Customer Service Representative

1. Job Title : SPE-Policy Servicing 2. Job Summary : This hybrid role for SPE Policy Servicing involves executing and enhancing policy servicing processes in the life and annuities insurance domain while leveraging strong MS Office expertise to manage data documentation and reporting. The specialist will support rotational shifts ensure high accuracy in policy updates and collaborate with cross functional teams using clear English communication for both written and spoken interactions contributing to improved customer outcomes and operationa 3. Experience : 3 - 5 years 4. Required Skills : Technical Skills: MS Office Domain Skills: 5. Nice to have skills : Domain Skills:Life and Annuities Insurance 6. Technology : Custom Service 7. Shift : Rotational 8. Responsibilities : -Support end to end policy servicing activities by accurately processing policy changes endorsements cancellations and reinstatements to ensure timely and error free updates in core systems. -Utilize advanced MS Office capabilities to prepare structured policy documentation maintain well organized data records and create detailed reports that support operational transparency and decision making. -Perform thorough reviews of policy details premium information and beneficiary data to identify discrepancies and initiate corrective actions that maintain compliance with internal standards. -Coordinate closely with operations and quality teams in a hybrid work environment to resolve servicing issues efficiently and maintain consistent service levels across rotational shifts. -Analyze servicing requests and transaction patterns to highlight recurring issues and propose process refinements that reduce rework and improve cycle time. -Manage work queues and servicing priorities during rotational shifts by monitoring assignment volumes and ensuring that all tasks are completed within agreed timelines. -Prepare clear and concise status updates trackers and dashboards in MS Office that provide stakeholders with visibility into servicing volumes turnaround times and quality metrics. -Apply knowledge of life and annuities insurance concepts when available to interpret complex policy features and ensure that servicing actions comply with product rules and regulatory expectations. -Engage in structured communication with internal stakeholders using fluent English to clarify servicing requirements document decisions and prevent misunderstandings that may impact customers. -Contribute to continuous improvement initiatives by documenting current procedures suggesting practical enhancements and supporting controlled execution of approved changes. -Adhere strictly to company policies related to data privacy information security and operational risk so that all policy servicing activities protect customer information and organizational reputation. -Participate in training sessions knowledge sharing meetings and calibration discussions to strengthen policy servicing expertise and maintain consistency of execution across the team. -Assist in preparing audit ready documentation and evidence of servicing activities to support internal reviews and external compliance assessments. -Qualifications -Demonstrate strong proficiency in MS Office applications by creating structured spreadsheets detailed documents and clear presentations that support policy servicing and reporting needs. -Apply good understanding of life and annuities insurance products when available by explaining policy provisions coverage features and servicing implications in a practical and accurate manner. -Communicate effectively in English through both written and spoken interactions by documenting servicing decisions clearly and participating constructively in cross functional discussions. -Exhibit solid analytical skills by reviewing transaction data identifying anomalies and summarizing findings in a format that supports resolution and process improvement. -Maintain consistent attention to detail by checking inputs validating outputs and confirming that every servicing action aligns with defined procedures. -Operate comfortably in a hybrid work model with rotational shifts by organizing daily tasks efficiently and maintaining reliable coordination with team members across locations. 9. Job Location : Primary Location :CRHESANA02(BPCRI Heredia HE-AFZ Edificio-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : SPE-Policy Servicing [75IO57] 11. Demand Requires Travel? : No 12. Certifications Required : Preferred certifications include MS Office Specialist certification and any recognized life insurance operations or policy administration certification.