Data Collection Specialist

Job Description:

Data Collection Specialist

Egypt

Hybrid working - Full time

We make Heath Happen:

The role holder will be supporting Bupa Global with collecting and validating
crucial data. The types of information that is handled may vary according to
business needs but will include Know Your Customer (KYC) requirements.
Other data types could include up to date contact information such as email
addresses, contact preferences and payment information (for example
ensuring that we have a credit card on file

How you'll help us make health happen:

• Reach out to customers to gather essential information
• Review and verify received data, ensuring systems are accurately updated
• Handle customer queries with professionalism and empathy, especially around data collection concerns
• Escalate cases appropriately, such as when supporting vulnerable customers
• Adapt communication style to meet individual customer needs, offering clear and detailed explanations where required
• The primary contact method used will be email (with white mail as needed) although you should feel comfortable contacting customers over the phone where required.
• Send chasers based on response and open rates.
• Accurately maintain and update customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact.
• Comply with all regulatory and governance requirements
• Achieve all targets for contact handling, turnaround times and quality.
• Participate in regular 121s and team meetings with your manager.
• Support new team members.
• Completing all compulsory regulatory training on time
• Be a role model for the team demonstrating outstanding personal behaviours and performance.
• Contribute to the continuous improvement process by challenging existing process and contributing ideas for improvement.
• Apply changes to existing process according to Bupa policies and processes.
• Take responsibility for ensuring that the system records reflect up to date data 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.
• 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 throughout the year.

Key Skills / Qualifications needed for this role:

• 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.
• Relevant qualification in data analysis or related studies useful but not essential
• A high level of competency in all Microsoft software is desirable
• Fluent written and spoken skills in both English and Arabic
• Ability to deal well with people from various different backgrounds/cultures.
• Ability to work to targets under pressure.
• Ability to work well alone, as well as part of a team.
• Ability to be empathetic but maintain professional attitude.
• Customer service experience, preferably in a financial setting is preferred

Why Bupa?

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 Sukoon), Egypt and Hong Kong (China) as well as regional offices in mainland Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Time Type:

Job Area:

Locations: