SUMMARY
Responsible for day-to-day customer service and production functions for unclaimed property compliance requirements. Unclaimed property consists of uncashed checks and unused credits issued by Evernorth that need to be brought to a resolution with the owner or remitted to the applicable state in accordance with individual state unclaimed property regulations. Individual states have requirements for due diligence and reporting.
MAJOR DUTIES AND RESPONSIBILITIES
- Handle phone inquiries from uncashed check owners resulting from letter campaigns and state-initiated communications.
- Respond to written inquiries from state and third-party organizations.
- Track all inquiries accurately and document actions through resolution.
- Perform independent research using applicable source systems to provide complete answers to customer inquiries.
- Pre-scrub data on uncashed checks for completeness and accuracy.
- Review documentation supporting replacement checks requests to ensure proper payment while maintaining an audit trail.
- Create and update desktop procedures.
- Perform assigned test scripts for system release testing.
- Maintain knowledge of state requirements for due diligence and reporting. Support state audits as needed.
- Support the processing of daily check inquiry requests as requested.
- Ensure high-quality customer service and satisfaction to external and internal customers, as well as peers. Respond to inquiries timely and accurately in a professional manner.
- Frontier Admin Support: Perform daily system checkout to confirm successful import of all scheduled jobs and address any missing/late files or reject batches. Download specified reports from bank portals to create data files for import. Monitor dashboard to identify new prior period transactions & update ledger balances as required. Monitor mailbox and troubleshoot/respond to user-reported issues (resets, delete draft rec, bulk adds, transaction splits, investigate missing or duplicate items, or other general user questions). Assist with the activation & closing of bank accounts, and user training.
QUALIFICATIONS
- Bachelor’s degree preferred.
- Basic understanding of cash accounting concepts, check disbursement processes and/or banking practices preferred.
- Advanced skills in:
- Microsoft Excel – Pivot tables, V-Lookups, Formulas, etc. Macro skills a plus.
- Microsoft Word – mail merges & basic formatting skills.
- Adobe Acrobat – editing & combining PDF files for reporting and presentation.
- Ability to handle sensitive or confidential information is critical.
- Prior experience with unclaimed property compliance preferred (but not required).
- Must have proven customer service skills. Comfortable with phone work and independently researching and responding to internal and external inquiries.
- Excellent verbal and written communication skills.
- Strong organizational skills with an attention to detail.
- Self-initiator and multi-tasker.
- Ability to work independently and as a team player.
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.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers, and patients. Join us in driving growth and improving lives.
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