Customer Service Representative

Job Summary

Serve as a policy servicing specialist supporting core operations for life and annuities products with a focus on accuracy timeliness and customer satisfaction in a hybrid work model. Apply strong MS Office skills to process policy changes maintain records and create reports while collaborating across teams during rotational shifts to uphold service quality in English language communication.

Responsibilities

• Process policy servicing requests such as endorsements beneficiary updates and address changes using MS Office applications to ensure accuracy and timely completion of each assigned task.
• Review policy documentation and system records with careful attention to detail to identify discrepancies and initiate corrective actions that maintain high data quality and compliance.
• Update policy administration systems and related trackers in MS Office to reflect the latest policy status while preserving a clear and auditable history of every transaction.
• Coordinate with internal stakeholders through email and virtual collaboration tools to clarify missing information and resolve policy servicing issues within defined service level timelines.
• Prepare structured reports and summaries in MS Office that capture daily productivity outstanding cases and key servicing trends for use by supervisors and related teams.
• Handle customer and intermediary queries routed through back office channels by interpreting policy terms and documenting responses that are clear concise and compliant.
• Verify that each transaction adheres to internal procedures regulatory requirements and audit controls in order to reduce operational risk and protect customer interests.
• Escalate complex or exception cases to senior team members with well organized case notes and supporting documents created in MS Office for efficient review.
• Contribute to continuous improvement by documenting recurring issues proposing enhancements to templates or checklists and supporting implementation of agreed process changes.
• Adhere to rotational shift schedules while maintaining consistent productivity and service quality standards in a hybrid work model that blends office and remote work.
• Follow information security and confidentiality guidelines at every step of the servicing process to safeguard sensitive personal and financial data handled on customer policies.
• Support training and knowledge sharing for peers by preparing simple reference guides in MS Office that explain standard scenarios steps and best practices for policy servicing.
• Utilize English language skills in reading writing and speaking to interpret policy rules document case notes and collaborate with colleagues in a clear and professional manner.
• Demonstrate accountability for assigned work items by tracking case progress meeting deadlines and providing timely updates to team coordinators or supervisors.

Qualifications

• Possess practical experience using MS Office including word processing spreadsheets and presentations to manage policy data reporting and documentation in an organized manner.
• Bring working knowledge of life and annuities insurance concepts such as premium payments beneficiaries riders and surrender values that can be applied to daily servicing tasks when applicable.
• Show ability to understand and follow standard operating procedures while adapting to updates in process documents templates and servicing rules with minimal guidance.
• Exhibit strong attention to detail and numerical accuracy when validating policy values payment details and other key data elements critical for reliable servicing outcomes.
• Demonstrate effective written and verbal communication skills in English that support clear documentation email responses and collaboration with colleagues in hybrid settings.
• Display time management and prioritization capabilities to handle multiple policy servicing requests in rotational shifts while meeting or exceeding agreed service level targets.
• Apply basic analytical thinking to identify patterns in recurring issues highlight potential process gaps and support supervisors with inputs that improve operational efficiency.
• Show willingness to learn insurance domain knowledge through on the job exposure and internal training with the intent to grow into more complex servicing responsibilities over time.

Certifications Required

MS Office Specialist or equivalent productivity suite certification preferred for policy servicing roles.

À propos de Cognizant 
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant. 

Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.

Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français. 

Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.

Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.