PE-Policy Servicing

Cognizant; Quezon City; On-site; PHP 240,000 - 420,000; Full time

Job summary

Cognizant is seeking a policy servicing support specialist to provide end-to-end servicing for life and annuities customers in a work-from-office night shift setting.

You will handle customer service requests, review documents, and ensure timely resolution while maintaining high quality standards for international clients. Strong English communication and attention to detail are essential.

Qualifications

• Foundational customer service practices and active listening skills.
• 1–2 years of experience in customer service or back-office support.
• Strong English reading, writing and speaking.
• Familiarity with life and annuities concepts (beneficiary details, premiums).
• Data entry across multiple systems with accuracy.
• Attention to detail and numerical reasoning; work with minimal supervision.
• Willingness to work permanent night shifts from office.

Responsibilities

• Process end-to-end policy servicing requests with high accuracy.
• Respond to inquiries using clear policy information and courtesy.
• Validate documents before initiating servicing actions.
• Coordinate with operations to ensure timely closures.
• Enter interactions and transactions into policy systems.
• Monitor open service requests and ensure turnaround times.
• Follow SLAs and quality standards to maintain productivity.
• Identify recurring issues for process improvement.
• Participate in trainings to stay updated on policy rules.
• Communicate clearly in English to global audiences at night.

Skills

Active listening

Questioning

Problem solving

English communication

Attention to detail

Numerical reasoning

Night shift readiness

Tools

Policy administration systems

Job description

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