On-site Customer Service Representative

Cognizant; Bijnor; On-site; INR 350,000 - 500,000; Full time

Job summary

Cognizant India is seeking a Policy Servicing Specialist to manage end-to-end life and annuities policy maintenance with a focus on accuracy and compliance. The role uses MS Office tools to manage data, documents, and reports, supporting rotational shift operations and delivering dependable service to stakeholders in English.

Responsibilities include processing amendments, endorsements, beneficiary updates, and data corrections, coordinating with internal teams to resolve discrepancies while

Qualifications

• 1+ year of customer service experience (voice or chat).
• Proficient in MS Office applications (Excel, Word, Outlook) with ability to handle data and templates.
• Understanding of insurance concepts, especially life and annuities, to interpret policy terms and benefits.
• Strong attention to detail to validate policy data and calculations and minimize errors.
• Clear written and spoken English to manage queries and document case notes.
• Willingness to work in rotational shifts and on-site/hybrid environment.
• Openness to learn new tools and processes to improve service delivery and protect customers' coverage.

Responsibilities

• Manage daily policy servicing requests including amendments, endorsements, beneficiary updates, and data corrections.
• Process customer and intermediary requests using standard workflows and MS Office trackers to ensure timely, quality service.
• Review policy documentation to validate completeness before updates and maintain audit-ready records in core systems.
• Coordinate with internal teams (operations, underwriting, finance) to resolve discrepancies and align policy status.
• Prepare structured reports in MS Excel and Word to summarize volumes, trends and productivity metrics.
• Handle service requests in rotational shifts while meeting SLAs and maintaining coverage continuity.
• Follow procedures and regulatory guidelines to minimize operational risk and maintain compliance.
• Respond to stakeholders in professional English to ensure clear communication and trust in servicing outcomes.
• Identify recurring data/document issues and share insights for process improvements.
• Contribute to knowledge base with practical tips and scenarios to aid colleagues.

Skills

MS Office proficiency

English communication

Attention to detail

Customer service experience

Tools

MS Office suite

Excel

Word

Outlook

Job description

Job Summary

Serve as a policy servicing specialist handling end to end life and annuities policy maintenance activities with strong focus on accuracy compliance and timely processing. Utilize MS Office tools to manage data documents and reports while supporting rotational shift operations and delivering dependable service to stakeholders in English.

Responsibilities

• Manage daily policy servicing requests such as policy amendments endorsements beneficiary updates and data corrections to ensure accurate and up to date records maintained in core systems
• Process incoming customer and intermediary requests using standardized workflows and MS Office based trackers to achieve consistent turnaround times and service quality targets
• Review policy documentation and supporting evidence carefully to validate completeness and correctness before executing any policy level changes or updates -Update internal systems and logs with clear concise and error free information to maintain reliable audit trails and facilitate smooth downstream processing
• Coordinate with internal operations underwriting and finance teams through email and collaboration tools to resolve discrepancies and ensure policy status alignment
• Prepare structured reports using MS Excel and MS Word to summarize volumes error trends and productivity metrics that support continuous improvement initiatives
• Handle service requests in rotational shifts while adhering to defined schedules and service level commitments to support uninterrupted policy servicing coverage
• Follow documented procedures checklists and regulatory guidelines diligently to reduce operational risk and maintain compliance with internal governance standards
• Respond to stakeholder queries in clear professional English both written and spoken to promote transparent communication and build trust in servicing outcomes
• Identify recurring issues in policy data or documentation and share observations with supervisors so that process enhancements and preventive controls can be introduced
• Contribute to knowledge repository updates by documenting practical tips clarifications and scenario based learnings that help colleagues handle similar cases more efficiently
• Assist in user acceptance testing and validation of system enhancements by executing defined test cases and documenting results in MS Office based templates
• Support team goals by sharing workload during peak periods participating in cross training activities and aligning daily work with company objectives focused on financial protection for customers

Qualifications

• Posses 1+ of Customer Service Experience through Voice (Inbound/Outbound) communication channels.
• Demonstrate solid proficiency in MS Office applications including Excel Word and Outlook with ability to handle large data sets templates and formatted reports for policy servicing tasks
• Apply foundational understanding of insurance concepts preferably in life and annuities to interpret policy terms riders premiums and benefits while processing servicing requests
• Exhibit strong attention to detail and numerical accuracy when validating customer information policy data and transaction calculations in order to minimize rework and errors
• Communicate effectively in English through clear writing speaking and active listening to manage queries document case notes and collaborate with colleagues in a hybrid work environment
• Adapt to rotational shift schedules and on-site working arrangements while maintaining consistent productivity discipline and accountability for assigned tasks
• Show willingness to learn new tools processes and domain knowledge through on the job training and feedback so that overall team capability and service delivery continue to improve -Maintain a customer centric mindset by prioritizing timely completion of policy servicing activities that help individuals and families receive uninterrupted coverage and financial security