On-site Customer Service Representative

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 rotational shifts ensuring policy changes endorsements and queries are processed efficiently to enhance customer satisfaction and uphold company standards.

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

• Possess 1-3 years of customer service experience
• Display working experience of one to three years in policy administration operations 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