Customer Service Representative

Job Summary

Contribute as a subject matter professional in policy servicing for life and annuities insurance within a hybrid work model using strong MS Office skills to process and maintain policy data with accuracy and timeliness while collaborating across rotational shifts to support customer focused service operational efficiency and regulatory compliance in a global multicultural environment.

Responsibilities

• Process policy servicing requests with close attention to detail to ensure accurate updates of life and annuities policy records while meeting defined turnaround times and service level expectations.
• Review source documents spreadsheets and internal systems using MS Office tools to validate completeness and correctness of policy data before executing any change or correction.
• Update policy administration and tracking systems in line with standard operating procedures so that endorsements beneficiary changes address updates and other policy servicing actions are clearly documented and auditable.
• Coordinate with internal operations underwriting and customer service teams through email and collaboration tools to resolve data gaps or discrepancies that could delay policy servicing outcomes.
• Respond to internal queries on policy status and servicing history by extracting data preparing concise summaries in MS Word and organizing supporting evidence in MS Excel for easy reference.
• Monitor assigned work queues during rotational shifts to prioritize items based on urgency and complexity escalating potential risk or compliance issues to supervisors in a timely manner.
• Prepare recurring and ad hoc reports in MS Excel to track volumes turnaround times and error trends enabling the team to identify areas for continuous process improvement.
• Adhere to internal control guidelines and regulatory requirements related to life and annuities policy servicing so that customer interests and company obligations remain consistently protected.
• Contribute to knowledge base updates by documenting new scenarios exception handling steps and clarified procedures in clear and structured MS Word formats for use by the broader team.
• Communicate clearly and professionally in spoken and written English with stakeholders to confirm requirements clarify instructions and ensure shared understanding of policy servicing outcomes.
• Support hybrid work expectations by maintaining reliable connectivity safeguarding confidential information and participating in virtual or onsite meetings as scheduled across rotational shifts.
• Assist in testing and validating small system or process enhancements by executing predefined test cases in MS Excel and documenting observed results for review by supervisors or business analysts.
• Identify recurring issues in policy servicing workflows and suggest practical improvements that enhance data quality reduce rework and contribute to a smoother experience for policyholders and business partners.

Qualifications

• Demonstrate practical experience of at least one year using MS Office applications with strong proficiency in MS Excel and MS Word to manage structured data and prepare clear documentation in an operations or back office setting.
• Apply sound understanding of basic insurance or financial services concepts and where possible leverage knowledge of life and annuities products to interpret policy details and servicing instructions with greater accuracy.
• Show ability to work effectively in a hybrid environment and across rotational shifts by managing time maintaining productivity and collaborating seamlessly with team members in different locations.
• Exhibit strong English language skills in reading writing and speaking that enable accurate comprehension of policy documentation and clear communication of servicing decisions.
• Display consistent focus on quality data accuracy and compliance by following documented procedures and promptly raising any observed gaps or potential issues to the appropriate contact.

Certifications Required

Preferred certifications include MS Office Specialist

Acerca de Cognizant  
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.

Información adicional sobre el empleo
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