.

AI also helps Cigna customer service reps better understand their customers’ needs by analyzing data from past interactions. This enables them to provide more accurate and timely responses to customer inquiries. Additionally, AI-powered chatbots can help reduce wait times and improve the overall customer experience.

Advancement Prospects

Customer service representatives may be able to move up within their organization by taking on more responsibility and demonstrating their ability to handle more complex customer service tasks. They may also be able to move into supervisory roles, such as customer service manager or customer service director. In addition, customer service representatives may be able to move into other roles within the organization, such as sales, marketing, or operations.

Interview Questions

Here are five common Cigna Customer Service Representative interview questions and answers.

1. Give us an example of when you went above and beyond for a customer.

This question is a great way to show your interviewer that you are willing to go the extra mile for customers. When answering this question, it can be helpful to think of a specific time when you went above and beyond for a customer and how it helped them or made their experience more positive.

Example: “When I was working at my previous job as a customer service representative, I had a customer who called in because they were having trouble with their prescription. After talking with them for a while, I realized that they didn’t understand how to use their medication properly. So, instead of just telling them how to take their medicine, I spent an hour on the phone going over everything with them until they understood completely.”

2. Why should we hire you over other qualified individuals?

Employers ask this question to learn more about your qualifications and why you are the best candidate for their open position. When answering, be honest and highlight a few of your strongest skills or experiences that make you an ideal candidate.

Example: “I am highly organized and detail-oriented, which makes me a great fit for customer service roles. I also have excellent communication skills, so I can help customers with any questions they may have. In my previous role as a Cigna customer service representative, I helped many customers understand their coverage options and find plans that suited their needs. This experience has given me valuable insight into what customers look for in a plan.”

3. What type of work environment do you prefer?

This question can help the interviewer determine if you would be a good fit for their company culture. When answering this question, it can be helpful to mention any specific details about your preferred work environment that may not have been included in the job description.

Example: “I prefer working in an office setting where I am able to collaborate with other employees and receive feedback from my manager. In my last position, I worked alongside two other customer service representatives who were also new to the role. We all had weekly meetings with our supervisor where we discussed how we could improve our performance and learned more about the products we sold.”

4. Walk me through how you would sell an individual healthcare plan to a potential customer.

This question is a great way to test your sales skills and how you would approach selling an individual healthcare plan. When answering this question, it can be helpful to provide specific examples of how you have sold plans in the past.

Example: “I would first ask them what their current insurance situation looks like. Then I would explain all of the benefits of Cigna’s individual health care plans. If they are currently uninsured, I would make sure that they understand the importance of having some form of coverage. I would also let them know about any discounts or promotions we may be running at the time.”

5. Tell me about a time when you had to deal with an angry client, how did you handle it?

Customer service representatives often have to deal with unhappy customers. Employers ask this question to make sure you know how to handle these situations and keep them from escalating. In your answer, explain that you would remain calm and try to resolve the situation as quickly as possible.

Example: “I once had a customer who was upset because they didn’t receive their prescription on time. I apologized for the inconvenience and explained that there was an issue with our delivery system. The customer seemed satisfied with my explanation and said she understood it wasn’t my fault. She told me she appreciated my help and would be willing to wait until we could deliver her medication.”


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