On-site Customer Service Representative

1. Job Title : SPE-Policy Servicing 2. Job Summary : This role supports policy servicing for life and annuities products by managing end to end administrative activities ensuring data accuracy and delivering timely responses to internal stakeholders and external partners. The specialist uses MS Office tools to analyze records prepare reports and maintain standardized documentation in a hybrid work model with 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 : -Handle daily policy servicing activities by processing updates endorsements and maintenance tasks to ensure accurate and timely administration of life and annuities contracts -Review policy data in core systems using MS Office tools to validate completeness identify discrepancies and initiate corrections through defined workflows -Maintain organized digital records of policy servicing actions to support audit readiness operational transparency and compliance with internal standards -Coordinate with internal operations teams to resolve policy servicing issues by clarifying requirements sharing status updates and confirming resolution outcomes -Prepare periodic reports using spreadsheets and presentations to summarize servicing volumes turnaround times and quality trends for stakeholder review -Respond to queries related to policy servicing by interpreting process guidelines clarifying documentation needs and providing clear explanations to relevant partners -Execute standard quality control checks on completed servicing cases to confirm adherence to procedures and reduce processing errors -Update and refine process documentation in word processing tools to reflect new rules clarified procedures and continuous improvement outcomes in the servicing domain -Support rotational shift coverage by planning work queues monitoring pending items and escalating capacity constraints to ensure service commitments are met -Apply basic understanding of life and annuities concepts when reviewing policy changes to recognize potential impacts on coverage terms and customer outcomes -Collaborate with cross functional colleagues in a hybrid setup by using virtual communication tools to manage handoffs and maintain consistent service levels -Contribute to process improvement ideas by analyzing recurring servicing issues summarizing root causes and suggesting data driven enhancements -Align daily work with the company purpose by safeguarding policy integrity supporting financial security outcomes and enabling reliable service for communities -Qualifications -Possess three to five years of experience in policy servicing or related back office operations with a focus on accuracy timeliness and adherence to process guidelines -Demonstrate strong proficiency in MS Office tools including spreadsheets word processing and presentation applications to manage data documentation and reporting tasks -Show ability to interpret and follow standard operating procedures while applying critical thinking to handle exceptions and escalate complex cases appropriately -Bring exposure to life and annuities insurance products as a desirable domain background enabling better understanding of policy structures and servicing implications -Exhibit strong communication skills in English with capability to read write and speak clearly for documentation email correspondence and virtual discussions -Display comfort working in a hybrid model and rotational shifts by managing time effectively staying self organized and maintaining productivity across locations -Illustrate a continuous improvement mindset by adopting feedback refining personal work habits and supporting initiatives that enhance service quality and societal impact 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 : Any certification in MS Office productivity tools or insurance operations such as MOS Associate or LOMA FLMI is preferred