Job Description:

• New Business Specialist

  Cairo - Egypt

  A Fixed, Full Time (40 hours per week) role

  Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

  We offer Hybrid working so once you have completed the initial training and are competent in your role you are given the freedom to work from home some days and maintain a great work life balance.

  Role overview: 

  Ensure an exceptional customer experience for our customers, brokers and group secretaries by swiftly and accurately carrying out comprehensive enrolment services for BUPA Global, for all new members /groups and individual.

What you'll do: 

• The role holder will take end to end ownership for the resolution of all customer and internal Bupa Global enrolment enquiries. Case manage all queries through to resolution.
• The role holder will accurately maintain and update customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact.
• The role holder will obtain all missing information for forms that come into the team directly from the customer/broker/group by telephone/email.
• The role holder will be an expert in inputting member/group details into the operating system accurately within agreed quality levels and service level agreements.
• The role holder will be an expert in processing new groups and individuals from the initial referral from the Sales Department in accordance with our Service Standards and customer expectations. To be an expert in all business rules and underwriting rules.
• The role holder will liaise closely with other departments and use sources of reference held in Bupa Global and other areas to ensure that queries are answered correctly and in full providing the customer with the best possible customer service.
• The role holder will be expected to comply with all regulatory and governance requirements including FCA.
• The role holder will be an expert in identifying gaps & flagging any potential risks in line with our risk management framework to ensure appropriate & regular mitigation is in place.
• The role holder will be working within the agreed service levels, turnaround times and quality
• The role holder's performance will be in line with the Training & Competence scheme, and will be managed through regular 121s, coaching sessions, side by side observations, huddles and team meetings with your leader
• The role holder will support and engage with new team members
• Being a role model for the team demonstrating outstanding personal behaviours and performance, in line with The Bupa Code and Bupa Values
• Being a Customer Service Champion within the Enrolment Team.
• Contribute to the continuous improvement process by challenging processes and contributing ideas to achieve NPS targets and enhance onboarding journey

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