Customer Service Representative – Policy Servicing (Insurance)

About the role

Join a global insurance team as a Customer Service Representative focused on life and annuities policy servicing. Working in a hybrid model, you will use strong MS Office skills to process and maintain policy data accurately while collaborating across rotational shifts to ensure operational efficiency and regulatory compliance.

Key responsibilities

• Process policy servicing requests, updating life and annuities records within defined turnaround times.
• Validate source documents, spreadsheets and internal systems using MS Office tools before executing changes.
• Update policy administration systems according to SOPs, documenting endorsements, beneficiary changes and address updates.
• Coordinate with underwriting, operations and customer service teams via email and collaboration tools to resolve data gaps.
• Respond to internal queries by extracting data, preparing summaries in MS Word and organizing evidence in MS Excel.
• Monitor work queues during rotational shifts, prioritize items, and escalate risk or compliance issues.
• Prepare recurring and ad‑hoc reports in MS Excel to track volumes, turnaround times and error trends.
• Maintain compliance with internal controls and regulatory requirements.
• Document new scenarios and exception handling steps in MS Word for the knowledge base.
• Assist in testing small system or process enhancements and record results.

Required profile

• At least one year of practical experience in policy servicing, insurance or a similar customer‑focused role.
• Strong attention to detail and ability to meet service level expectations.
• Excellent written and spoken English communication skills.
• Willingness to work rotational shifts and maintain reliable connectivity in a hybrid environment.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Office suite