Complaints Analyst (APAC) - Cigna Healthcare

Location: Kuala Lumpur, Malaysia

Company

Cigna Healthcare, a division of hirify.global, supports customers in navigating the healthcare system and making informed decisions about their health.

What you will do

• Manage APAC complaints from identification and acknowledgement through investigation, resolution, and final response.
• Gather and assess evidence, interpret policy terms, establish case chronologies, and determine fair, defensible outcomes.
• Prepare clear and empathetic acknowledgements, progress updates, final responses, and appropriate redress recommendations.
• Maintain complete, accurate, and audit-ready case records in Salesforce and relevant trackers.
• Identify vulnerability, foreseeable harm, privacy, fraud, sanctions, clinical, legal, and regulatory concerns and escalate them appropriately.
• Analyse complaint themes and repeat failure points, support quality reviews and governance reporting, and recommend corrective actions.

Requirements

• Experience in complaint handling, claims, customer service, insurance, healthcare, or another regulated environment.
• Strong investigation, analytical, problem-solving, organisation, and case-management skills.
• Excellent written and verbal English required, with the ability to explain complex decisions clearly and empathetically.
• Sound judgement, customer focus, resilience, and confidence in escalating sensitive or high-risk cases.
• Ability to maintain accurate records, manage competing deadlines, and collaborate across functions, cultures, and locations.
• Digital confidence and willingness to learn case-management, reporting, and knowledge tools; Salesforce and Microsoft 365 experience is advantageous.

Nice to have

• Knowledge of APAC insurance operations, medical claims, or employee health benefits.
• Experience with root cause analysis, corrective action tracking, quality assurance, or management information.
• Understanding of local complaint requirements and external dispute-resolution arrangements, including FIDReC where relevant.
• Experience with geographically dispersed stakeholders, transitions, migrations, or capability-building environments.

Culture & Benefits

• Structured onboarding, knowledge assessment, and supported case handling before independent ownership.
• Ongoing coaching, calibration, quality assurance, and reassessment where required.
• Cross-functional collaboration with claims, clinical, customer service, client management, compliance, and specialist teams.
• Focus on continuous improvement, customer risk management, regulatory readiness, and better member experiences.