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Client Account Support Senior Analyst ID-11635

April 16, 2025

Please note: This hybrid role will require the incumbent candidate to come into the local Cigna office 3 days per week.

The Sales Client Account Support Senior Analyst role provides professional input to Client Services assignments and projects for a designated book of business. This role delivers specific delegated tasks in managing a moderately complex book of business as assigned by the manager. Accountable to proactively manage, respond and address client and broker inquiries through service plans to facilitate results attainment for the client experience and net promoter score (NPS), persistency and overall customer growth. The ideal candidate will have demonstrated experience and ability to manage all services aspects of Client Account service delivery, product offerings, funding types and platforms for assigned accounts within a market/region. This includes managing business relationships, delivery of moderately complex client and broker requests, using independent judgment and discretion, proactive service support and management of sensitive cases. Key responsibilities will also include facilitating root cause analysts and issuing resolution across matrix lines.

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The incumbent candidate must be based out of the following office:
Dallas, TX

Responsibilities:

Serve as primary point of contact for a designated book of business and responsible to service excellence for clients and broker partners that include

handling day-to- day service related needs, proactive issue identification,

resolution and root cause analysis.

Coordinates with manager and/or account manager to meet clients’ needs and ensure potential problems are averted. Keeps account manager informed of account status and opportunities for expanded business.
Attend geographically assigned local market client/broker meetings
Completes day-to-day Client Account Support tasks without immediate

supervision, but has ready access to advice from more experienced team

members. Tasks involve a degree of forward planning and anticipation of needs/issues. Resolves non-routine issues escalated from more junior team members.

Builds strong relationships with the client/broker, proactively identifying the needs of the customer and satisfying the customer in a timely manner. Makes on-site presentations to existing and prospective clients to educate and inform on products as required and in support of client retention.
Exhibits expert knowledge and understanding of moderately complex

processes, compliance and regulatory requirements and can effectively apply in a fast- paced environment. Understands multi-product and benefit options for dual systems, platforms, funding types.

Provide support for designated Client Service Operations Lead team on all

issues and initiatives related to resolving issues or delegating to matrix business partners as needed.

Accountable to collaborate with the Sales team to understand the products, benefits and services for sold cases. Make independent decisions and present proactive solutions/approaches to mitigate delays and potential service risk. Specifically identify risks, diagnose problems, perform root cause analysis,

understand notifications as well as changes, influence, solve problems and make recommendations. Including participation in project execution.

Provide subject matter knowledge to cross-functional teams and influence business partners accuracy and importance of timely submission to execute.
Attention to detail, accuracy and ability to work under tight time constraints and communicate effectively for team success.

Qualifications:

Bachelor/Associate’s degree in a related field preferred or at least 3-5 years of related experience.
Previous sales operations, service, sales support skills and working knowledge/experience strongly preferred
Exceptional customer centric skills and knowledge in all product and funding types strongly preferred.
Strong attention to detail; Ability to quickly understand the Clients’ needs and expectations.
Proven Strong analytical and problem solving skills, strongly preferred
Organized and experienced in meeting tight deadlines
Strong communication and interpersonal skills (verbal, written)
Ability to consistently meet tight deadlines and work under pressure
Strong working knowledge of Microsoft Outlook, Word, Excel, PowerPoint and Salesforce is required
Prior experience working with matrix partners and external customers is

preferred

Ability to attend client/broker events locally with potential to travel

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Client Account Support Senior Analyst ID-11635

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?