Job Summary
This role involves providing policy servicing support for life and annuities insurance customers in a work from office night shift environment. The professional will handle customer service requests maintain accurate policy records and ensure timely resolution of inquiries for international clients. The position requires strong communication skills in English and a focus on high quality service delivery.
Responsibilities
- Handle end to end policy servicing requests for life and annuities customers by processing changes and updates with high accuracy and within defined timelines
- Respond to customer inquiries via approved communication channels by providing clear policy information and resolving issues in a courteous and efficient manner
- Review policy documents and transaction requests by validating completeness and correctness before initiating any servicing actions
- Coordinate with internal operations and support teams by sharing clear case details to ensure timely closure of customer requests and complaints
- Update policy administration systems by capturing every customer interaction and transaction in a structured and compliant manner
- Monitor open service requests by tracking progress and following up proactively to ensure closure within agreed turnaround time
- Adhere to defined service level agreements and quality standards by consistently meeting productivity accuracy and responsiveness targets
- Follow documented procedures and standard operating guidelines by applying them carefully to all servicing activities to reduce operational risk
- Identify recurring customer issues or process gaps by documenting observations and sharing them with supervisors for continuous improvement
- Maintain up to date knowledge of policy servicing rules product features and company guidelines by participating in regular trainings and self learning activities
- Communicate clearly and empathetically with customers in English by using easy to understand language suited to global audiences in a night shift setting
- Work effectively in a structured work from office environment by adapting to rotational or fixed night schedules while maintaining performance and focus
- Contribute to the company purpose of protecting financial well being by ensuring every policy service action supports long term security for customers and communities
Qualifications
- Possess a foundational understanding of customer service practices by applying active listening questioning and problem solving skills to every interaction
- Have practical experience in handling customer queries or back office support within one to two years of professional exposure in a service environment
- Demonstrate strong English communication skills in reading writing and speaking by conveying information accurately and documenting interactions thoroughly
- Bring familiarity with life and annuities insurance concepts by understanding beneficiary details premium schedules and policy values even if experience is limited
- Show comfort with policy administration or customer service tools by entering data accurately and navigating multiple systems during live customer interactions
- Display strong attention to detail and numeric reasoning by validating policy data payments and computations without relying heavily on supervision
- Exhibit readiness to work permanent night shifts from the office by maintaining punctuality resilience and consistent service quality across all working days
Certifications Required
Preferred certification in customer service such as Certified Customer Service Professional or any equivalent insurance customer service credential
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: 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.
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.
