Job Summary
Serve as a subject matter expert for policy servicing by applying generative AI and office productivity tools to streamline operations enhance service quality and support a hybrid night shift model. Analyze policy data optimize documentation workflows and collaborate with cross functional teams to improve customer outcomes within auto insurance claims.
Responsibilities
- Apply generative AI techniques to analyze policy servicing requests and recommend optimized actions that reduce handling time and improve service accuracy
- Design prompt strategies that enable efficient creation of clear policy documents endorsements and customer communication tailored to complex servicing scenarios
- Review policy data transaction histories and service tickets to identify patterns that indicate process gaps and propose targeted enhancements to operations
- Collaborate with operations teams to translate servicing policies into structured workflows that can be partially automated while preserving compliance and audit readiness
- Use office productivity tools to create detailed reports trackers and dashboards that summarize servicing performance for internal stakeholders working in a night shift model
- Develop step by step reference guides and knowledge artifacts that help team members understand new servicing rules regulatory updates and AI assisted procedures
- Coordinate with technology teams to test AI enabled tools provide user feedback and validate outputs against business rules and policy servicing guidelines
- Investigate complex servicing cases document findings and recommend data driven resolutions that support fair outcomes for policyholders and the organization
- Assist quality and compliance partners by preparing evidence packs summaries and structured documentation that demonstrate adherence to company standards
- Engage with peer subject matter experts across regions to share insights compare servicing practices and adopt proven approaches that improve customer satisfaction
- Support hybrid work arrangements by maintaining organized digital documentation that allows seamless handover between on site and remote team members
- Align daily servicing activities with the company purpose by prioritizing transparent communication fair treatment and timely resolution of customer requests
- Apply knowledge of auto insurance claims when available to interpret coverage details link claim outcomes to policy changes and ensure servicing decisions are consistent
Qualifications
- Possess four to six years of experience in policy servicing or closely related insurance operations with consistent exposure to complex customer or intermediary requests
- Demonstrate strong hands on expertise in generative AI tools and platforms including experience crafting effective prompts for document drafting analysis and summarization
- Exhibit advanced proficiency in office productivity tools for creating spreadsheets presentations and documents that support reporting analysis and training material creation
- Show understanding of auto insurance claims concepts such as coverage types loss scenarios and claim settlement principles to inform policy servicing decisions when needed
- Communicate clearly in written and spoken form to explain servicing decisions document case histories and collaborate effectively with cross functional partners in night shifts
- Adapt effectively to hybrid work conditions by managing time independently using collaboration tools responsibly and maintaining clear digital records
- Display strong analytical thinking attention to detail and problem solving ability to evaluate servicing scenarios interpret policy wording and recommend accurate outcomes
Certifications Required
Preferred certifications in insurance operations or AI such as a general insurance certification or a generative AI professional credential
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
