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14 Oct 2021

Priscilla ensures her customers feel heard, valued and are more than just a number in her role as a Customer Engagement Consultant at Cigna. 

What’s your role at Cigna and what does a typical workday look like for you?

I’m a Customer Engagement Consultant in the Retention Team based in the Takapuna office. My role is to help Advisers and their clients who are behind in premium payments. By educating customers on the value of their cover and sharing options to manage missed payments, I help keep customers protected.

How does your team work with other customer-facing teams?

My team supports customers with any Cigna policy who are behind in their payments or wanting to cancel their policy. We work very closely with the Contact Centre, New Business, Underwriting, Finance and the Key Relationship Consultant teams to support customers with all sorts of queries over the life of their policy.

What’s your favourite thing about working with Advisers?

I really respect Advisers for how proactive and caring they are for our mutual customers. They always have their customers’ best interests at heart. I love that at Cigna we have strong working relationships with our Advisers, as it makes my job a lot easier and so enjoyable.

What’s your background and how did you get to where you are now career-wise?

I was born in Auckland after my parents came to New Zealand 41 years ago as Chinese Vietnamese refugees. Their success motivates me to work hard and help others whenever I can.

I studied commerce at the University of Auckland, before taking my first insurance job in 2017 in the fire and general space. I joined Cigna in 2019 to broaden my knowledge about life insurance. I’m very passionate about the opportunity I have in my current role, to make a difference to our customers by being there to help in times of need.

What’s your secret to great customer service?

Our customers are always at the heart of everything I do. I want to do right by them and achieve great customer outcomes. I approach my work with the same attitude as if I was running my own business. Treat your customers how you’d want to be treated, remember every customer is equally important, regardless of the level of cover they have.

I remind myself that customers chose Cigna over all our competitors, so I want them to feel valued and that they made the right decision choosing us.

Why is advice so important?

Good advice is the best way to ensure customers’ insurance covers them for what they need, when they need it. Whenever I speak to a customer who indicates that their circumstances have changed, I always refer them to their Adviser to ensure they review their cover to make sure it’s still meeting their needs.  

On a weekend, where are we most likely to find you?

I’m a huge foodie, so I love trying out new food spots and eating a variety of cuisines. For special occasions, I especially enjoy fine dining and seafood platters. Other than that, I like catching up with friends over a coffee and spending quality time with my family.