New Business & Membership Advisor

Bupa Arabia

Job Description:

New Business & Membership Advisor

Cairo, Egypt

Hybrid

We make health happen:

Ensure an exceptional customer experience for our customers by swiftly and accurately responding to and resolving all customer requests and queries. Customer contact will be across all communication channels phone, email, web chat, letter and walk in customer. This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer s complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups individual, Corporate, and Intermediaries. Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation. You will be a customer service champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience

Key Responsibilities

• Responding to enquiries from members, intermediaries, groups, and providers via calls, emails, and in-person visits evaluating situations and providing appropriate advice or action.
• Applying business criteria and detailed knowledge of Bupa Global products to make informed decisions and deliver customer-focused solutions.
• Handling complaints by investigating, coordinating with relevant departments, and resolving issues promptly to retain customers.
• Managing membership changes including enrollments, cancellations, and updates in line with Bupa Global s business rules.
• Building strong relationships with group secretaries and intermediaries to support business growth and customer satisfaction.
• Communicating with account managers regarding group exceptions, presenting all necessary information for decision-making.
• Recognizing and challenging potential fraudulent information, using initiative and appropriate communication methods to resolve issues.

What We re Looking For

• Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
• Previous experience of a complex and multi skilled customer facing roles within a contact centre setting.
• A track record of achieving and exceeding productivity and quality targets.
• 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.