BEI Membership Advisor

About the role

Bupa is hiring a BEI Membership Advisor in Cairo, Egypt, working in a hybrid setup. The role delivers customer service by answering and resolving enquiries across phone, email and face-to-face channels, supporting SME customers and brokers/intermediaries, and aiming for first-contact resolution. It is a full-time position in the call centre area.

Key responsibilities

• Respond to enquiries from members, intermediaries and groups via incoming e-mails.
• Evaluate situations and apply business criteria and detailed knowledge of Bupa Egypt products to make appropriate decisions.
• Process cancellations and amendments to policy details in line with business rules and local regulations.
• Issue SME contracts and review signed SME contracts received from customers.
• Keep records of communications with intermediaries and customers accurate and complete.
• Make customer-focused decisions within agreed authority levels.
• Complete all compulsory regulatory training on time.
• Support other teams during busy periods or to overcome cultural and language barriers.
• Communicate with account managers about exceptions requested by corporate groups.
• Handle complaints, investigate them and coordinate with other departments to resolve them quickly.
• Give feedback and recommendations for improving processes and procedures.

Required profile

• Background in the global health insurance market, or transferable experience in Life Insurance, Retail, Commercial or Investment Banking and Wealth Management for at least 1 year.
• Previous experience in complex, multi-skilled customer-facing roles in a contact centre.
• Fluent English with excellent verbal and written communication skills.
• Ability to work under pressure and to tight deadlines, and to work alone and in a team.
• Openness to change and flexibility; medical and numerical knowledge is preferable.

Required skills

• High-level competency in Microsoft Office applications.
• Problem-solving, prioritisation and attention to detail.
• Ability to work to targets and make sound business decisions.