Client Account Support Senior Analyst: Native Japanese Fluent - Remote - Cigna Global Health Benefit

The position is responsible for responding to complex service inquiries including post sale support for new and existing clients by an English and Native Japanese speaker that can read, write and speak fluently in Katakana, Kanji and Hiragana.

Manage solving non-routine problems using independent judgment and discretion and ensuring client satisfaction with products and the overall service experience.

Coordinates with Japanese and Corporate Client Managers to ensure service needs are met and potential problems are averted.

This position will require consultative thinking when decisions are needed in real time and for brokers or clients.

These decisions or explanations may include how benefits are administered across platforms, the intricacies of specific products and how our networks work.

The person in this role must be able to balance capability with client desire and set expectations appropriately with new and existing clients

Roles and Responsibilities


* Required to be an English and Native Japanese speaker that can read, write and speak fluently in Katakana, Kanji and Hiragana


* Provides Japanese translation on emails, documents, presentations and other client/ broker materials


* Will act as a technical resource that will create and maintain Japanese language materials.


* Organizes and facilitates WebEx and Webinar meetings for Japanese and Corporate Client or Brokers


* Demonstrates thorough business knowledge about product and service offerings and supports rollout of organizational initiatives


* Responsible for resolving complex inquiries, delegated tasks, solving non-routine problems, and ensuring satisfaction with products and service for the Japanese and Corporate Client Management team.


* Develops an individual relationship with and interacts directly with Japanese clients and brokers, with guidance from Japanese Client Manager(s)


* Travels alongside Japanese Client Manager(s) to attend and present topics in internal and external client meetings


* Provides point of contact back up telephonic and email support for client manager(s)


* Manage and deliver host of reports directly to clients and brokers.

Assists with analytical assessments


* Provide response to emails and/or voice mails within 24 hours


* Compliance with all mandatory training to broaden knowledge base and gain expertise.

Completed on time by deadlines and with expected passing requirements


* Will work as a Cigna Global broker advocate as an internal partner to support a high touch broker.


* Supports all ad hoc Client Management Salesforce.com reporting requests.


* Provides partnership/support with development and documentation of new or updated policy and procedures for Client Management.

Qualifications

The ideal candidate will possess the following skills:


* Fluent reading, writing and speaking in English.

Required to be a Native Japanese speaker and can read, write and speak fluently in...