Customer Service Representative, Heredia,HE-AFZ, Edificio, Heredia, Costa Rica

Job Summary

Serve as a policy servicing specialist supporting core operations for life and annuities products with a focus on accuracy timeliness and customer satisfaction in a hybrid work model. Apply strong MS Office skills to process policy changes maintain records and create reports while collaborating across teams during rotational shifts to uphold service quality in English language communication.

Responsibilities

Process policy servicing requests such as endorsements beneficiary updates and address changes using MS Office applications to ensure accuracy and timely completion of each assigned task.
Review policy documentation and system records with careful attention to detail to identify discrepancies and initiate corrective actions that maintain high data quality and compliance.
Update policy administration systems and related trackers in MS Office to reflect the latest policy status while preserving a clear and auditable history of every transaction.
Coordinate with internal stakeholders through email and virtual collaboration tools to clarify missing information and resolve policy servicing issues within defined service level timelines.
Prepare structured reports and summaries in MS Office that capture daily productivity outstanding cases and key servicing trends for use by supervisors and related teams.
Handle customer and intermediary queries routed through back office channels by interpreting policy terms and documenting responses that are clear concise and compliant.
Verify that each transaction adheres to internal procedures regulatory requirements and audit controls in order to reduce operational risk and protect customer interests.
Escalate complex or exception cases to senior team members with well organized case notes and supporting documents created in MS Office for efficient review.
Contribute to continuous improvement by documenting recurring issues proposing enhancements to templates or checklists and supporting implementation of agreed process changes.
Adhere to rotational shift schedules while maintaining consistent productivity and service quality standards in a hybrid work model that blends office and remote work.
Follow information security and confidentiality guidelines at every step of the servicing process to safeguard sensitive personal and financial data handled on customer policies.
Support training and knowledge sharing for peers by preparing simple reference guides in MS Office that explain standard scenarios steps and best practices for policy servicing.
Utilize English language skills in reading writing and speaking to interpret policy rules document case notes and collaborate with colleagues in a clear and professional manner.
Demonstrate accountability for assigned work items by tracking case progress meeting deadlines and providing timely updates to team coordinators or supervisors.

Qualifications

Possess practical experience using MS Office including word processing spreadsheets and presentations to manage policy data reporting and documentation in an organized manner.
Bring working knowledge of life and annuities insurance concepts such as premium payments beneficiaries riders and surrender values that can be applied to daily servicing tasks when applicable.
Show ability to understand and follow standard operating procedures while adapting to updates in process documents templates and servicing rules with minimal guidance.
Exhibit strong attention to detail and numerical accuracy when validating policy values payment details and other key data elements critical for reliable servicing outcomes.
Demonstrate effective written and verbal communication skills in English that support clear documentation email responses and collaboration with colleagues in hybrid settings.
Display time management and prioritization capabilities to handle multiple policy servicing requests in rotational shifts while meeting or exceeding agreed service level targets.
Apply basic analytical thinking to identify patterns in recurring issues highlight potential process gaps and support supervisors with inputs that improve operational efficiency.
Show willingness to learn insurance domain knowledge through on the job exposure and internal training with the intent to grow into more complex servicing responsibilities over time.

Certifications Required

MS Office Specialist or equivalent productivity suite certification preferred for policy servicing roles.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
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Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

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