Job Summary
This hybrid Service Process Executive Policy Servicing role focuses on delivering high quality customer service for insurance policy holders by managing policy servicing requests resolving inquiries with accuracy and ensuring timely updates across digital and voice channels while contributing to operational excellence and customer satisfaction for a leading multinational company.
Responsibilities
- Manage end to end policy servicing requests by capturing customer details accurately and updating internal systems to ensure precise and timely policy administration.
- Provide prompt and empathetic responses to customer inquiries across phone email and digital channels to enhance overall customer experience and satisfaction.
- Coordinate with internal operations underwriting and claims teams to resolve policy servicing issues quickly and minimize customer effort.
- Monitor daily work queues and service tickets to prioritize tasks based on urgency and service level targets for policy servicing activities.
- Validate customer identity documentation and policy information carefully to maintain data integrity and comply with internal risk and audit requirements.
- Escalate complex or exception scenarios to senior specialists or supervisors with clear documentation so that decisions can be taken efficiently and accurately.
- Document every customer interaction and policy update in the case management system to maintain complete service history and support future analysis.
- Adhere strictly to defined service level agreements for response time resolution time and accuracy to support consistent and predictable customer outcomes.
- Follow standard operating procedures and compliance guidelines for insurance policy servicing to minimize operational risk and ensure adherence to regulatory expectations.
- Support continuous improvement initiatives by sharing recurring issues customer pain points and enhancement suggestions with process excellence or quality teams.
- Use available knowledge bases scripts and decision trees to handle frequent requests efficiently while maintaining a human and respectful customer interaction.
- Participate in error analysis and quality review discussions to understand root causes and implement corrective actions in daily servicing activities.
- Conduct basic checks on premium payments endorsements and renewals within the policy servicing scope to ensure smooth policy lifecycle management.
- Assist in educating customers on self service options digital tools and policy features to reduce repeat inquiries and empower customers.
- Update personal and role specific skills through regular training on systems tools and industry updates to remain effective in handling evolving customer and policy needs.
- Work collaboratively with peers within the policy servicing team to balance workloads and ensure consistent coverage during peak volumes and planned leaves.
- Maintain a high degree of confidentiality for customer and policy data and act in alignment with the companys values and ethical standards.
- Track personal performance metrics such as average handling time first contact resolution and quality scores to continuously improve service effectiveness.
- Identify opportunities to simplify forms scripts and process steps in policy servicing and share these ideas for evaluation by process owners.
- Offer clear and simple explanations of policy servicing decisions to customers so they understand outcomes and feel informed and respected.
- Respond calmly and constructively in difficult customer situations to deescalate concerns and protect long term customer relationships.
- Coordinate with technology and support teams when system issues impact servicing and provide detailed feedback to aid timely resolution.
- Support onboarding of new team members by sharing practical tips for using tools understanding processes and dealing with typical customer scenarios.
Qualifications
- Require a minimum of 2 years and a maximum of 4 years of experience in customer service with specific exposure to policy servicing or similar back office service processes.
- Require strong technical skills in customer service operations including handling of omnichannel interactions case management tools and basic reporting using office productivity applications.
- Prefer prior experience in the insurance domain particularly in life general or health policy servicing to better understand products terms and lifecycle events.
- Prefer familiarity with insurance concepts such as premiums endorsements renewals cancellations and reinstatements as these support accurate and efficient servicing.
- Require strong communication skills in spoken and written English to engage clearly with customers stakeholders and support teams in a hybrid work environment.
- Prefer additional language capability in any regional language to better support diverse customer bases where business needs require regional communication.
- Require ability to work in a hybrid work model combining in office and remote work while maintaining productivity data security and collaboration standards.
- Require readiness to work in shift D which may align with specific regional or client time zones while maintaining punctuality and consistent attendance.
- Confirm that the role does not require business travel so candidates should be comfortable operating primarily from designated office and home
Certifications Required
Preferred certifications include customer service professional certification or an insurance foundation credential such as AINS or equivalent.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
