Enrolment Specialist

3 days ago


مصر, Egypt Bupa Full time

The purpose of this role is ensure an exceptional customer 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.

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.
- 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.
- Be an expert in inputting 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.
- To liaise closely with other departments and use sources of reference held in Bupa Global and other areas to ensure that queries are answered correctly and in full providing the customer with the best possible customer service.
- Complying with all regulatory and governance requirements including FCA and Treating Customers Fairly
- Achieving all targets for contact handling, turnaround times and quality
- Participate in regular 121s and team meetings with your Manager
- Support new team members
- Being a role model for the team demonstrating outstanding personal behaviours and performance
- Being a Customer Service Champion within the Enrolment Team.
- Contribute to the continuous improvement process by challenging process and contributing ideas for improvement
- Previous experience in the delivery of enrolment services within a contact centre setting, coupled with experience of case managing customer queries thorough to resolution
- A track record of achieving and exceeding productivity and quality targets in a high performing team environment
- Highly customer focussed
- Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
- Background in Excel, VBA, Python, Power Automate is highly recommended

Time Type:
Full time


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