Customer Service Representative

Job Summary :

This role supports policy servicing operations for life and annuities insurance by managing end to end processing requests with strong attention to detail and regulatory awareness. The specialist uses MS Office tools to analyze data track service requests and document decisions while working from office during day shifts. The role improves customer experience and supports sustainable business growth.

Responsibilities

• Process a wide range of life and annuities policy servicing requests including issuance maintenance renewals and terminations with high accuracy to ensure timely and compliant outcomes for customers and internal partners.
• Review policy documents premium records and customer instructions to validate completeness correctness and eligibility before executing any updates in core systems.
• Utilize MS Office applications to maintain detailed logs prepare status trackers and create operational reports that support transparency and informed decision making across the servicing team.
• Analyze servicing patterns and exceptions using spreadsheets to identify root causes recurring issues and opportunities for process simplification that improve turnaround time and quality.
• Respond to internal queries from underwriting claims finance and customer service teams by providing clear policy level clarifications based on contract terms and internal guidelines
• Coordinate with stakeholders through email and scheduled calls to resolve data gaps missing documentation and operational blockers while maintaining a professional and inclusive communication style
• Document all servicing actions outcomes and rationales in standard templates to preserve a clear audit trail that supports internal controls and regulatory inspections.
• Adhere to regulatory requirements and company policies related to life and annuities servicing including suitability checks privacy expectations and retention standards to reduce operational risk.
• Contribute to continuous improvement by suggesting enhancements to templates macros checklists and tracking methods within MS Office that streamline recurring servicing activities.
• Monitor daily work queues and aging reports to prioritize cases effectively ensuring that high impact and time bound transactions are completed within defined service levels
• Support testing and validation of system changes or process updates by executing predefined test scenarios documenting results and highlighting discrepancies for technology and operations teams.
• Provide clear status updates to supervisors through daily reporting in spreadsheets or presentations enabling effective allocation of work and early identification of potential backlogs.

• Assist in knowledge sharing by updating operational reference material and participating in team discussions that capture best practices for life and annuities policy servicing

Qualifications

• Demonstrate solid hands on experience in MS Office especially spreadsheets presentations and documents to manage data perform analysis and prepare structured reports for operations management.
• Bring practical experience of at least two years in life and annuities insurance policy servicing or closely related functions with a strong understanding of policy life cycles riders and common service requests .
• Apply knowledge of insurance terminology premium structures and regulatory expectations to interpret policy provisions accurately and execute servicing decisions aligned with company standards.
• Exhibit strong written and verbal communication abilities to interact effectively with cross functional stakeholders and document servicing outcomes in a clear concise and inclusive manner.
• Showcase analytical and problem solving skills through prior experience resolving data discrepancies premium mismatches or documentation gaps while maintaining focus on customer and business impact.
• Display comfort working full time from office during day shifts with the flexibility to manage peak volumes and collaborate in person with team members and support functions for faster resolution cycles.