Customer Service Representative

1. Job Title : SPE-Policy Servicing 2. Job Summary : This role supports policy servicing operations for life and annuities insurance using MS Office to manage analyze and document policy data with accuracy and timeliness. The specialist works in a hybrid model and rotational shifts ensuring policy changes endorsements and queries are processed efficiently to enhance customer satisfaction and uphold company standards. 3. Experience : 1 - 3 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 : -Process daily policy servicing requests for life and annuities products using MS Office tools to ensure accurate updates and timely completion of assigned work items -Review policy data for completeness and correctness to identify discrepancies and initiate appropriate corrections within defined turnaround times -Maintain detailed records of policy changes endorsements cancellations and reinstatements in structured logs to support audit and compliance needs -Coordinate with internal operations teams through emails and collaboration tools to clarify policy level questions and resolve pending cases efficiently -Analyze transaction patterns and recurring issues in policy servicing queues to propose practical improvements in templates trackers and workflows using MS Office -Respond to policy servicing queries from internal stakeholders in clear concise language to promote shared understanding and minimize rework -Adhere to defined process guidelines operational checklists and quality standards to reduce errors and improve overall service delivery performance -Update and maintain standardized reports dashboards and trackers in spreadsheets to provide transparent visibility of volumes backlogs and productivity trends -Support testing of process enhancements and new templates by documenting test cases capturing results and sharing observations for continuous improvement -Participate in rotational shifts to provide consistent coverage for global operations while following agreed schedules and work model requirements -Demonstrate strong attention to detail in reviewing financial values dates and customer information to prevent service failures and downstream corrections -Handle assigned tasks with a customer centric mindset to ensure that each policy transaction contributes to a positive experience and long term trust in the company -Collaborate with peers and supervisors to share best practices insights and tips that strengthen team capability and support the broader organizational mission to protect financial well being -Qualifications -Display working experience of one to three years in policy administration operations or back office processing with consistent exposure to transactional workloads -Demonstrate advanced proficiency in MS Office including spreadsheets presentations and word processing to manage large datasets and produce clear operational documents -Apply basic understanding of life and annuities insurance concepts such as premiums benefits riders and policy values to interpret and process servicing requests accurately -Communicate effectively in English across reading writing and speaking to interact with stakeholders and document cases in a professional and precise manner -Adopt a disciplined approach to time management prioritization and adherence to service level expectations while working in a hybrid model and rotational shifts -Show willingness to learn new systems process updates and regulatory changes related to policy servicing to maintain compliance and operational excellence -Exhibit strong problem solving orientation by identifying root causes of common service issues and suggesting realistic process or template improvements 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 or equivalent productivity suite certification relevant to policy administration work