On-site Customer Service Representative

1. Job Title : SPE-Policy Servicing 2. Job Summary : Serve as a policy servicing specialist supporting life and annuity insurance operations within a hybrid work model while working in rotational shifts. Manage end to end policy maintenance requests using MS Office tools ensuring accurate documentation timely resolution and a consistent experience for policyholders and internal stakeholders through clear communication in English. 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 : -Manage end to end policy servicing requests such as policy updates endorsements and information changes to ensure accurate and timely maintenance of customer records in core systems. -Review policy documentation and supporting evidence with strong attention to detail to validate completeness accuracy and compliance with internal guidelines and regulatory expectations. -Use MS Office applications to prepare update and maintain structured trackers reports and logs that clearly reflect policy status turnaround times and exceptions. -Coordinate with internal teams across operations underwriting and customer support through email and collaboration tools to clarify requirements and resolve policy servicing issues efficiently. -Respond to internal and external queries in clear written and spoken English to provide precise information on policy status required documents and next steps. -Follow standard operating procedures and process maps to execute policy servicing tasks consistently while suggesting opportunities for simplification and error reduction. -Monitor daily work queues and case inventories to prioritize tasks based on service level targets and ensure that commitments for turnaround time are consistently met. -Prepare recurring and ad hoc reports in MS Excel or similar tools to summarize productivity error trends and backlog levels for review by supervisors and stakeholders. -Support quality review activities by documenting issues participating in root cause analysis and implementing corrective actions that improve data accuracy and customer outcomes. -Adhere to rotational shift schedules and hybrid work norms while maintaining reliable attendance clear communication on availability and smooth handover of work items between shifts. -Comply with information security data privacy and regulatory requirements by handling customer information responsibly and following all prescribed controls. -Contribute to continuous improvement initiatives by sharing observations from daily work recommending process enhancements and adopting updated procedures or templates. -Assist in knowledge sharing by documenting step by step work instructions frequently asked questions and tips that help new team members become productive more quickly. -Qualifications -Possess professional experience ranging from one to three years in policy servicing insurance operations or a related back office environment where accuracy and timeliness are critical. -Demonstrate advanced proficiency in MS Office including creating structured spreadsheets using formulas maintaining documentation templates and preparing concise presentations or summaries. -Show capability to interpret policy documents forms and correspondence using strong reading skills in English and to translate requirements into clear actions within the servicing process. -Exhibit strong written and verbal communication skills in English to collaborate effectively with colleagues and to document work in a clear and structured manner. -Bring exposure to life insurance or annuities domains as a desirable qualification including familiarity with common policy transactions product terminology and regulatory considerations. -Display strong analytical thinking and problem solving skills by identifying discrepancies resolving data conflicts and escalating complex cases with clear supporting details. -Maintain a high level of integrity customer focus and accountability by owning assigned cases from initiation to closure and ensuring that outcomes align with organizational values and societal trust in insurance services. 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 tool credentials and any foundational insurance certification such as life insurance operations.