Customer Underwriting Advisor

As a Customer Underwriting Advisor, you'll play a vital role in supporting customers at important moments in their healthcare journey. Working within Bupa's UK Insurance team, you'll help customers understand their cover, assess eligibility for claims, and provide expert guidance with professionalism, empathy, and accuracy.

You'll be speaking with customers, brokers, healthcare professionals, and internal colleagues, ensuring every customer receives the right support and a fair outcome.

Responsibilities

• Speak with customers who wish to make claims during the early stages of their membership, guiding them through the process and setting clear expectations.
• Review medical questionnaires, underwriting forms, and healthcare practitioner reports to assess eligibility in line with underwriting terms and conditions.
• Liaise with healthcare professionals to obtain relevant medical information needed to make accurate and informed underwriting decisions.
• Clearly communicate underwriting decisions to customers in a professional, empathetic, and easy-to-understand manner.
• Ensure all cases and documentation are managed accurately and within agreed service levels.
• Deliver excellent customer service while balancing quality, compliance, and productivity expectations within a fast-paced contact centre environment.

Key skills/Qualifications needed for this role

• Previous experience working in a busy customer-focused contact centre environment.
• Excellent telephone manner with strong listening, questioning, and objection-handling skills.
• Experience dealing with challenging conversations and customer complaints professionally and confidently.
• Strong attention to detail and the ability to analyse information and make sound decisions.
• Excellent written and verbal communication skills, with the ability to discuss sensitive and confidential information with tact and professionalism.
• Good keyboard and computer skills, with the ability to navigate multiple systems simultaneously.
• Strong organisational and time management skills, with the ability to manage a varied workload effectively.
• A positive, resilient approach and the ability to thrive in a fast-paced environment.

Benefits

• Holidays - 25 days + Bank Holidays with the option to buy or sell some of your annual leave entitlement
• Bupa Staff Health Trust - You can opt into our bespoke healthcare cover that provides medical insurance for you and your family.
• Wagestream - Have early access up to 40% of your earned wages within minutes.
• Pensions / Life Insurance - Join one of our Bupa pension plans up to 12%
• Parental Leave - We have schemes for adoption, birth parents and co parents
• Extensive L&D program including internal development and access to apprenticeships
• Free health assessments every 2 years to support both body and mind
• Emotional Wellbeing online - Variety of self-guided programmes provided by SilverCloud Health to help you manage money worries, stress, sleep, and more.
• Match Funding - We offer match funding up to £250 per employee per year when you fundraise for a registered charity that supports health and wellbeing