Customer Service Representative – Policy Servicing

About the role

We are looking for a Customer Service Representative to act as a policy servicing specialist, handling end‑to‑end life and annuities policy maintenance. The role focuses on accuracy, compliance and timely processing while supporting rotational shift coverage.

Key responsibilities

• Process daily policy servicing requests such as amendments, endorsements, beneficiary updates and data corrections.
• Use standardized workflows and MS Office trackers to meet turnaround‑time and quality targets.
• Validate policy documentation and supporting evidence before executing changes.
• Update internal systems and logs with clear, error‑free information to maintain audit trails.
• Coordinate with underwriting, finance and operations teams to resolve discrepancies.
• Prepare structured reports in Excel and Word summarising volumes, error trends and productivity metrics.
• Handle service requests during rotational shifts while adhering to service‑level commitments.
• Follow documented procedures, checklists and regulatory guidelines to reduce operational risk.
• Respond to stakeholder queries in professional English, both written and spoken.
• Identify recurring data issues and contribute to process improvements and knowledge‑base updates.
• Assist in user‑acceptance testing of system enhancements and support peak‑period workload.

Required profile

• At least 1 year of customer service experience using voice (inbound/outbound) channels.
• Solid proficiency with Microsoft Excel, Word and Outlook, handling large data sets and formatted reports.
• Basic understanding of insurance concepts, preferably life and annuities, to interpret policy terms, riders, premiums and benefits.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook