Cigna Sales Operations Analyst-Commissions in Greenwood Village, Colorado


Job Description: Commissions

Primary Function: Thorough knowledge of CIGNA’s Market Segments and the administration of the Broker Commission Policies in order to process commissions in the appropriate Cigna systems, respond to inquiries (via the 1-800 customer service line or emails), solve problems, and ensure client satisfaction.

Principle Duties and Responsibilities:

Primary Home office contact for sales and the broker community on commission issues.

Managing Brokers Business

  • Manage incoming compensation paperwork
  • Accountable for determining outstanding requirements per procedure standards
  • Communicate to sales and other internal matrix partners within 48 hours if any documentation is missing or incomplete.
  • Implement follow up processes until all outstanding issues are resolved
  • Negotiates exceptions if there is a deviation from the process.
  • Analyze and Sets up the case into the appropriate Cigna system.
  • Understands and manages various systems across the multiple business segments)
  • Meet and exceed timing and quality standards.
  • Performs specific audit procedures on simple to complex audits on accounts in question by the brokers. Compile the data and communicate the findings.
  • Completes assigned special projects related to one or more business segments/applications.
  • Consistently demonstrate strong planning, organization and time management skills
  • Assist others within the team/department with workload to ensure deadlines are met
  • Reconciles case and broker commissions to ensure accurate broker commissions’ were paid; process adjustments as needed.
  • Research problems and negotiates with brokers and sales to resolve moderately complex issues.
  • Creates, analyzes, and responds to standard or non-standard reports.

Phones/Customer Relations

  • Ensure incoming phone calls are answered =<25 seconds, Avg Abandon rate =<20 seconds, total % Answered Calls =95% or >+ Provides support to sales and producers related to commissions
  • Project a professional attitude and consistently demonstrate effective listening skills
  • Drive ownership of the issue even if you need to pull in additional departments in order to resolve the issue.
  • Consistently provide service of a superior level by meeting or exceeding the customer’s expectations.
  • Ability to analyze, audit and develop recommendations to achieve the “best in class” relationship with our brokers and the sales teams.
  • Respond to all inquiries, oral or written, in a clear concise manner and within 24 hours.
  • Frontline contact to the Producer (Broker) Commissions 800 Service line and general mailbox

Report Maintenance:

  • Ensure all assigned reports are completed accurately and timely, which may require finding resolution to exceptions on the report.
  • Accountable for escalating any known issues to management with possible suggestions for solutions.

General Expectations:

  • Trains new and existing team/department employees on systems and processes.
  • Sharing new and pertinent information with the team/department to ensure consistent processing.
  • Educate and drive compliance on administrative policies and processes with our matrix partners, i.e. Sales, underwriting, licensing, billing, etc.
  • Establish solid rapport with internal and external customers.
  • Participate in training on new systems, programs and processes and identifying possible training needs
  • Identify procedural problems; formulate and recommend well thought out suggestions for improvement
  • Maintain professionalism under pressure
  • Ensure a flexible approach to shifting priorities; changes in technology, responsibilities, processes and organizational structure.
  • Be open to feedback about general performance or specific events


  • Proven organizational and analytical skills
  • Demonstrated ability to multi-task
  • Excellent customer service/communication skills
  • Expertise in various Cigna systems (PCS, FACETS, CARBS, CMS, etc.) is a plus
  • Finance, banking or billing experience preferred
  • Acts independently and requires minimal direction
  • Must be a team player
  • Results oriented with high attention to detail

Embrace our Cigna Values

  • We care about people
  • We act with Integrity
  • We embrace diversity
  • We demonstrate courage
  • We are committed to excellence

Primary Location: Greenwood Village-Colorado

Work Locations: 8505 East Orchard Road Greenwood Village 80111

Job: Bus Ops--Employer Services

Schedule: Regular

Shift: Standard

Employee Status: Individual Contributor

Job Type: Full-time

Job Level: Day Job

Travel: No

Job Posting: Nov 9, 2018, 1:31:44 PM

Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status. Need an accommodation? Email: