Customer Service Representative

Cognizant; Bijnor; Hybrid; INR 500,000 - 800,000; Full time

Job summary

Cognizant Technology Solutions Corporation is seeking a specialist in policy servicing for life and annuities. The role covers end-to-end servicing activities, documentation, and stakeholder communication using MS Office tools, with emphasis on regulatory alignment and timely issue resolution.

The candidate will handle endorsements, changes, reinstatements, and servicing requests across rotational shifts, ensuring accuracy and compliance.

Qualifications

• 2–5 years in customer service or insurance operations.
• Proficient in MS Office (spreadsheets, documents, presentations).
• Experience with life and annuities domain preferred.
• Strong English reading, writing and speaking skills.
• Ability to work in rotational shifts and hybrid work.
• Understanding of regulatory and compliance considerations in insurance servicing.

Responsibilities

• Manage daily policy servicing for life and annuity products, including endorsements, changes, and cancellations.
• Review policy documents to validate data integrity and initiate corrective actions.
• Coordinate with internal teams and external stakeholders to resolve complex issues.
• Prepare reports and dashboards summarizing volumes, times, trends for management.
• Analyze workflows to propose process improvements reducing errors.
• Collaborate with operations, quality, and compliance to ensure audit readiness.
• Maintain organized servicing records and documentation repositories.
• Document procedures and knowledge aids for new staff and shift coverage.
• Monitor SLAs and KPIs for servicing tasks and escalate risks.
• Conduct root-cause analysis and drive corrective actions.
• Plan workload across office and remote settings per hybrid work expectations.
• Provide accurate policy responses aligning with guidelines benefiting policyholders.
• Support audits with evidence of controls and compliance.

Skills

Customer service experience

MS Office proficiency

Policy servicing knowledge

English communication

Shift adaptability

Regulatory awareness

Tools

MS Office

Job description

Job Summary

Serve as a specialist in policy servicing for life and annuities managing end to end servicing activities documentation and stakeholder communication using MS Office tools. Apply detailed analysis and process discipline to ensure accurate policy updates timely resolution of servicing queries and strong alignment with regulatory and company standards while supporting rotational shift coverage.

Responsibilities

• Manage daily policy servicing activities for life and annuity products ensuring timely handling of endorsements changes reinstatements cancellations and other servicing requests while maintaining high accuracy and compliance standards.
• Perform detailed review of policy documents and relevant records using MS Office applications to validate data integrity identify discrepancies and initiate corrective actions that support operational efficiency.
• Coordinate with internal servicing teams and external stakeholders through clear written and verbal communication in English to resolve complex policy issues and deliver consistent customer centric outcomes.
• Utilize advanced MS Office skills to prepare structured reports trackers and dashboards that summarize servicing volumes processing times error trends and outstanding items for management review.
• Analyze servicing workflows and recurring issues to recommend process enhancements that reduce manual effort minimize error rates and support standardized practices across rotational shifts.
• Collaborate with cross functional teams such as operations quality and compliance to ensure servicing activities adhere to organizational policies regulatory expectations and audit readiness requirements.
• Maintain detailed and organized servicing records correspondence logs and documentation repositories using MS Office tools to support transparent traceability and quick retrieval during reviews.
• Support knowledge sharing by documenting servicing procedures job aids and reference materials that help new team members and rotational shift staff perform tasks consistently and effectively.
• Monitor defined service level agreements and performance metrics for policy servicing tasks escalating risks promptly and contributing to actions that improve turnaround time and customer satisfaction.
• Engage in root cause analysis for servicing errors or delays capturing findings in structured formats and partnering with relevant teams to implement sustainable corrective measures.
• Adhere to hybrid work expectations by effectively planning workload across office and remote settings ensuring uninterrupted support for rotational shifts and adherence to scheduled coverage windows.
• Apply strong attention to detail and problem solving skills to assess servicing queries interpret policy provisions and provide accurate responses that align with company guidelines and benefit policyholders and society.
• Support operational readiness for audits and reviews by providing well organized servicing records detailed explanations of processes and evidence of adherence to controls and compliance practices.

Qualifications

• Apply proven experience of two to five years in customer service through voice channels, policy servicing or insurance operations to manage complex tasks with minimal supervision and consistent adherence to quality expectations.
• Use proficient MS Office capabilities including spreadsheets documents and presentations to analyze data create process artifacts and communicate servicing outcomes in a clear and structured manner.
• Leverage exposure to life and annuities insurance domain when available to interpret product features policy conditions and servicing requirements in a way that supports accurate and empathetic customer outcomes.
• Demonstrate strong English reading writing and speaking skills to engage professionally with colleagues stakeholders and documentation while ensuring clarity in every interaction.
• Show adaptability to rotational shift patterns and hybrid work arrangements by managing time effectively maintaining productivity and supporting continuous operations for global stakeholders.
• Exhibit understanding of basic regulatory and compliance considerations in insurance servicing using this awareness to follow procedures that protect customers the company and societal trust in financial services.