SME-Policy Servicing

Cognizant; Pune District; Hybrid; INR 1,004,000 - 1,674,000; Full time

Benefits offered by this job

Hybrid night shift

Job summary

Cognizant is seeking a policy servicing specialist to apply generative AI and office tools to streamline auto insurance workflows and enhance customer outcomes. This role supports a hybrid night shift model and collaborates with cross-functional teams to improve service quality.

You will analyze policy data, create actionable documentation, and develop guides that help teammates understand new servicing rules while ensuring compliance and audit-readiness.

Qualifications

• 4–6 years of policy servicing experience in insurance operations.
• Experience crafting prompts for document drafting and summarization.
• Proficiency with office productivity tools for reporting and training material creation.
• Understanding of auto insurance claims concepts: coverage types, loss scenarios, claim settlement.
• Strong written and verbal communication for cross-functional collaboration in night shifts.
• Adaptable to hybrid work with clear digital records.
• Analytical thinking with attention to detail to evaluate servicing scenarios.

Responsibilities

• Apply generative AI to analyze servicing requests and optimize actions.
• Design prompts for drafting documents and customer communications.
• Review policy data and tickets to identify process gaps and propose enhancements.
• Collaborate to translate policies into structured workflows with compliance.
• Create reports, trackers, and dashboards for night shift operations.
• Develop reference guides and knowledge artifacts for new servicing rules.
• Coordinate with technology teams to test AI tools and provide feedback.
• Investigate complex servicing cases and propose data-driven resolutions.
• Prepare evidence packs for quality and compliance.
• Share insights with regional SMEs to improve practices.
• Support handover between on-site and remote team members.
• Align daily activities with company purpose and timely resolutions.
• Apply insurance claims knowledge to interpret coverage and policy changes.

Skills

Policy servicing

Generative AI

Office tools

Insurance claims

Communication skills

Hybrid work

Analytical thinking

Tools

MS Excel

MS Word

MS PowerPoint

Job description

Job Summary

Serve as a subject matter expert for policy servicing by applying generative AI and office productivity tools to streamline operations enhance service quality and support a hybrid night shift model. Analyze policy data optimize documentation workflows and collaborate with cross functional teams to improve customer outcomes within auto insurance claims.

Responsibilities

• Apply generative AI techniques to analyze policy servicing requests and recommend optimized actions that reduce handling time and improve service accuracy
• Design prompt strategies that enable efficient creation of clear policy documents endorsements and customer communication tailored to complex servicing scenarios
• Review policy data transaction histories and service tickets to identify patterns that indicate process gaps and propose targeted enhancements to operations
• Collaborate with operations teams to translate servicing policies into structured workflows that can be partially automated while preserving compliance and audit readiness
• Use office productivity tools to create detailed reports trackers and dashboards that summarize servicing performance for internal stakeholders working in a night shift model
• Develop step by step reference guides and knowledge artifacts that help team members understand new servicing rules regulatory updates and AI assisted procedures
• Coordinate with technology teams to test AI enabled tools provide user feedback and validate outputs against business rules and policy servicing guidelines
• Investigate complex servicing cases document findings and recommend data driven resolutions that support fair outcomes for policyholders and the organization
• Assist quality and compliance partners by preparing evidence packs summaries and structured documentation that demonstrate adherence to company standards
• Engage with peer subject matter experts across regions to share insights compare servicing practices and adopt proven approaches that improve customer satisfaction
• Support hybrid work arrangements by maintaining organized digital documentation that allows seamless handover between on site and remote team members
• Align daily servicing activities with the company purpose by prioritizing transparent communication fair treatment and timely resolution of customer requests
• Apply knowledge of auto insurance claims when available to interpret coverage details link claim outcomes to policy changes and ensure servicing decisions are consistent

Qualifications

• Possess four to six years of experience in policy servicing or closely related insurance operations with consistent exposure to complex customer or intermediary requests
• Demonstrate strong hands on expertise in generative AI tools and platforms including experience crafting effective prompts for document drafting analysis and summarization
• Exhibit advanced proficiency in office productivity tools for creating spreadsheets presentations and documents that support reporting analysis and training material creation
• Show understanding of auto insurance claims concepts such as coverage types loss scenarios and claim settlement principles to inform policy servicing decisions when needed
• Communicate clearly in written and spoken form to explain servicing decisions document case histories and collaborate effectively with cross functional partners in night shifts
• Adapt effectively to hybrid work conditions by managing time independently using collaboration tools responsibly and maintaining clear digital records
• Display strong analytical thinking attention to detail and problem solving ability to evaluate servicing scenarios interpret policy wording and recommend accurate outcomes

Certifications Required

Preferred certifications in insurance operations or AI such as a general insurance certification or a generative AI professional credential