Customer Service Representative

1. Job Title : SPE-Policy Servicing 2. Job Summary : This hybrid role focuses on end to end policy servicing activities for life and annuities insurance products while leveraging MS Office for documentation analysis reporting and communication. The specialist will support rotational shifts to maintain accurate policy records resolve customer servicing requests and align with regulatory and internal quality standards while collaborating with cross functional teams in an international MNC setup. 3. Experience : 3 - 5 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 : -Manage daily policy servicing requests for life and annuities products ensuring accurate updates to policy records and timely resolution in line with internal service standards and regulatory guidelines -Execute policy changes such as endorsements reinstatements cancellations and beneficiary updates while maintaining detailed documentation using MS Office tools to support audit and compliance needs -Prepare clear and structured policy service summaries in MS Word and MS Excel to track case history status and outcomes enabling transparent communication with internal stakeholders -Use MS Excel to analyze servicing volumes turnaround times and error trends to support continuous improvement in operational performance and quality metrics -Maintain precise electronic records of policy servicing interactions in line with company data management practices supporting reliable reporting and future reference -Collaborate with underwriting claims and customer support teams to clarify policy details and resolve servicing issues in a manner that enhances customer satisfaction and operational efficiency -Review incoming servicing requests and source documents for completeness consistency and accuracy and proactively seek clarification to prevent processing errors and rework -Adhere to rotational shift schedules to provide consistent coverage across servicing hours while managing workload priorities to meet agreed service levels -Contribute to process refinement by suggesting practical improvements in templates checklists and workflows that simplify policy servicing and reduce manual effort for the team -Support internal audits and quality reviews by providing well organized MS Office based reports and evidence that demonstrate compliance with policy servicing procedures -Communicate clearly in English through written emails and spoken interactions to explain policy servicing actions and requirements to colleagues and stakeholders in a professional and concise manner -Align day to day servicing activities with the company mission of building trust in insurance solutions thereby helping individuals and communities secure financial protection and long term stability -Participate in training sessions and knowledge sharing forums to strengthen understanding of life and annuities insurance concepts and refine MS Office skills for better servicing outcomes -Qualifications -Demonstrate strong proficiency in MS Office including Word Excel and PowerPoint to manage documentation perform data analysis and create reports that support effective policy servicing -Bring hands on experience of three to five years in policy servicing operations or similar back office functions within insurance or financial services with a focus on accuracy and timeliness in processing -Apply working knowledge of life and annuities insurance concepts when available to interpret policy terms riders and servicing rules in a way that supports correct and efficient processing -Show the ability to understand and follow standard operating procedures and compliance requirements while remaining attentive to detail when handling sensitive policyholder information -Exhibit clear communication skills in English for reading writing and speaking enabling confident collaboration with teams and precise documentation of servicing actions -Demonstrate comfort with a hybrid work model using digital collaboration tools for remote and office based work while maintaining productivity and adherence to shift requirements -Display adaptability to rotational shifts and changing servicing volumes managing time effectively to maintain service levels and support the reliability of the policy servicing function 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 certification in MS Office Specialist or equivalent productivity tools training