Customer Service Representative

1. Job Title : SPE-Policy Servicing 2. Job Summary : This hybrid role as a policy servicing specialist supports life and annuities insurance operations through accurate policy maintenance client communication and efficient documentation handling. The specialist uses strong MS Office expertise and clear English communication to manage policy changes resolve queries and maintain compliant records contributing to reliable customer protection and long term business trust across rotational shifts. 3. Experience : 3 - 5 years 4. Required Skills : Technical Skills: MS Office Domain Skills: 5. Nice to have skills : Domain Skills:Life and Annuities Insurance 6. Technology : Custom Service 7. Shift : Rotational 8. Responsibilities : -Manage policy servicing requests by reviewing documentation validating customer data and updating internal records to ensure accurate maintenance of life and annuities policy information across rotational shifts -Coordinate with internal teams to clarify servicing requirements and resolve discrepancies in policy data using MS Office tools to track actions and maintain clear communication logs -Process policy changes such as amendments reinstatements and beneficiary updates by following defined procedures and maintaining precise electronic records in spreadsheets and text documents -Prepare high quality reports on policy servicing volumes turnaround times and exception cases using MS Office applications to support operational transparency and performance monitoring -Respond to customer and stakeholder inquiries through clear written and verbal communication in English documenting each interaction comprehensively for future reference and audit needs -Analyze servicing requests and historical policy data to identify recurring issues propose process improvements and support continuous enhancement of service quality within the hybrid working model -Monitor compliance with internal guidelines and regulatory requirements during policy servicing activities ensuring that every update and decision is traceable and supported by accurate documentation -Utilize advanced spreadsheet functions to validate data perform reconciliations and highlight anomalies in policy records enabling timely corrective actions that protect organizational and customer interests -Collaborate with quality assurance and operations staff to review sampling results implement corrective measures and maintain robust control frameworks for policy servicing processes -Maintain organized digital filing structures for policy documents servicing forms and communication records ensuring quick retrieval and supporting smooth audits without reliance on travel -Support transition and training activities for new or updated servicing procedures by creating clear reference documents and job aids using MS Office applications for consistent adoption across teams -Adapt working patterns to rotational shift schedules while ensuring reliable coverage for servicing queues maintaining productivity and responsiveness across different time bands -Contribute to broader organizational goals by delivering accurate servicing outcomes that strengthen customer confidence in life and annuities products and reinforce the company commitment to financial security -Qualifications -Demonstrate strong proficiency in MS Office applications including word processing spreadsheets and presentation tools to manage policy data reporting needs and documentation with precision -Apply solid understanding of life and annuities insurance concepts including policy features coverage terms and common servicing scenarios to interpret requests and guide appropriate actions when such domain exposure is available -Exhibit excellent English language skills in reading writing and speaking to interpret policy documents communicate with stakeholders and document servicing decisions in a clear and professional manner -Show proven experience of three to five years in policy administration insurance operations or related back office servicing functions with a consistent record of accuracy and adherence to procedures -Demonstrate capability to work effectively in a hybrid model by managing time productivity and secure handling of information across office and remote environments -Display comfort with rotational shift patterns and the ability to maintain quality and responsiveness across different working hours without dependence on travel -Apply strong attention to detail problem solving abilities and ownership mindset to investigate policy issues resolve servicing exceptions and support reliable outcomes for customers and the organization 9. Job Location : Primary Location :CRHESANA02(BPCRI Heredia HE-AFZ Edificio-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : SPE-Policy Servicing [75IO57] 11. Demand Requires Travel? : No 12. Certifications Required : Preferred certification in insurance operations or life insurance such as LOMA ACS or equivalent and training in advanced MS Office skills.