Customer Service Representative

1. Job Title : SPE-Policy Servicing 2. Job Summary : This role focuses on precise and efficient policy servicing for life and annuities products ensuring accurate documentation timely updates and adherence to service standards. The specialist uses MS Office tools to manage data prepare reports and support policy administration in a hybrid work model with rotational shifts contributing to reliable service for policyholders and stakeholders. 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 : -Perform policy servicing activities such as data entry validation and updates in core administration systems to ensure accurate and current policy records for all assigned portfolios. -Prepare review and maintain policy related documents using MS Office applications to support transparent communication with internal teams and external partners. -Verify completeness and correctness of customer and policy information against source documents to minimize errors and rework in downstream processes. -Respond to policy servicing requests from internal stakeholders by analyzing case details and providing clear and timely resolutions in line with documented procedures. -Track and monitor daily work queues service requests and turnaround times using spreadsheets and status logs to ensure adherence to agreed service levels. -Collaborate with team members in the hybrid work model by sharing status updates and knowledge through structured documentation and scheduled virtual discussions. -Use MS Excel to organize filter and analyze policy data for reporting trend identification and quality checks that support continuous improvement initiatives. -Draft clear and concise email communications in English to clarify policy details request missing information and confirm completion of servicing activities. -Follow defined controls and compliance checks for policy servicing processes to support audit readiness and protect customer information. -Participate in rotational shifts by planning daily activities and handovers to ensure uninterrupted coverage for policy servicing operations. -Support issue resolution by documenting incidents root causes and corrective actions in shared trackers to prevent recurrence and improve process stability. -Contribute to knowledge base documents and reference guides that help new and existing team members handle standard and complex servicing scenarios more effectively. -Engage with quality reviewers to understand feedback on completed transactions and implement suggested improvements in future work items. -Apply basic understanding of life and annuities concepts when available to interpret policy features riders and benefits while processing servicing requests. -Update status trackers and management reports regularly to give transparent visibility of work volumes completion and pending actions for the assigned queues. -Coordinate with cross functional operations teams through structured communication to align on dependencies and ensure smooth end to end policy servicing. -Handle customer sensitive information with discretion by following company guidelines to maintain confidentiality and trust in all servicing activities. -Qualifications -Use proficiency in MS Office applications including word processing spreadsheets and presentations to produce accurate and well structured operational documents and reports. -Apply strong English reading writing and speaking skills to interpret process documentation understand policy terms and communicate clearly with stakeholders. -Demonstrate foundational knowledge of life and annuities insurance concepts when present to support better understanding of policy structures and servicing impacts. -Utilize attention to detail and numerical accuracy to validate premium amounts dates and policy values while performing servicing transactions. -Employ time management and prioritization skills to handle multiple requests and maintain service levels within a rotational shift environment. -Show adaptability to hybrid working arrangements by effectively using collaboration and communication tools to stay aligned with team objectives. -Exhibit a continuous learning mindset by seeking feedback attending trainings and updating knowledge on evolving policy servicing processes and tools. 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 in MS Office or equivalent productivity tools and any industry recognized insurance operations or life insurance administration credential.