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
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: 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, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
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.
