Job Summary
This hybrid role as a subject matter expert in insurance claims focuses on delivering accurate and timely support for customer service and domain driven activities within a multinational organization. The professional will analyze claims guide stakeholders on process nuances and ensure consistent adherence to standards while working in rotational shifts without travel. Their work will help enhance customer trust and operational excellence in the insurance services portfolio.
Responsibilities
Analyze incoming insurance claims and related customer service requests to validate coverage identify documentation gaps and ensure that each case is processed accurately in line with internal guidelines and domain standards.Handle customer service interactions across multiple channels to provide clear explanations on claims status required next steps and resolution timelines while maintaining a calm and empathetic communication style.Coordinate with internal operations teams to streamline claim intake and assessment workflows and contribute to improved turnaround time and reduced rework through detailed case reviews.Perform end to end documentation checks on claims files to confirm that information is complete consistent and compliant with process rules thereby reducing downstream processing issues.Investigate claim details using available systems and tools to highlight potential inconsistencies and escalate complex or ambiguous cases according to defined escalation paths.Provide structured feedback on recurring customer service issues and claim processing pain points helping product and process owners refine procedures and service scripts.Support continuous improvement initiatives by tracking key performance metrics related to claim resolution accuracy customer satisfaction scores and cycle time and by suggesting practical enhancements.Collaborate with training and quality teams by sharing real world case scenarios and insights from daily work to shape more effective learning materials and quality checklists.Contribute to knowledge base updates by drafting clear process notes and frequently asked questions that help colleagues resolve claims and customer queries more efficiently.Adapt to a rotational shift environment by managing workload intelligently and maintaining a consistent level of responsiveness and quality regardless of shift timing.Utilize hybrid work arrangements effectively by maintaining secure and confidential handling of sensitive claim information both on site and remotely in accordance with company policies.Support the company purpose by helping customers navigate stressful claim situations with clarity and fairness thereby strengthening trust in the organization and its insurance service offerings.Participate in cross functional discussions to represent claims and customer service perspectives ensuring that operational changes positively impact end customers and broader society through reliable risk protection.
Qualifications
Demonstrate solid experience in insurance claims domain activities with two to four years of hands on involvement in processing or supporting claims operations in a professional setting.Show strong customer service skills including active listening precise communication and issue resolution capabilities that drive high satisfaction and minimize repeated contacts.Apply foundational knowledge of property and casualty insurance concepts such as policy coverage limits deductibles exclusions and claim life cycle to interpret case details effectively.Exhibit proficiency in working with standard office productivity tools and claims related applications to log cases update records and generate simple reports for stakeholders.Display adaptability in hybrid work and rotational shifts by organizing tasks efficiently managing time constraints and maintaining consistent performance levels.Demonstrate analytical thinking and attention to detail when reviewing claim facts and customer information which supports accurate decisions and fair outcomes for all parties.Show openness to learn new processes regulatory updates and system enhancements in the insurance domain and translate that learning into better daily execution.
Certifications Required
Preferred certifications include insurance claims or customer service credentials such as INS or AIC or equivalent industry specific training.
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.
