Service Relationship Agent

Bupa UK; Hong Kong; On-site; HKD 223,200 - 334,800; Full time

Job summary

A health insurance provider in Hong Kong seeks a Service Relationship Agent. This role involves managing pre-authorisation requests, handling service queries effectively, and providing concierge services. Candidates should possess strong communication skills, fluency in English, Cantonese, and Mandarin, and a relevant Bachelor’s degree. The position is full-time and requires both independent and empathetic responses to member concerns. Candidates are encouraged to apply if they meet the qualifications and complete required training for an insurance agent license.

Qualifications

• Fluency in English, Cantonese, and Mandarin required.
• Bachelor's degree preferred.
• Strong communication and empathy skills necessary.

Responsibilities

• Handle pre-authorisation requests via calls or emails.
• Resolve service queries including billing and coverage.
• Co-ordinate concierge services for members.

Skills

Fluency in spoken English

Fluency in Cantonese

Fluency in Mandarin

Proficiency in written English

Strong numeracy skills

Empathy

Education

Bachelor's degree or equivalent

Pass in IIQE Paper I and II

Job description

Service Relationship Agent

Location: Hong Kong

Type: Permanent, Full time, Onsite working

How You’ll Help Us Make Health Happen

• You are a subject matter expert in handling pre‑authorisation requests, via calls or emails, creating a great preauthorisation journey for members.
• You can well organise preauthorisation tasks by evaluating urgency and priority, with good memory to follow different processes based on treatment location and medical service needs.
• Timely response with great quality in calls and emails, and accurate record keeping in the customer management system.
• Handle diverse service queries including coverage, claims, billing, personal info updates, and concierge coordination, ensuring timely and high‑quality responses.
• Resolve member concerns with empathy and fairness, balancing customer needs with company interests and maintaining accurate records.
• You are the co‑ordinator in concierge service (e.g., medical appointment booking).
• You support Senior Service Expert to service members covered by the top‑tiered product.
• Participate in regular one‑to‑one meetings and team meetings with your manager.
• Contribute to the continuous improvement process by putting forward customer experience (CX) ideas.

Key Skills / Qualifications Needed for This Role

• Bachelor's degree or equivalent preferred.
• Pass in IIQE Paper I and II needed to apply for an insurance agent license with the Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the HKIA requirement.
• Complete the required CPD hours recognised by HKIA to maintain / renew a valid individual insurance agent licence with HKIA.
• Language Skills:
  • Fluency in spoken English, Cantonese, and Mandarin is essential.
  • Proficiency in written English is required.
  • Traditional / Simplified Chinese input skills are a distinct advantage.
• Skills & Experience:
  • Skilled communicator with empathy, clarity, and strong numeracy skills.
  • Independent and efficient, with proven results and sound judgement.
  • Experienced and knowledgeable, especially in Bupa Global processes.
  • Ability to manage expectations with tact and professionalism, leveraging time‑management and prioritisation skills.
  • No prior medical knowledge required, but a willingness to learn and apply job‑related knowledge is essential.

EEO Statement

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview / assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Time Type: Full time

Job Area: Delivery and Operations

Locations: The Quayside