Customer Service Representative

Cognizant; Bijnor; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Cognizant India is seeking a Policy Servicing Specialist to handle end-to-end administrative activities for life and annuity policies using MS Office tools, ensuring accuracy and service quality. You will work in rotational shifts within a hybrid model, coordinate with underwriting, claims and customer service to resolve discrepancies, and prepare reports for stakeholder review.

This role emphasizes data integrity, regulatory compliance, and proactive process improvements to enhance customer

Qualifications

• Hands-on experience in customer service, including inbound calls.
• Proficient in MS Office (Excel, Word, PowerPoint) for data entry, reporting and docs.
• Strong data organization and analysis using MS Office features.
• Effective written and spoken English communication across shifts.
• Willingness to work in rotational shifts in a hybrid model.
• Customer-focused with emphasis on accuracy and timeliness.
• Good problem-solving and attention to detail to resolve policy information.

Responsibilities

• Process incoming policy servicing requests for life and annuities with accuracy.
• Update and maintain policy records using MS Office ensuring audit-ready data.
• Prepare and validate policy documents and summaries in MS Office.
• Coordinate with underwriting, claims and customer service to resolve discrepancies.
• Respond to internal queries on policy status and coverage details.
• Monitor work queues and SLAs in rotation shifts.
• Identify recurring issues and propose improvements to policy servicing.
• Support daily/weekly operational reports highlighting volumes and risks.
• Review policy documents from upstream teams for completeness and follow up.
• Adhere to compliance, data privacy, and information security requirements.

Skills

Customer Service

MS Office

Data analysis

English communication

Rotational shifts

Problem solving

Tools

MS Office suite

Job description

Job Summary

This role focuses on policy servicing for life and annuities business handling end to end administrative activities using MS Office tools while maintaining high accuracy and service quality. The specialist supports rotational shift operations ensures timely resolution of policy requests and collaborates with internal stakeholders to improve customer outcomes and operational efficiency.

Responsibilities

• Process incoming policy servicing requests for life and annuities products with high attention to detail and accuracy ensuring that all updates comply with internal guidelines and regulatory requirements.
• Update and maintain policy records using MS Office applications ensuring that all data entries and document versions are consistent traceable and ready for audit review when needed.
• Prepare format and validate policy related documents and summaries in MS Office to support internal reviews customer communications and operational reporting.
• Coordinate with cross functional teams such as underwriting claims and customer service to resolve policy discrepancies and ensure timely completion of servicing activities.
• Respond to internal queries related to policy status coverage details and servicing actions by analyzing available data and providing clear and accurate updates.
• Monitor work queues and service level targets in rotational shifts prioritizing cases based on urgency and impact on customers and business commitments.
• Identify recurring issues or process gaps in policy servicing workflow and suggest practical improvements that enhance efficiency accuracy and customer satisfaction.
• Support preparation of daily or weekly operational reports using MS Office highlighting key volumes turnaround times and potential risks for stakeholder review.
• Review policy documentation received from upstream teams or customers for completeness and clarity and initiate follow ups when additional information is required.
• Adhere to all compliance data privacy and information security requirements while handling policy documents and customer data within the policy servicing process.

Qualifications

• Possess hands on experience in Customer Service, specifically taking inbound calls.
• Possess hands on experience with MS Office applications such as spreadsheets word processing and presentations using them extensively for data entry tracking reporting and documentation in a fast paced operations environment.
• Demonstrate strong proficiency in organizing and analyzing data using MS Office features such as formulas filters and charts to support decision making within policy servicing or similar back office processes.
• Apply effective written and spoken communication skills in English to interpret policy instructions document actions clearly and coordinate with internal stakeholders across different shifts.
• Show readiness to work in rotational shifts within a hybrid work model by managing time effectively maintaining productivity and ensuring smooth handovers between shift colleagues.
• Display strong customer orientation by focusing on accuracy timeliness and clarity in every servicing action thereby contributing to trust and satisfaction among policyholders and distribution partners.
• Utilize problem solving skills and attention to detail to identify inconsistencies in policy information correct errors proactively and escape complex cases through the defined governance channels.