Customer Service Representative - On-Site

1. Job Title : SPE-Policy Servicing 2. Job Summary : This hybrid role as Policy Servicing Specialist focuses on accurate and timely administration of life and annuity policy records using MS Office tools while working in rotational shifts. The role involves handling policy updates service requests and documentation with strong attention to detail and clear communication in English to support customer satisfaction and regulatory compliance for a global insurance client. 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 : -Process policy servicing requests for life and annuity products using MS Office applications to ensure accurate updates of customer records and contract details while meeting defined turnaround times -Maintain comprehensive digital and physical documentation of all policy servicing actions using structured MS Office templates to support efficient audits and compliance reviews -Review incoming service requests such as beneficiary changes address updates and payment related queries to validate required information and eliminate data discrepancies before processing -Coordinate with internal operations and underwriting teams through clear English communication to resolve complex servicing issues and ensure consistent information is captured across all systems -Track and update servicing activities in standardized logs and dashboards created in MS Office to provide transparent status reporting and enable performance monitoring by supervisors -Analyze recurring servicing issues by compiling data in spreadsheets and preparing concise summaries that help refine process steps and enhance overall servicing quality -Respond to internal queries related to policy servicing procedures in English with precise explanations that promote uniform understanding of workflows and support smooth cross team collaboration -Adhere to rotational shift schedules and hybrid work guidelines while maintaining dependable attendance and productive coordination with colleagues across different time windows -Apply awareness of life and annuity insurance concepts when available to interpret policy provisions correctly and support accurate handling of customer requests according to contract terms -Support continuous improvement initiatives by documenting observed process gaps in MS Office formats and suggesting practical enhancements that improve efficiency and accuracy in policy servicing -Ensure all servicing activities comply with company standards regulatory expectations and privacy requirements to protect customer information and uphold organizational integrity -Prepare clear and concise servicing reports and summaries in MS Office for supervisors that highlight volumes key trends and potential risk areas to aid operational decision making -Contribute to a positive and inclusive team environment by sharing knowledge on policy servicing practices and supporting peers in handling complex requests when required -Qualifications -Demonstrate strong proficiency in MS Office applications including word processing spreadsheets and presentations to manage policy data and servicing documentation effectively -Exhibit solid English reading writing and speaking skills to interpret insurance documents communicate with stakeholders and prepare clear servicing records -Show practical experience in policy servicing operations or similar back office processing functions over three to five years with consistent adherence to quality and productivity expectations -Display attention to detail and accuracy when entering updating and reviewing customer information ensuring minimal errors in life and annuity policy records -Bring familiarity with life and annuity insurance products as a desirable skill to better understand policy features coverage details and servicing implications -Apply structured problem solving to diagnose servicing issues using available data and propose straightforward solutions that keep policy records reliable and current -Manage workload effectively under rotational shifts by organizing tasks prioritizing servicing requests and maintaining steady performance in a hybrid working environment 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 certification in MS Office Specialist or equivalent productivity tools to validate proficiency in core applications used for policy servicing