Member Service Representative

Analyze data to identify items subject to U.S. unclaimed property laws based on dormancy and state-specific criteria. Generate, review, and issue due diligence letters to property owners in accordance with U.S. state requirements and internal procedures. Monitor and log owner responses to due diligence letters using internal tracking tools and systems. Maintain accurate, audit-ready documentation of all due diligence activities, including correspondence, SNOW tickets, actions taken, and final outcomes. Take appropriate action on responses received, including: Processing replacement checks or initiating reissue requests. Validating and documenting "no liability" or resolved cases where no further action is needed. Researching account history, payment records, or transaction details to resolve ownership or claim issues. Making phone calls to check owners or internal stakeholders to obtain or verify information. Replying to email inquiries related to due diligence letters, claim submissions, or property status. Communicate errors to letter responses and provide explanations to matrix partners. Collaborate with US based business teams to support claim validation and resolution. Maintain accurate, audit-ready documentation of all due diligence activities, including correspondence, actions taken, and final outcomes. Assist the U.S. team in the preparation of state filings and reports, ensuring accuracy and timeliness. Monitor shared mailboxes and manage workflow queues to ensure responses and actions are completed within established timelines. Assist in gathering required information to support audit requests. Identify and recommend opportunities for process improvements to enhance compliance, efficiency, and customer service. Provide status updates and issue escalations to the U.S.-based Treasury Manager as appropriate

SKILLS

Bachelor’s degree in Accounting, Finance, or a related field. 2+ years of experience in customer service. Familiarity with U.S. unclaimed property laws is a plus. Excellent attention to detail, organizational, and documentation skills. Ability to handle sensitive or confidential information. Ability to meet strict deadlines while managing multiple priorities. Experience with workflow platforms (e.g., ServiceNow, Salesforce) is a plus. Strong written and verbal communication skills to support collaboration across time zones. Proven customer service skills: comfortable with phone calls and independently researching/responding to internal and external inquiries.

EDUCATION

Bachelor’s degree in Accounting, Finance, or a related field. #J-18808-Ljbffr The Cigna Group