Customer service -Team leader

Cognizant; Bijnor; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Cognizant seeks a TL-Policy Servicing to handle end-to-end policy servicing for life and annuities in a hybrid work model, requiring strong MS Office skills and clear English communication. You will maintain policy records, ensure accuracy, and support regulatory compliance across a global environment.

The role emphasizes collaboration with underwriting, operations and customer service to resolve servicing issues, manage endorsements, renewals and reinstatements, and deliver timely, accurate

Qualifications

• 6–8 years of professional experience in policy servicing or operations within insurance/financial services.
• Strong command of MS Office (word, Excel, PowerPoint) used for data reporting and documentation.
• Clear, professional English language reading, writing and speaking for policy exchanges and stakeholder communication.
• Experience with life and annuities products is preferred to interpret policy terms and servicing rules.
• Ability to work in rotational shifts and a hybrid work environment with adherence to SOPs and regulatory requirements.

Responsibilities

• Manage end-to-end policy servicing requests for life and annuities, updating policy records accurately and ensuring alignment with guidelines and regulatory standards.
• Handle complex policy transactions such as endorsements, renewals, cancellations, and reinstatements with precise MS Office-based documentation.
• Analyze incoming service requests to identify missing information, inconsistencies, and potential risks before processing changes.
• Collaborate with underwriting, operations, and customer service to resolve servicing issues and streamline workflows.
• Maintain detailed tracking of work items using spreadsheets and productivity tools to ensure timely closure and transparent reporting.
• Prepare clear policy-related communications and templates to support consistent customer interactions.
• Monitor servicing queues during shifts and prioritize work based on SLAs to minimize backlogs.
• Conduct quality checks on servicing transactions to identify errors and improvement opportunities and provide feedback.
• Perform data analysis using spreadsheet functions to generate reports on volumes, turnaround times and error rates.
• Document procedural updates and best practices in shared repositories for knowledge retention and onboarding.
• Support hybrid work by following remote and office-based procedures ensuring data security and policy compliance.
• Engage in upskilling on policy servicing systems and regulatory changes to keep outputs accurate.

Skills

MS Office

English communication

Policy servicing

Tools

Custom Service

Job description

Job Title

TL-Policy Servicing

Job Summary

This role focuses on policy servicing for life and annuities insurance within a hybrid work model requiring strong proficiency in MS Office and clear communication in English. The candidate will handle complex policy transactions maintain high data accuracy and support rotational shifts without travel. Their work will enhance customer experience operational efficiency and regulatory compliance across a global environment.

Experience

6 - 8 years

Required Skills

Technical Skills: MS Office Domain Skills:

Nice to have skills

Domain Skills:Life and Annuities Insurance

Technology

Custom Service

Shift

Rotational

Responsibilities

• Manage end to end policy servicing requests for life and annuities products by accurately updating policy records and ensuring all actions align with internal guidelines and regulatory standards
• Handle complex policy transactions such as endorsements renewals cancellations and reinstatements while maintaining precise documentation in MS Office based tools
• Analyze incoming service requests and supporting documents to identify missing information inconsistencies and potential risks before processing policy changes
• Collaborate with cross functional teams including underwriting operations and customer service to resolve policy servicing issues and streamline processing workflows
• Maintain detailed tracking of work items using spreadsheets and productivity tools in MS Office to ensure timely closure of tasks and transparent reporting of work status
• Prepare clear and concise policy related communication templates and standard responses using word processing and presentation tools to support consistent customer interactions
• Monitor daily and weekly servicing queues during rotational shifts and prioritize work based on defined service level agreements to minimize backlogs and delays
• Conduct quality checks on completed servicing transactions to identify errors trends and improvement opportunities and share feedback with relevant stakeholders
• Perform data analysis using spreadsheet functions to generate simple reports on servicing volumes turnaround times and error rates supporting performance reviews and planning
• Document procedural updates and best practices in shared repositories to support knowledge retention onboarding and continuous improvement in servicing processes
• Support hybrid work by adhering to remote and office based operating procedures ensuring data security confidentiality and compliance with company policies
• Engage in continuous upskilling on policy servicing systems product features and regulatory changes to keep work outcomes accurate and aligned with industry expectations
• Contribute to team goals by sharing insights on recurring servicing challenges and proposing practical process enhancements that improve customer satisfaction and operational resilience

Qualifications

• Bring between six and eight years of professional experience in policy servicing or operations with sustained exposure to insurance or financial services environments
• Demonstrate strong command of MS Office including word processing spreadsheets and presentations using these tools to manage data reporting documentation and stakeholder communication
• Apply clear English language skills in reading writing and speaking to interpret policy documents exchange information with colleagues and record servicing decisions with high clarity
• Offer experience or exposure to life and annuities insurance products considered favorable by using domain understanding to interpret policy terms riders benefits and servicing rules more effectively
• Use analytical and problem solving abilities to review policy data identify anomalies and recommend corrective actions that reduce errors and rework across servicing cycles
• Exhibit adaptability to rotational shifts and hybrid work arrangements ensuring consistent productivity and collaboration regardless of working location or time pattern
• Show commitment to quality compliance and customer centric outcomes by following standard operating procedures audit recommendations and regulatory expectations in every servicing activity

Job Location

Primary Location :CRHESANA02(BPCRI Heredia HE-AFZ Edificio-COG) Alternate Location :NA NA Alternate Location 1 :NA NA

Job Type

TL-Policy Servicing [65IO57]

Demand Requires Travel?

No

Certifications Required

Preferred certifications include insurance operations or financial services credentials such as AINS or equivalent MS Office productivity certifications.