Customer Service Representative

Job Summary

This hybrid SPE Policy Servicing role focuses on accurate administration of life and annuity insurance policies using MS Office and internal systems supporting rotational shifts while ensuring timely servicing clear communication and strong customer centric outcomes in English with emphasis on quality compliance and efficient policy lifecycle management.

Responsibilities

• Manage end to end policy servicing activities for life and annuity contracts ensuring accurate capturing of customer data and timely updates across all servicing stages in compliance with company policies and regulatory norms.
• Execute policy changes such as amendments endorsements cancellations and reinstatements using MS Office and core systems while maintaining high levels of precision and clear documentation to support audit readiness and operational transparency.
• Coordinate and process incoming service requests from internal and external stakeholders by validating documentation resolving data discrepancies and ensuring that each request is completed within agreed turnaround timelines.
• Prepare structured policy servicing reports and trackers using MS Office including spreadsheets and presentations that highlight work volumes status aging and quality indicators to enable effective decision making by managers.
• Support rotational shift operations by managing daily workloads prioritizing urgent servicing requests and ensuring consistent handover communication so that service continuity and customer satisfaction are maintained across all shifts.
• Communicate clearly in English through written correspondence and verbal interactions with internal teams to clarify policy servicing requirements share status updates and minimize misunderstandings that could impact processing quality.
• Adhere to standard operating procedures risk controls and compliance guidelines in all policy servicing tasks by following documented workflows conducting required checks and escalating exceptions in a timely structured manner.
• Contribute to continuous improvement initiatives by identifying recurring servicing issues suggesting practical process enhancements and participating in knowledge sharing sessions that strengthen team capability and service efficiency.
• Collaborate with cross functional teams such as underwriting claims and finance to resolve policy level queries reconcile premium and benefit information and ensure that policy records remain consistent and up to date across systems.
• Utilize MS Office tools to manage templates letters and communication formats ensuring that all outgoing policy related communication is accurate contextually appropriate and aligned with branding and regulatory communication standards.
• Maintain high quality standards by performing self reviews monitoring error trends and actively engaging in feedback discussions to reduce rework and improve first time right performance in policy servicing activities.
• Support hybrid work expectations by effectively organizing tasks in both office and remote environments maintaining data confidentiality and meeting productivity targets regardless of work location.
• Respond to operational incidents or escalations related to policy servicing by investigating root causes documenting findings and implementing corrective actions that help protect company reputation and enhance customer trust.

Qualifications

• Demonstrate hands on experience using MS Office applications including word processing spreadsheets and presentations to manage policy data documentation and reporting with strong focus on accuracy and structured formatting.
• Apply knowledge of life and annuities insurance concepts when interpreting policy terms benefit structures and servicing requirements enabling more informed decision making and smoother coordination with specialist teams.
• Display clear English communication skills in reading writing and speaking to understand policy documents draft precise servicing responses and engage effectively with team members and business stakeholders.
• Show ability to work within rotational shifts and hybrid work arrangements by effectively managing time adapting to changing schedules and sustaining consistent performance across different working conditions.
• Exhibit strong attention to detail and analytical thinking when reviewing customer information policy values and servicing instructions helping to identify inconsistencies and prevent operational errors.
• Utilize problem solving skills and collaborative mindset to address servicing challenges support process improvements and contribute to a reliable customer experience that aligns with organizational goals and societal trust in insurance services.

Certifications Required

Preferred certifications include MS Office Specialist or equivalent productivity tools certification and any basic insurance domain certification aligned to life and annuity products.

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 
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista. 

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. 

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.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.