Maica Roselle Lacson

Main role: Cover Fit Specialist - Reviewing member's policy based on their needs through Bupa's messaging platform

Key Responsibilities:

• Recommending Bupa's products that will suit member's needs
• Providing essential information related to the member's cover and updating memberships
• Managing Risk ie. reporting information discrepancy in Know It/ Bupa Website
• Delivering accurate and consistent information whilst hitting and exceeding targets and KPI
• Escalating cases to Case Management/Customer Relation

Secondary Role:

Ninja Support (Service,Service Res, Coverfit, Sales) - Supporting Digital messaging advisors and guiding them through finding resolution using resources in line with Bupa's policy

Key Responsibilities:

• Answering advisors inquiry through Microsoft Teams to help them assist members
• Collaborate with colleagues to provide consistent resolution and information in an efficient manner
• Accurately track and record questions to collect data
• Identifying advisor's coaching opportunities
• Support the launch of Sprinklr by helping advisors with troubleshooting and escalating system glitches and issues

IRT (Internet Response Team) - Processing member's request and providing consistent resolution and information through email

Key Responsibilities

• Responding to member's inquiry through email using email templates (customizing, creating and proofreading)
• Uploading required documents to Vision

Key Responsibilities:

• Taking inbound call enquiries from Domestic, Overseas and Student policy holders.
• Providing relevant information about member's policy and how they are covered.
• Checking status of member's medical,extras and hospital claims
• Processing claims reviews in line with Private health insurance policy
• Extending, upgrading, suspending and ceasing policies.

Key Responsibilities:

• Providing customer service through phone, resolving customers' issues with their online banking app, bank transactions, cards, bank charges and fees.
• Guiding customers on how to activate their cards, order bank statements, depositing cheques using their online banking or internet banking.
• Transferring the call to the appropriate department, handling complaints and escalating systemic issues to provide better service.

Key Responsibilities:

• Confer with customers by telephone or email to provide information about Amazon's products or services, helping with placing/ cancelling orders, tracking packages and obtaining details or complaints.
• Resolving customers' service or billing issues by performing activities such as exchanging merchandise, refunding money or adjusting bills, explaining unknown charges.
• Keeping records of customer interactions or transactions by recording the details of inquiries, complaints, comments as well as actions taken.
• Mentoring new hires on their nesting period (TAPS equivalent)

Search for events to be advertised and enter the information to the website. Data Entry with a high level of accuracy in a fast paced manner.