Loyalty and Retentions Sales Executive

Loyalty and Retention Sales Executive

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025 Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health well-being and peace of mind of those we serve.

Join our globally recognized brand where trust communication and a positive culture are at the core of everything we do. Our leadership is consistent approachable and supportiveensuring your well-being and work-life balance.

Were looking for individuals who thrive in collaborative environments are passionate about meaningful change and want to grow in a company that puts people first.

At Cigna youll be part of a purpose-driven team that values innovation compassion and impact. Whether youre shaping better care experiences or supporting customers through lifes key moments your work will matter.

Grow with usand help shape the future of healthcare.

About The Role

Reporting to the Loyalty Team Manager you will take ownership of a dedicated portfolio of existing customers with responsibility for protecting and growing the value of that book through strong lapse prevention and persistency performance.

The role combines proactive relationship management with responsive retention activity. You will actively engage customers throughout the policy lifecycle including midterm and renewal touchpoints to build loyalty reinforce the value of their policy and identify potential risks of cancellation early.

Alongside proactive outreach you will handle inbound and outbound requests from customers who are considering cancelling or stopping payments on their policy. Using effective listening and objectionhandling skills you will seek to understand customer concerns resolve issues where possible and retain customers in a fair and compliant manner.

You will also strengthen customer engagement by delivering tailored communications including written content and video messages designed to enhance understanding of policy benefits and reinforce longterm value. Throughout all interactions you will aim to deliver a positive customer experience while achieving individual and team retention targets.

Youll Be Responsible For:

• Take full ownership of a dedicated portfolio of existing customers managing relationships throughout the policy lifecycle
• Proactively engage customers through scheduled midterm and renewal outreach to build loyalty reinforce policy value and identify early cancellation risk
• Handle inbound and outbound contact from customers who are considering cancelling or stopping payments on their policy at both midterm and renewal stages
• Use effective listening and objectionhandling techniques to understand customer needs resolve concerns and retain customers where appropriate
• Apply policy changes discounts or alternative solutions in line with guidelines to prevent unnecessary lapses
• Identify and maximise appropriate upsell and crosssell opportunities within your customer book
• Achieve individual persistency retention productivity and quality KPIs as set by management
• Contribute to overall team and business persistency and retention targets
• Adhere to agreed cancellation contact and service level agreements (SLAs)
• Deliver tailored customer communications including written content and video messages to strengthen engagement and demonstrate policy value
• Obtain complete and issue all regulatoryrequired documentation accurately and within required timeframes
• Maintain accurate customer records and files in line with data protection and regulatory standards
• Operate within all regulatory territorial and quality assurance guidelines retaining customers with integrity and always treating them fairly
• Follow the agreed contact strategy to maximise customer reach and engagement
• Communicate effectively with internal stakeholders including client management medical teams and colleagues to resolve customer queries efficiently
• Actively support team objectives sharing knowledge and best practice with colleagues
• Provide guidance and support to less experienced team members where required
• Identify opportunities for process improvement and make constructive recommendations to management
• Undertake ad hoc tasks as required to support business needs

What Youll Bring to the Role

• Previous experience in a sales/retention environment
• Experience handling inbound and outbound calls in a nonadvised sales/retention environment
• Strong customerfocused approach with the ability to identify issues and deliver effective retention solutions
• Proven objectionhandling skills particularly with customers considering cancellation or stopping payments
• Ability to manage and prioritise a personal book of customers in a fastpaced targetdriven environment
• Excellent verbal and written communication skills with the ability to build rapport and trust
• Sound judgement when applying policy changes discounts or alternative options in line with guidelines
• Strong regulatory awareness with the ability to work compliantly and treat customers fairly
• Confident team player who contributes positively to shared objectives

Why Youll Love Working Here

• Competitive salary
• Multicultural and hybrid working environment
• Private Medical Insurance
• Employee Wellbeing Benefits
• Educational Development Program

About Cigna Healthcare

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.