Customer Service Representative

Cognizant; Bijnor; Hybrid; INR 400,000 - 600,000; Full time

Job summary

Cognizant is seeking a policy servicing specialist focused on end-to-end policy maintenance for life and annuities. The role emphasizes accurate data handling, cross-functional collaboration, and efficient use of MS Office tools in a hybrid work setup.

The incumbent will manage documentation, perform data checks, and support audit-ready records while maintaining clear English communication with customers and internal teams.

Qualifications

• 1+ year of customer service experience via phone (inbound/outbound).
• Proficiency in office productivity tools including word processing spreadsheets and presentations with high accuracy.
• 3-5 years of policy servicing or similar operations with consistent performance in meeting timelines and quality standards.
• Foundational understanding of life and annuities insurance concepts to interpret policy details and servicing rules.
• Clear communication in English to support precise documentation and coordination with internal teams.
• Adaptability to a hybrid work model and rotational shift environment.
• Attention to detail and systematic work habits to reduce errors and ensure data integrity.
• Basic analytical skills to interpret servicing metrics and suggest process improvements.

Responsibilities

• Manage end-to-end policy servicing activities by reviewing requests and executing updates for accurate policy maintenance.
• Verify policy data and documentation using office tools to minimize errors and maintain audit-ready records.
• Coordinate with operations and customer support to resolve servicing issues and ensure smooth handoffs across hybrid settings.
• Prepare policy servicing reports and trackers using spreadsheets and presentations for management review.
• Update and organize digital files and logs for endorsements, cancellations, reinstatements, and beneficiary updates.
• Collaborate with underwriting, claims, and finance teams to align servicing actions with decisions and billing requirements.
• Respond to internal queries by referencing guidelines and documenting resolutions for future reuse.
• Monitor work queues and prioritize tasks based on urgency and timelines to meet SLAs.

Skills

Customer service

Communication

Attention to detail

Data accuracy

Time management

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Job Summary

This role focuses on policy servicing for life and annuities insurance with strong use of office productivity tools. The specialist will handle end to end policy maintenance tasks documentation updates and data accuracy checks ensuring high quality customer outcomes. The role involves rotational shifts clear communication in English and collaboration with cross functional teams to support seamless policy administration workflows.

Responsibilities

• Manage end to end policy servicing activities by reviewing requests validating information and executing updates that ensure accurate and timely policy maintenance for customers and internal stakeholders.
• Perform detailed verification of policy data and documentation using office productivity tools to minimize processing errors and maintain reliable records that support audit readiness and regulatory compliance.
• Coordinate with operations and customer support teams to resolve policy servicing issues by clarifying requirements aligning actions and ensuring smooth handoffs across hybrid work settings.
• Prepare policy servicing reports and status trackers using spreadsheets and presentations to provide clear visibility of workloads turnaround times and quality trends for management review.
• Update and organize digital files and logs for policy changes such as endorsements cancellations reinstatements and beneficiary updates to support efficient retrieval and consistent servicing history.
• Apply structured problem solving to identify root causes of policy servicing discrepancies and recommend process improvements that enhance accuracy reduce rework and improve customer experiences.
• Respond to internal queries related to policy terms coverage details and servicing procedures by referencing standard guidelines and documenting resolutions for future reuse.
• Collaborate with underwriters claims teams and finance teams as needed to align policy servicing actions with underwriting decisions claims outcomes and billing requirements.
• Adhere to rotational shift schedules and hybrid work norms by maintaining reliable availability timely handoffs and effective remote communication using collaboration tools.
• Monitor work queues and prioritize policy servicing tasks based on urgency regulatory timelines and customer commitments to ensure consistent service level achievement.
• Review policy communications and standard templates in English for clarity and correctness to support transparent interactions with customers and internal partners.
• Support knowledge sharing within the policy servicing team by documenting procedures updating process guides and contributing insights from daily work activities.
• Follow company policies on data privacy and information security during all servicing activities to protect customer information and uphold organizational trust.

Qualifications

• 1+ of Customer Service experience through phone (inbound/outbound).
• Demonstrate strong proficiency in office productivity tools including word processing spreadsheets and presentations to manage policy data documentation and reporting with high accuracy.
• Show solid experience in policy servicing or similar operations roles across three to five years with consistent performance in meeting timelines and quality standards.
• Apply foundational understanding of life and annuities insurance concepts when available to interpret policy details servicing rules and product features more effectively.
• Communicate clearly in English through reading writing and speaking to support precise documentation issue resolution and coordination with internal teams.
• Adapt effectively to a hybrid work model and rotational shift environment by managing time staying organized and maintaining consistent productivity.
• Exhibit attention to detail and systematic work habits that help reduce errors improve data integrity and sustain confidence in policy servicing outcomes.
• Use basic analytical skills to interpret servicing metrics identify trends in errors or delays and contribute suggestions for process streamlining