Data Collection Specialist

Bupa Arabia

How you ll help us make health happen:

• Reach out to customers to gather essential information
• Review and verify received data, ensuring systems are accurately updated
• Handle customer queries with professionalism and empathy, especially around data collection concerns
• Escalate cases appropriately, such as when supporting vulnerable customers
• Adapt communication style to meet individual customer needs, offering clear and detailed explanations where required
• The primary contact method used will be email (with white mail as needed) although you should feel comfortable contacting customers over the phone where required.
• Send chasers based on response and open rates.
• Accurately maintain and update customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact.
• Comply with all regulatory and governance requirements
• Achieve all targets for contact handling, turnaround times and quality.
• Participate in regular 121s and team meetings with your manager.
• Support new team members.
• Completing all compulsory regulatory training on time
• Be a role model for the team demonstrating outstanding personal behaviours and performance.
• Contribute to the continuous improvement process by challenging existing process and contributing ideas for improvement.
• Apply changes to existing process according to Bupa policies and processes.
• Take responsibility for ensuring that the system records reflect up to date data with internal and external customers so that enquiries can be dealt with quickly and efficiently.
• Ensuring members contact details are up to date on the system.
• Use agreed levels of authority and previous experience to make effective business decisions.
• Take ownership of the enquiries and liaise between departments to provide a seamless service to members.
• Support new team members throughout their learning curves.
• Ensure that the team objectives are met throughout the year.

Key Skills / Qualifications needed for this role:

• A track record of achieving and exceeding productivity and quality targets
• Highly customer focused
• Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
• Ability to give and receive feedback to / from all business areas
• Excellent written and verbal communication skills - Be able to clearly articulate information required from an internal or external customer either by drafting a bespoke letter, e-mail or over the telephone
• Excellent problem solving and prioritization skills, with close attention to detail and initiative are essential, together with the ability to make sound business decisions.
• Relevant qualification in data analysis or related studies useful but not essential
• A high level of competency in all Microsoft software is desirable
• Fluent written and spoken skills in both English and Arabic
• Ability to deal well with people from various different backgrounds/cultures.
• Ability to work to targets under pressure.
• Ability to work well alone, as well as part of a team.
• Ability to be empathetic but maintain professional attitude.
• Customer service experience, preferably in a financial setting is preferred