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ESSENTIAL JOB DETAILS
- Position: Spanish Speaking Customer Service Representative
- Company: The Cigna Group – Cigna Healthcare, International Health Division
- Location: Nairobi, Kenya (Hybrid Work Model)
- Industry: Global Health Insurance, International Employee Benefits
- Employment Type: Full-Time
- Minimum Professional Experience: 2 + years in customer service or database management
- Education Requirement: Diploma or Bachelor’s Degree (any discipline)
- Languages Required: Fluent Spanish & Fluent English – verbal and written
- Application Platform: The Cigna Group Careers Portal (button link below)
INTRODUCTION
The Cigna Group is a Fortune 500 global health services organisation dedicated to improving health, well-being, and peace of mind for customers around the world. Through its International Health Division, Cigna delivers health insurance, well-being programmes, and medical assistance to expatriates, globally mobile employees, and their families in more than 200 territories.
Cigna continues to invest in an expanding Nairobi operations centre that supports EMEA and LATAM time zones with multilingual expertise. As part of this expansion, the company is searching for an energetic, accuracy-driven, Spanish Speaking Customer Service Representative who will safeguard the integrity of Cigna’s membership database while providing world-class service to internal and external clients.
This vacancy presents an unrivalled opportunity for bilingual talent in Kenya to gain international health-insurance exposure, collaborate with colleagues from 70 + nationalities, and build a long-term global career in a mission-driven organisation.
ABOUT THE CIGNA GROUP – INTERNATIONAL HEALTH
- Global Footprint: 190 M+ customer and patient relationships, spanning employer groups, IGOs, NGOs, and government contracts.
- Market Leadership: Over 60 years providing cross-border health insurance, medical network solutions, and 24/7 multilingual contact-centre support.
- Purpose-Led Culture: Powered by the Cigna Core Values—Customer Centricity, Innovation, Collaboration, Integrity, and Caring.
- Sustainability Commitment: ESG priorities include affordable access to care, diversity and inclusion, and climate resilience.
Working in Cigna’s Nairobi Hub means contributing to an organisation that blends Silicon-Valley innovation with clinical know-how and insurance discipline to serve diverse populations from Latin America to Europe and Africa.
ROLE PURPOSE
The Eligibility Team owns the end-to-end life-cycle of member data—enrolments, dependants’ additions, terminations, eligibility overrides, and benefit changes. Accurate data is critical for claims processing, underwriting, compliance, and customer satisfaction.
The Spanish Speaking Customer Service Representative will be entrusted with:
- Maintaining pristine data quality across Cigna’s membership systems.
- Serving as a bilingual point of contact for Spanish-speaking clients, brokers, and internal stakeholders.
- Championing service excellence by meeting productivity, accuracy, and turnaround KPIs.
DETAILED RESPONSIBILITIES
1. Membership Data Administration
- Capture new enrolments, policy amendments, and terminations into Cigna’s GlobalCare eligibility platform within agreed service levels.
- Perform dual verification checks to ensure data entry aligns with policy provisions, underwriting rules, and local regulatory requirements.
- Execute monthly data audits to identify anomalies, duplicate records, and incomplete demographics, initiating corrective action proactively.
2. Bilingual Customer Interaction
- Handle incoming eligibility queries via telephone, email, and secure web portals in both Spanish and English.
- Provide first-contact resolution by interpreting policy documents, benefit tables, and territorial regulations.
- Communicate empathetically with customers who may be navigating medical crises abroad, ensuring information is clear, accurate, and timely.
3. Cross-Functional Collaboration
- Liaise with Account Management, Claims, Provider Services, Clinical, and Underwriting teams to resolve complex cases.
- Participate in continuous-improvement huddles aimed at reducing hand-offs, streamlining workflows, and automating repetitive tasks.
- Escalate systemic issues through the proper governance channels, providing root-cause analysis.
4. Productivity & Quality Metrics
- Achieve minimum targets of 90 + tasks processed per day with ≥ 99.5 % accuracy.
- Maintain SLA of < 24 hours for simple updates and < 72 hours for complex enrolments.
- Contribute to team Net Promoter Score (NPS) targets by ensuring delightful customer interactions.
5. Compliance & Risk Management
- Adhere to HIPAA, GDPR, Kenyan Data-Protection Act, OFAC screening, and Cigna internal security standards.
- Report potential privacy incidents or fraud indicators in accordance with Cigna’s Speak Up policy.
- Participate in quarterly regulatory awareness workshops and mandatory e-learning modules.
6. Process Innovation & Knowledge Sharing
- Identify manual pain points and propose robotic-process-automation (RPA) or workflow enhancements.
- Create and maintain Spanish and English knowledge-base articles to assist peers.
- Mentor new joiners on system navigation, soft skills, and Cigna culture.
TOOLS & TECHNOLOGIES YOU WILL USE
- GlobalCare & Salesforce Health Cloud for eligibility and CRM case management
- Microsoft Dynamics 365 for document storage and workflow
- Genesys Cloud Contact Centre platform for omnichannel communication
- MS Excel (advanced) for data reconciliation and pivot reporting
- Power BI dashboards for real-time KPI monitoring
SUCCESS PROFILE – WHAT WE’RE LOOKING FOR
| Competency | Description |
|---|---|
| Language Mastery | Native-level Spanish fluency plus professional English; ability to switch seamlessly between languages during calls and in written correspondence. |
| Data Accuracy | Demonstrates meticulous attention to detail; comfortable handling large datasets without sacrificing quality. |
| Customer Focus | Listens actively, shows empathy, tailors communication style to diverse cultural backgrounds. |
| Decision Making | Evaluates policy terms versus customer requests to exercise sound judgement. |
| Tech Savvy | Navigates multiple digital platforms; quickly adapts to new tools and process changes. |
| Team Orientation | Collaborates in a 24/7 follow-the-sun model, supports peers during high-volume periods. |
| Adaptability | Thrives in a regulated, fast-changing environment, embracing new guidelines with a positive mindset. |
TYPICAL DAY TIMELINE (ILLUSTRATIVE)
07:30 – 08:00 Log in, review overnight tasks, prioritise complex eligibility requests
08:00 – 10:00 Process bulk enrolment file from a Spanish-speaking multinational; reconcile discrepancies, liaise with underwriting
10:00 – 10:15 Virtual stand-up meeting with Eligibility Supervisor, share daily goals
10:15 – 12:00 Bilingual phone queue support—update dependants, answer benefit queries, escalate high-cost cases to clinical team
12:00 – 13:00 Lunch break / webinar on Data-Privacy Best Practices
13:00 – 15:00 Work on data-cleanup project: deduplicate legacy member records; document findings in Confluence
15:00 – 16:30 Respond to email backlog; send confirmation letters in Spanish to HR contacts
16:30 – 17:00 Daily wrap-up, input production numbers, flag outstanding queries for next shift
TRAINING & DEVELOPMENT ROADMAP
Month 1 | Induction, Cigna culture, data-protection, GlobalCare system basics
Month 2 | Shadow senior CSR, master policy interpretation, Spanish script calibration
Month 3 | Handle full case-load with QA oversight; join Lean Six Sigma Yellow Belt workshop
Month 4-6 | Project assignment on process optimisation; eligibility SME certification; cross-training with Claims queue
Career Pathway: CSR → Senior CSR → Team Coach → Eligibility Supervisor → Operations Manager (Global Opportunities)
COMPENSATION, BENEFITS & WORK-LIFE
- Competitive KES salary pegged to global service-centre benchmarks
- Medical insurance, life cover, and wellness stipend
- Hybrid work model with flexible shifts to support work-life harmony
- 23 days annual leave, 3 charity days, birthday off
- Subsidised on-site cafeteria, employee assistance programme (EAP), mental-well-being resources
- Internal mobility and relocation support for international roles in Spain, Belgium, UAE, or the United States
DIVERSITY, EQUITY & INCLUSION STATEMENT
Cigna celebrates a workforce of different backgrounds, cultures, and viewpoints. We are an equal-opportunity employer. All qualified applicants will receive consideration without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Our inclusive environment empowers everyone to contribute, innovate, and belong.
APPLICATION PROCESS & INTERVIEW STAGES
- Online Application via Cigna Careers Portal (button below).
- Talent-Acquisition Screening Call – confirm language fluency, eligibility, and motivations.
- Online Assessment – data-accuracy test and situational judgement.
- Panel Interview with Eligibility Supervisor & Operations Lead (video).
- Reference & Background Checks – education, employment, regulatory.
- Offer & Onboarding – digital contract, equipment provisioning, and orientation schedule.
HOW TO APPLY
Click the button below to join a global team that is redefining health insurance service excellence.
👉 Apply Now on The Cigna Group Careers Portal
Early applications are encouraged. Only shortlisted candidates will be contacted.
FREQUENTLY ASKED QUESTIONS (FAQs)
Q1: Does the role require travel?
A1: No regular travel; occasional team-building or training sessions may occur.
Q2: Is remote work possible outside Nairobi?
A2: Hybrid model prioritises Nairobi presence for orientation; remote days are allocated post-probation.
Q3: What systems training is provided?
A3: Comprehensive onboarding covers GlobalCare, Salesforce, Genesys Cloud, and MS Power BI.
Q4: Are Spanish proficiency tests part of selection?
A4: Yes—oral and written assessments ensure professional fluency.
Q5: Can I progress to other departments?
A5: High performers may move into Account Management, Claims, or Provider Relations roles globally.
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