Job Summary
This hybrid role in personal insurance claims focuses on delivering accurate and empathetic customer service while handling end to end claim inquiries and simple claim processing within rotational shifts and a structured workflow. The role involves explaining claim status documenting interactions and coordinating with internal teams to ensure efficient resolution that supports organizational goals and enhances trust in insurance services across society.
Responsibilities
Handle personal insurance claim related inquiries with clear communication and careful listening to provide accurate information and build trust in claim outcomes for customers and internal partners.Process routine personal insurance claims by validating information documenting case details and following established procedures to support timely and consistent claim settlement.Respond to customer queries through multiple contact channels by explaining policy coverage and claim status in a calm and professional manner that supports customer confidence and satisfaction.Maintain comprehensive and well structured claim documentation in internal systems to ensure transparency audit readiness and smooth handover between team members across rotational shifts.Collaborate with claims handlers and operations teams to escalate complex or disputed cases in a systematic way that reduces resolution time and improves overall service quality.Apply foundational knowledge of insurance concepts to review claim information for accuracy and completeness while identifying potential gaps that require clarification or additional evidence.Follow defined quality and compliance guidelines during every claim interaction to protect customer data meet regulatory expectations and safeguard the organizations reputation.Use available knowledge bases and claim tools to research customer issues and propose practical solutions that align with business rules and support fair outcomes.Adapt to rotational shifts by managing personal work queues efficiently meeting productivity targets and maintaining a consistent customer experience across different time bands.Provide empathetic support during stressful claim situations by acknowledging customer concerns and guiding them through next steps in a structured and reassuring manner.Support continuous improvement initiatives by sharing recurring claim issues and service challenges with supervisors to help refine procedures and improve claim handling efficiency.Align day to day claim servicing activities with the organizations wider goal of enabling financial security and resilience for individuals and communities through trustworthy insurance services.Contribute to a collaborative hybrid work environment by using digital collaboration tools participating actively in team discussions and keeping stakeholders updated on assigned claim cases.
Qualifications
Demonstrate basic understanding of insurance products and claim lifecycle through prior exposure to insurance domain or related customer service work that supports accurate handling of personal insurance claims.Show proven experience in customer service where clear communication problem solving and emotional resilience were used to manage customer interactions and resolve operational issues.Apply any experience in property and casualty insurance to interpret coverage details identify relevant claim information and explain outcomes in a manner that supports fairness and transparency.Display strong data entry accuracy and attention to detail when recording claim information updating case notes and verifying documents to reduce rework and errors in claim decisions.Use foundational analytical skills to recognize inconsistencies in claim narratives or documentation and to raise appropriate clarifications that support reliable claim assessment.Demonstrate adaptability to hybrid work arrangements and rotational shift patterns while maintaining punctuality responsiveness and steady performance across work locations.Communicate fluently in spoken and written form to handle diverse customer profiles simplify claim related concepts and document interactions in a clear and structured style.Show eagerness to learn new insurance systems claim tools and process updates through training and self study so that productivity and quality can improve over time.
Certifications Required
Desirable certifications include insurance domain training such as certification in property and casualty insurance or customer service excellence.
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.
