Call Centre BEI New Business Specialist

Job Description:

New Business Specialist (BEI)

Bupa Egypt, District 5 Campus, Building B07, Ain Sokhna Road, Egypt, New Cairo 11361

Full Time - Fixed Term (Rolling Contract)

40 hours per week

Local Egypt Bonus Scheme

Hybrid Working (1-2 days per week office working)

Job Grade: A11

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

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.

Role Overview

Ensure a seamless onboarding experience for our customers, brokers and group secretaries by swiftly and accurately carrying out comprehensive enrolment services for BUPA Egypt for all new members /groups and individual.

Customer contact will be across all communication channels - phone, email.
This is a diverse and skilled customer facing role where you will be responsible for resolving all enrolment queries to the customer's (including brokers and group secretaries) complete satisfaction without the need to refer the customer on.

Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance, and regulation.
You will be an enrolment subject matter expert, putting the customer at the centre of everything you do and using your enrolment knowledge to put forward ideas for the continuous improvement of the customer onboarding experience.

How you'll help us make health happen

• The role holder will take end to end ownership for the resolution of all customer and internal Bupa Egypt 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 Egypt 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 FRA.

• 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

What you'll need:

• Graduate level with a medical background is desirable

• Knowledge of insurance and work experience within teams in Financial Services organisation or in a health care sector is
  desirable

• Knowledge of Python/RPA or any relevant background in automation/onboarding is desirable

• Previous Knowledge of FRA rules and requirements in the insurance field is desirable

• Good spoken and written English is essential

• Multilingual skills would be an advantage

• A track record of achieving and exceeding productivity and quality targets in a high performing team environment

• Proven experience of building and delivering strong customer servicing within a contact centre setting, coupled with
  experience of case managing customer queries thorough to resolution

• Good communicator and negotiator with some experience of corporate level negotiation

• Track record of ‘treating customers fairly' and delivering compliant services within a regulatory environment is key.

• Resilience and confidence in own and in Bupa's ability to succeed

• Acts ethically and honestly in all dealing with customers and colleagues building compliance, authenticity and trust.

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

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