Customer Service Representative

Job Summary

This role supports policy servicing for life and annuities products within a hybrid work model ensuring accurate processing documentation and customer centric service for global operations. The specialist uses MS Office tools to manage data update records and prepare reports while adhering to regulatory and company standards. The work includes rotational shifts and focuses on consistent service quality and operational efficiency.

Responsibilities

• Handle end to end policy servicing activities including policy creation maintenance endorsements and terminations with consistent attention to procedural accuracy and regulatory compliance.
• Process customer and intermediary service requests for life and annuities policies by validating completeness resolving data gaps and updating core systems with precise information.
• Review policy documents policy values and coverage details using MS Office tools to identify discrepancies and initiate timely corrections to prevent downstream issues.
• Prepare clear and well structured reports in spreadsheets and text documents to summarize daily production volumes quality trends and exception cases for review by stakeholders.
• Monitor work queues for assigned policy servicing tasks prioritize items based on defined service levels and complete actions within agreed timelines to support operational stability.
• Coordinate with internal operations quality and technology teams through virtual channels to clarify process questions resolve system issues and streamline handoffs across functions.
• Respond to internal inquiries in English language through email and voice interactions by providing accurate policy information and documented resolutions to support consistent service.
• Maintain detailed processing logs checklists and reference trackers in MS Office applications to ensure traceability audit readiness and continuous process improvement.
• Follow established standard operating procedures and control checklists to minimize operational risk identify process gaps and suggest enhancements for better efficiency.
• Validate input data for new business changes and renewals by cross referencing source documents and system records to reduce rework and maintain data integrity.
• Support testing of minor system or process changes by executing predefined test scenarios documenting results and sharing observations that help stabilize production performance.
• Adhere to rotational shift schedules and hybrid work expectations by managing time effectively communicating availability and ensuring reliable coverage for business operations.
• Contribute to team knowledge repositories by documenting practical tips recurring issues and resolutions in clear MS Office based templates that help colleagues perform policy servicing tasks.

Qualifications

• Demonstrate strong proficiency in MS Office applications with the ability to use spreadsheets text documents and presentations for data analysis reporting and documentation in policy servicing.
• Apply foundational knowledge of life and annuities insurance concepts such as premium calculations policy values and beneficiary updates to interpret servicing requests accurately.
• Exhibit effective written and spoken English communication skills to comprehend policy documentation draft clear responses and participate in virtual discussions with diverse stakeholders.
• Show proven experience of at least one year in operations back office or policy administration environments with exposure to structured processes and service level expectations.
• Utilize analytical thinking and problem solving skills to investigate data mismatches transaction errors and process exceptions and to propose practical resolutions.
• Demonstrate adaptability to rotational shifts hybrid work arrangements and evolving procedures while maintaining consistency in service quality and productivity.
• Display attention to detail and customer focus by ensuring that every policy update or transaction supports accurate coverage timely service and long term trust in the organization.

Certifications Required

Preferred certifications include MS Office Specialist or equivalent productivity tool certification relevant to policy administration or insurance operations.