On-site Customer Service Representative

About the role

The On-site Customer Service Representative supports policy servicing operations for life and annuities insurance. Using Microsoft Office tools, the specialist processes policy changes, endorsements, and queries to ensure accuracy, timeliness, and high customer satisfaction.

Key responsibilities

• Process daily policy servicing requests for life and annuities products, updating records with Microsoft Office tools.
• Review policy data for completeness, identify discrepancies, and initiate corrections within defined turnaround times.
• Maintain detailed logs of policy changes, endorsements, cancellations, and reinstatements for audit and compliance.
• Coordinate with internal operations teams via email and collaboration tools to resolve policy questions.
• Analyze transaction patterns and recurring issues to propose improvements in templates, trackers, and workflows.
• Respond to internal stakeholder queries with clear, concise language.
• Update and maintain standardized reports, dashboards, and trackers in spreadsheets.
• Support testing of process enhancements and new templates, documenting test cases and results.
• Participate in rotational shifts to provide consistent coverage for global operations.
• Demonstrate strong attention to detail when reviewing financial values, dates, and customer information.

Required profile

• 1‑3 years of customer service experience, preferably in policy administration.
• Advanced proficiency with Microsoft Office (Excel, Word, PowerPoint) for managing large datasets and creating operational documents.
• Basic understanding of life and annuities insurance concepts such as premiums, benefits, riders, and policy values.
• Effective communication skills in English.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint