Customer Service Team leader - Heredia CR

Cognizant; Bijnor; Hybrid; INR 520,000 - 780,000; Full time

Job summary

Cognizant is seeking a policy servicing specialist for life and annuities in a hybrid role in India. You will handle policy records, endorsements, renewals, and complex transactions with accuracy, using MS Office and clear English communication.

The role emphasizes compliance, data quality, cross-functional collaboration, and timely servicing within rotational shifts.

Qualifications

• 6–8 years of professional experience in policy servicing or operations.
• Strong command of MS Office including Word, Excel, and PowerPoint.
• Excellent English reading, writing, and speaking skills.
• Experience with life and annuities insurance products is favorable.
• Analytical and problem-solving abilities to reduce errors and rework.
• Ability to adapt to rotational shifts and hybrid work arrangements.
• Commitment to quality, compliance, and customer-centric outcomes.

Responsibilities

• Manage end-to-end policy servicing requests for life and annuities with accurate updates to policy records.
• Handle endorsements, renewals, cancellations, and reinstatements with precise documentation.
• Analyze service requests to identify missing information, inconsistencies, and risks before processing changes.
• Collaborate with underwriting, operations, and customer service to resolve issues and streamline workflows.
• Maintain tracking of work items using MS Office tools and ensure timely closure and reporting.
• Prepare clear policy-related communications templates and standard responses.

Skills

Analytical thinking

Problem solving

English communication

Adaptability

Tools

MS Office

Job description

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 : 3 - 4 years

Required Skills :

Domain Skills:Life and Annuities Insurance.

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

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

CR Heredia HE-AFZ Edificio-Cognizant