Retentions & Sales Support Specialist – Global Individual Health

ABOUT US:

Cigna healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. We deliver quality health care through choice, predictability, affordability and through integrated capabilities and connected, personalized solutions that advance whole person health.

Cigna’s mission is to help our customers improve their health, well-being and sense of security by providing access to care. With our whole health approach, we’re focused on addressing health concerns, improving resilience, reducing stress levels and emotional health issues. Our employer promise is to remain steadfast in our commitment to fostering growth and improving lives by offering meaningful work within a positive, inclusive culture that prioritizes our colleagues. We champion teamwork and collaboration and empower our people with cutting-edge technology to drive efficiency and amplify their impact in everything we do. Together we strive to create an environment where every individual thrives and contributes to meaningful change”

YOUR JOB:

As a Retention & Distribution Associate, you will contribute to the Sales job family in a support capacity by providing operational, administrative, and customer service support to the Retention and Distribution teams. You will help maintain customer satisfaction, support policy renewals, improve retention outcomes, and coordinate activities across internal stakeholders, brokers, and customers to ensure timely resolution of requests, effective broker engagement, achievement of monthly targets, and efficient management of renewal processes.

MAIN RESPONSIBILITIES:

• Support renewal and retention activities through effective tracking, coordination, and follow-up of customer requests and policy renewal requirements.
• Act as a key point of coordination between brokers, customers, underwriting, operations, customer service, and other internal stakeholders to facilitate timely completion of renewal activities.
• Maintain regular engagement with assigned brokers and distribution partners to support business retention objectives and ensure a high level of service delivery.
• Coordinate broker communications related to renewals, servicing requests, documentation requirements, and retention initiatives.
• Monitor renewal pipelines and customer accounts to identify outstanding actions, service issues, or risks that may impact retention performance.
• Support the achievement of monthly retention, renewal, and productivity targets through proactive follow-up, pipeline monitoring, and escalation of critical issues.
• Track broker performance and renewal activity metrics and prepare insights to support business planning and retention strategies.
• Assist with customer outreach activities related to renewals, policy servicing, service requests, and customer retention initiatives.
• Support complaint and escalation management by coordinating investigations, follow-up actions, stakeholder communications, and timely updates.
• Prepare and maintain periodic reports, dashboards, and analysis related to retention performance, broker activity, service levels, and customer outcomes.
• Maintain data integrity and accuracy across relevant systems and support process improvement initiatives to enhance operational efficiency and customer experience.
• Provide general administrative and operational support to the wider Individual Distribution team.
• Build and maintain positive relationships with internal and external stakeholders to support customer retention and service excellence.

SKILLS AND KNOWLEDGE NEEDED:

• Bachelor’s degree or equivalent combination of education and experience preferred.
• Experience in insurance, customer service, sales support, policy administration, or related operational functions preferred.
• General knowledge of insurance products, policy administration processes, customer service principles, and retention activities.
• Understanding of broker distribution channels, intermediary relationships, and broker engagement practices within the insurance industry.
• Strong organizational, coordination, and time-management skills with the ability to manage multiple priorities independently.
• Excellent communication, relationship-building, and stakeholder management skills.
• Commercial awareness with an understanding of retention, renewal, monthly targets, and customer satisfaction objectives.
• Analytical and reporting skills with the ability to monitor activity, identify trends, and support performance management.
• Experience using CRM systems, business systems, and reporting tools for tracking, reporting, and performance management purposes.
• Proficiency in Microsoft Office applications, particularly Excel.

SCOPE / COMPLEXITY:

Works under general supervision and prioritizes own workload to meet agreed service standards, monthly performance targets, and operational deadlines. The role contributes to retention and renewal outcomes through effective stakeholder coordination, broker engagement, operational support, and customer service excellence. The position focuses on operational support and customer retention enablement rather than direct sales ownership or portfolio management.

WHAT WE ARE LOOKING FOR

We are seeking individuals who thrive in collaborative environments, are customer-focused, proactive in managing priorities, and comfortable engaging with brokers and internal stakeholders to support retention and service excellence. The ideal candidate is organized, responsive, and motivated to contribute to meaningful customer and business outcomes within a company that prioritizes its people.

Join us and be part of a company where your growth, ideas and contributions are valued. Let’s create something extraordinary together. It’s time to look to your future and apply to work for Cigna today!

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.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.