PE-Policy Servicing

Cognizant; Muntinlupa; Presencial; PHP 300 000 - 420 000; Tempo integral

Resumo da oferta

Cognizant Philippines is seeking a policy servicing specialist to support life and annuity customers in a work-from-office night-shift environment. You will handle customer service requests, maintain policy records, and ensure timely resolution for international clients, with a strong emphasis on English communication and high-quality service.

The role involves end-to-end servicing, data entry, compliance with SLAs, collaboration with internal teams, and ongoing trainings to stay current with

Qualificações

• Foundational customer service skills with active listening and problem solving.
• 1–2 years experience in customer service or back-office support.
• Strong English reading, writing, and speaking skills.
• Familiarity with life and annuities concepts (beneficiaries, premiums, policy values).
• Comfort using policy administration or customer service tools and multiple systems.
• Attention to detail and numeric reasoning for data validation.
• Willingness to work permanent night shifts from office.

Responsabilidades

• Handle end-to-end policy servicing requests for life and annuities.
• Respond to customer inquiries with clear policy information.
• Review policy documents for completeness before servicing actions.
• Coordinate with internal teams to close requests and address complaints.
• Update policy systems with each customer interaction.
• Monitor open service requests and ensure timely closures.
• Meet SLAs and quality standards in productivity and accuracy.
• Follow documented procedures to reduce operational risk.
• Identify recurring issues and suggest improvements.
• Participate in trainings to stay updated on policies and guidelines.
• Communicate clearly in English for global audiences in night shift.
• Work in a structured WFO environment with rotational or fixed night schedules.
• Contribute to protecting customers' financial well-being through policy actions.

Conhecimentos

Active listening

Problem solving

Customer service

English communication

Data accuracy

Numeric reasoning

Night shift readiness

Ferramentas

Policy administration systems

Descrição da oferta de emprego

Job Summary

This role involves providing policy servicing support for life and annuities insurance customers in a work from office night shift environment. The professional will handle customer service requests maintain accurate policy records and ensure timely resolution of inquiries for international clients. The position requires strong communication skills in English and a focus on high quality service delivery.

Job Summary

This role involves providing policy servicing support for life and annuities insurance customers in a work from office night shift environment. The professional will handle customer service requests maintain accurate policy records and ensure timely resolution of inquiries for international clients. The position requires strong communication skills in English and a focus on high quality service delivery.

Responsibilities

• Handle end to end policy servicing requests for life and annuities customers by processing changes and updates with high accuracy and within defined timelines
• Respond to customer inquiries via approved communication channels by providing clear policy information and resolving issues in a courteous and efficient manner
• Review policy documents and transaction requests by validating completeness and correctness before initiating any servicing actions
• Coordinate with internal operations and support teams by sharing clear case details to ensure timely closure of customer requests and complaints
• Update policy administration systems by capturing every customer interaction and transaction in a structured and compliant manner
• Monitor open service requests by tracking progress and following up proactively to ensure closure within agreed turnaround time
• Adhere to defined service level agreements and quality standards by consistently meeting productivity accuracy and responsiveness targets
• Follow documented procedures and standard operating guidelines by applying them carefully to all servicing activities to reduce operational risk
• Identify recurring customer issues or process gaps by documenting observations and sharing them with supervisors for continuous improvement
• Maintain up to date knowledge of policy servicing rules product features and company guidelines by participating in regular trainings and self learning activities
• Communicate clearly and empathetically with customers in English by using easy to understand language suited to global audiences in a night shift setting
• Work effectively in a structured work from office environment by adapting to rotational or fixed night schedules while maintaining performance and focus
• Contribute to the company purpose of protecting financial well being by ensuring every policy service action supports long term security for customers and communities

Qualifications

• Possess a foundational understanding of customer service practices by applying active listening questioning and problem solving skills to every interaction
• Have practical experience in handling customer queries or back office support within one to two years of professional exposure in a service environment
• Demonstrate strong English communication skills in reading writing and speaking by conveying information accurately and documenting interactions thoroughly
• Bring familiarity with life and annuities insurance concepts by understanding beneficiary details premium schedules and policy values even if experience is limited
• Show comfort with policy administration or customer service tools by entering data accurately and navigating multiple systems during live customer interactions
• Display strong attention to detail and numeric reasoning by validating policy data payments and computations without relying heavily on supervision
• Exhibit readiness to work permanent night shifts from the office by maintaining punctuality resilience and consistent service quality across all working days

Certifications Required

Preferred certification in customer service such as Certified Customer Service Professional or any equivalent insurance customer service credential