Member Experience & Service Recovery Specialist (Saudi National)

About the role

Cigna Healthcare is looking for a Member Experience & Service Recovery Specialist (Customer Service Senior Representative) in Riyadh, Saudi Arabia. The role protects and restores the member experience by supporting dissatisfied members, resolving complex and sensitive concerns and giving each case clear ownership until resolution. It is also the focal point for the TCS hospital delegate team and provides dedicated support to VIP members and key corporate accounts. Working hours are Sunday to Thursday, full-time, with hospital visits required when needed.

Key responsibilities

• Review negative CSAT and NPS feedback, acknowledge cases within four working hours and make the first contact within 24 working hours.
• Coordinate with relevant teams to resolve member concerns, give updates and close cases within 48 working hours, documenting outcomes and root causes.
• Register new complaints on the same day under the Complaints Management Policy and manage VIP or high-priority complaints within Insurance Authority timelines.
• Own complex, sensitive and repeat cases, including callbacks on rejected or pending claims and approval updates.
• Act as main contact for the TCS hospital delegate team, coordinating escalations, urgent hospital cases and pending requests through approved channels.
• Support VIP members and key corporate accounts, maintain relationships with hospital delegates and patient relations departments, and follow up on delayed approvals with the Medical Approvals team.
• Maintain accurate CRM and survey records, identify recurring issues, share feedback trends and escalate sensitive, regulatory or reputational risks promptly.

Required profile

• Bachelor's degree in healthcare administration, business administration, health insurance or a related field.
• At least five years of experience in health insurance, healthcare services, hospital operations or customer service.
• Sound knowledge of the Saudi health insurance environment and CHI and IA regulatory requirements.
• Fluent written and spoken Arabic and English.
• Discretion and integrity with confidential member information.

Required skills

• Complaint handling, escalation management and service recovery.
• Customer satisfaction measures (CSAT, NPS).
• Microsoft Office and customer service systems.
• CRM and customer survey recordkeeping.
• Nice to have: complaint handling, service recovery or VIP member support experience, and CRM or survey system use.

What we offer

• Competitive salary.
• Multicultural and hybrid working environment.
• Private medical insurance.
• Employee wellbeing benefits.
• Educational development program.