New Business Specialist

Job Description:

New Business Specialist

Cairo - Egypt

Full Time (40 hours per week)

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 a seamless onboarding 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. 

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.

What you’ll do: 

• Take end to end ownership for the resolution of all customer and internal Bupa Global enrolment enquiries. Case manage all queries through to resolution.
• Accurately maintain and update customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact.
• Obtain all missing information for forms that come into the team directly from the customer/broker/group by telephone/email.
• Input member/group details into the operating system accurately within agreed quality levels and service level agreements.
• 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.

Key Experience:

• Graduate level with a medical background
• 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
• Good spoken and written English & French is essential
• 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

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 is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [email protected]

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