Customer Service Representative

Job Summary

Serve as a policy servicing specialist handling end to end life and annuities policy maintenance activities with strong focus on accuracy compliance and timely processing. Utilize MS Office tools to manage data documents and reports while supporting rotational shift operations and delivering dependable service to stakeholders in English.

Responsibilities

• Manage daily policy servicing requests such as policy amendments endorsements beneficiary updates and data corrections to ensure accurate and up to date records maintained in core systems
• Process incoming customer and intermediary requests using standardized workflows and MS Office based trackers to achieve consistent turnaround times and service quality targets
• Review policy documentation and supporting evidence carefully to validate completeness and correctness before executing any policy level changes or updates -Update internal systems and logs with clear concise and error free information to maintain reliable audit trails and facilitate smooth downstream processing
• Coordinate with internal operations underwriting and finance teams through email and collaboration tools to resolve discrepancies and ensure policy status alignment
• Prepare structured reports using MS Excel and MS Word to summarize volumes error trends and productivity metrics that support continuous improvement initiatives
• Handle service requests in rotational shifts while adhering to defined schedules and service level commitments to support uninterrupted policy servicing coverage
• Follow documented procedures checklists and regulatory guidelines diligently to reduce operational risk and maintain compliance with internal governance standards
• Respond to stakeholder queries in clear professional English both written and spoken to promote transparent communication and build trust in servicing outcomes
• Identify recurring issues in policy data or documentation and share observations with supervisors so that process enhancements and preventive controls can be introduced
• Contribute to knowledge repository updates by documenting practical tips clarifications and scenario based learnings that help colleagues handle similar cases more efficiently
• Assist in user acceptance testing and validation of system enhancements by executing defined test cases and documenting results in MS Office based templates
• Support team goals by sharing workload during peak periods participating in cross training activities and aligning daily work with company objectives focused on financial protection for customers

Qualifications

• Posses 1+ of Customer Service Experience through Voice (Inbound/Outbound) communication channels.
• Demonstrate solid proficiency in MS Office applications including Excel Word and Outlook with ability to handle large data sets templates and formatted reports for policy servicing tasks
• Apply foundational understanding of insurance concepts preferably in life and annuities to interpret policy terms riders premiums and benefits while processing servicing requests
• Exhibit strong attention to detail and numerical accuracy when validating customer information policy data and transaction calculations in order to minimize rework and errors
• Communicate effectively in English through clear writing speaking and active listening to manage queries document case notes and collaborate with colleagues in a hybrid work environment
• Adapt to rotational shift schedules and on-site working arrangements while maintaining consistent productivity discipline and accountability for assigned tasks
• Show willingness to learn new tools processes and domain knowledge through on the job training and feedback so that overall team capability and service delivery continue to improve -Maintain a customer centric mindset by prioritizing timely completion of policy servicing activities that help individuals and families receive uninterrupted coverage and financial security