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 through out 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. Time Type: Full time