Customer Service Representative

Job Summary

This role focuses on delivering accurate and timely policy servicing for life and annuities insurance products using MS Office tools in a structured office environment. The specialist will manage end to end servicing requests ensure compliance with internal standards and regulations and support high quality customer outcomes. The position requires two to four years of experience in policy operations strong insurance domain understanding and meticulous documentation skills.

Responsibilities

• Handle day to day policy servicing transactions for life and annuities insurance products by validating requests updating records and ensuring accuracy in all servicing activities using MS Office tools
• Process policy changes such as beneficiary updates address modifications coverage adjustments and payment frequency changes while adhering to internal guidelines and regulatory requirements
• Review source documents and digital inputs for completeness and consistency and resolve data discrepancies through careful analysis and follow up with relevant stakeholders
• Maintain detailed servicing logs and operational trackers in MS Office to support audit readiness and enable clear traceability of all actions performed on customer policies
• Coordinate with internal customer support and operations teams to clarify servicing queries and provide precise information that supports quick resolution and consistent service quality
• Analyze recurring servicing issues and provide structured feedback to process owners to help refine workflows improve templates and enhance overall operational efficiency
• Prepare standard reports and summaries on policy servicing volumes error trends and turnaround times using MS Office to support performance monitoring and management reviews
• Ensure strict compliance with company policies industry regulations and data privacy guidelines while handling sensitive life and annuities insurance information
• Respond to internal escalations related to policy servicing by investigating root cause documenting findings and implementing corrective actions that prevent repeat issues
• Support testing and validation of any changes in servicing procedures or documentation formats by executing sample transactions and recording observations in a clear and organized manner
• Follow defined day shift schedules in the office work model and collaborate with team members to ensure consistent coverage and timely processing of servicing backlogs
• Contribute to continuous improvement by suggesting practical enhancements to checklists templates and work instructions grounded in daily hands on experience with life and annuities processing
• Uphold high standards of accuracy and customer centricity in every servicing task to strengthen trust in the companys insurance offerings and positively impact financial security for policyholders

Qualifications

• Possess two to four years of experience in policy servicing or operations within the life and annuities insurance domain with demonstrable exposure to end to end servicing tasks
• Demonstrate strong proficiency in MS Office including spreadsheets word processing and presentation tools to manage policy data reports and operational documentation
• Apply sound understanding of life insurance and annuity product concepts such as premiums benefits riders and surrender values to interpret servicing requests correctly
• Utilize clear written and verbal communication skills to document case details collaborate with internal teams and explain servicing outcomes in a straightforward manner
• Exhibit high attention to detail and strong numerical aptitude to validate policy information payments and calculations while minimizing servicing errors
• Adapt to defined office based day shift work patterns and remain flexible in handling varying servicing volumes and time sensitive tasks within standard working hours
• Show problem solving capability in identifying data issues or process gaps and proposing practical adjustments that enhance accuracy and turnaround time in servicing workflows