Call Centre - Customer Service Advisor

Bupa; United States; Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

33 holidays

Hybrid working

Pension plan

Wagestream

My Bupa Extras

Job summary

Bupa is seeking a Customer Service Advisor for its Contact Centre. You will guide customers through policy coverage questions, calmly handling declines when necessary, while updating records across multiple systems.

The role requires empathy, strong listening, and clear communication within a fast-paced environment. Initially on-site with hybrid working later, you will interact via live calls and manage information in Bupa's core systems, ensuring accuracy and customer-centric support while

Qualifications

• Excellent verbal communication and empathy with customers.
• Ability to decline treatment requests with tact and care.
• Comfortable navigating multiple systems while on live calls.

Responsibilities

• Answer a variety of calls to support customer inquiries.
• Explain what is covered by the policy and when requests are declined.
• Keep customer records up to date in core systems.
• Communicate clearly with customers via live audio calls using a headset.

Skills

Empathy

Active listening

Clear communication

Tools

Bupa core systems

PC proficiency

Job description

As a Customer Service Advisor in our Contact Centre, you'll be the friendly voice that helps our customers when they need us most - whether it's something small or something serious, we're here to make sure they feel cared for. You'll guide them through the process to see if they are covered by their Bupa health insurance policy, you'll need to be confident and comfortable declining treatment requests. How you'll help make health happen:

• Answering a variety of calls to help support our customer enquires


• You'll help customers understand what's covered by their policy - and sometimes that means saying no, but always with empathy and care


• Not every treatment being requested is covered on the customers policy and you need to be confident and comfortable declining treatment requests


• Keep our records up to date so we can give customers the best support, There are some tasks that are essential to the performance of the role:


• Communicating clearly with customers via live audio calls in a fast-paced environment while wearing a headset.


• Reading and entering information into Bupa's core systems without the assistance of screen reader software.


• Navigating multiple systems while listening to customers - typing, speaking, and reading information from Bupa's core systems during live, real-time conversations.


• Confidently and calmly navigating changes to policy and processes to ensure customers receive the right outcome.


• Remaining calm when dealing with a variety of questions from customers, where there may be ambiguity and the answer may not be immediately apparent.


• Highly organised and resilient


• An attentive listener


• Focused on putting customers first


• Happy to build great relationships with your team and colleagues across the business


• Able to adapt well to change


• Able to follow process and Financial Conduct Authority (FCA) regulations


• Confident using a PC and the ability to use multiple systems at the same time


• Comfortable working in a busy office environment alongside colleagues

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. As part of our recruitment process, we are also committed to understanding whether there are any reasonable adjustments that we could implement to enable disabled applicants to perform the inherent tasks or essential functions of the role as described above.

• This role is not eligible for Home Office visa sponsorship.


• Our Contact Centre operates: Monday to Friday 8am - 8pm and Saturday 8am - 4pm. Your shifts will be on rotation within our operating hours, including one Saturday a month.


• During your first 14 weeks you will spend three days on site at Bupa Place (Salford Quays) and two days working from home. To ensure you get the most out of your training, annual leave is not available during this time. After you have completed training, you can work from home up to three days a week. To benefit from hybrid working, you'll need to have a private and quiet workspace, which is free from interruption, with a wired internet connection (using an ethernet cable)


• The recruitment process consists of a call simulation, a pre-recorded video interview and a final stage competency / customer conversation exercise based interview which is conducted via Teams. Please complete the process yourself - If we think AI has been used, we won't be able to progress your application., Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing.


• You can enjoy the following benefits and more:


• Holidays - 33 days including Bank Holidays - Our inclusive bank holiday approach means that you can swap up to a maximum of four of these bank/public holidays for other days of significance within the same annual leave period.


• Primary care service - Quick, easy access to support, advice, and treatment for a variety of health-related issues, including remote GP, physiotherapy, and mental health support. Alongside the service, you'll have an annual allowance up to £350 which you can redeem against a menu of Bupa healthcare products.


• Every two years, permanent employees are offered a free health assessment.


• You can opt-in our bespoke medical insurance benefits package - This provides healthcare cover to eligible employees and their families.


• Wagestream - Have early access up to 40% of your earned wages within minutes.


• As an employee of Bupa, you may be eligible to join one of our Bupa pension plans. If you choose not to (or you're not eligible to) join a Bupa pension plan, you may be automatically enrolled into our workplace pension scheme with NEST.


• My Bupa Extras (Provided by Reward Gateway) is our one-stop shop for a huge choice of exclusive discounts and cashback deals on everything from food and groceries to home and garden, entertainment and days out, travel, and even utilities.


• Parental Leave - We offer a range of adoption, birth parent and co-parenting support for Pay & Leave.


• Extensive L&D program including internal development and access to apprenticeships.