Customer Service Consultant

About the business area:
Bupa Global is the international health insurance division of Bupa. We
provide customers who want premium international coverage with products and
services to access the healthcare they need anytime, around the world, whether
at home or when studying, living, travelling or working abroad.
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.
Role Overvie
This role involves a high degree of internal stakeholder involvement and the
need for supervision on a day-to-day basis will be minimal. You will take the
actions necessary to deliver to the required standards of service referring
actions to the management team when they need to be escalated.
Self-manage your daily workload and coordinate with your manager when
appropriate. Authority as per Bupa Global Delegated Authorities framework.
Will consult with other team members, Service Managers and other internal
departments.
* Approving/rejecting all requests to authorize treatment before any surgery or procedure.
* Deal with members' telephone enquiries, evaluate the situation and apply business criteria and detailed knowledge of Bupa Global products to make appropriate decisions.
* Respond to members' correspondence either by phone or by writing following appropriate investigation, in line with Bupa Global policy and style.
* Respond to members' visits by evaluating their situation and requests and accordingly provide them with the necessary advice/ action.
* Apply changes to existing memberships according to Bupa policies and processes
* Reissuing and tracking members' documents
* Making manual collections from customers' credit cards
* Deal with billing inquiries.
* Raising manual credit notes and invoices when needed
* Issuing membership letters for customers to confirm cover
* Issuing payment receipts for members and group payments when requested.
* Deal with providers that may have any queries related to their dealings with Bupa Global or on behalf of their clients.
* Take responsibility for ensuring that the system records reflect up to date communications 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.
* Provide support to other Bupa Global Departments to overcome cultural and language barriers.
* Coordinate with Service Partners to set medical treatment appointments for members seeking treatment internationally.
* Handling members complaints and accordingly investigate situation and coordinate with other departments in order to solve the complaint in a timely manner and retain the customers.
* 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 through out the year
Time Type:
Full time