New Business & Membership Advisor

Job Description:

Role overview: 

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

What you’ll do: 

• Responding to members, intermediaries, groups and providers enquiries through incoming calls and e-mails.
• evaluating the situation and applying business criteria and detailed knowledge of BUPA Global products to make appropriate decisions.
• Responding to members’ visits by evaluating their situation and requests and accordingly provide them with the necessary advice/ action.
• Enrolling new members, cancellations and any alteration to membership details in line with Bupa Global’s business rules.
• Building strong Relationship with group secretaries and intermediaries.
• Contributing in achieving team’s KPI’s for calls and e-mails.
• Involvement in projects as a project team member or project leader.
• Take responsibility for ensuring that the computer records reflect up to date communications with the Intermediary and customers so that enquiries are documented and record to high standard.
• Achieve customer-focused decision-making using judgement skills and utilizing agreed authority levels.
• Paying due regards to customers and treating them fairly.
• Completing all compulsory regulatory training on time.
• Assisting other teams at times of workload or to overcome cultural and language barriers according to skills and knowledge.
• Communicating with the account manager for corporate groups regarding exceptions requested by groups presenting all the information to take the appropriate decision.
• Handling complaints and accordingly investigate situation and coordinate with other departments in order to solve the complaint in a timely manner and retain the customers.
• To provide feedback and recommendations for business improvements on processes and procedures.
• Ensure that the team objectives are met throughout the year.
• The job holder must be open to change and have a flexible approach to work.  The job holder must be willing to work under pressure and to tight deadlines.
• Recognize and challenge possible fraudulent information and proactively seek to clarify and resolve using best method of communication and initiative.
• Experience in dealing with the Egyptian customers and awareness of the local regulations with exposure to the brokers in Egypt, their dynamics, and all the FRA regulations

What you’ll bring: 

• 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.
• 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.
• Fluent written and spoken skills in both English and Arabic.
• An ability to speak a third language other than English and Arabic would be an advantage.
• Ability to deal well with people from various different backgrounds/cultures.

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