Customer Service Representative – Policy Servicing

About the role

We are looking for a Customer Service Representative to support policy servicing for life and annuities products. The role involves end‑to‑end administrative activities, ensuring data accuracy and timely responses to internal and external partners in a hybrid work environment with rotational shifts.

Key responsibilities

• Process daily policy updates, endorsements, and maintenance tasks for life and annuities contracts.
• Review and validate policy data in core systems using MS Office tools, identify discrepancies and initiate corrections.
• Maintain organized digital records to support audit readiness and compliance.
• Coordinate with internal operations teams to resolve servicing issues and provide status updates.
• Prepare periodic reports summarising volumes, turnaround times and quality trends.
• Respond to queries by interpreting guidelines and clarifying documentation requirements.
• Execute quality control checks on completed cases to reduce errors.
• Update process documentation to reflect new rules and continuous improvements.
• Manage work queues during rotational shifts, monitor pending items and escalate capacity constraints.
• Collaborate with cross‑functional colleagues using virtual communication tools.

Required profile

• 3–5 years of experience in policy servicing or related back‑office operations.
• Strong attention to detail and ability to meet accuracy and timeliness standards.
• Basic understanding of life and annuities concepts.

Required skills

• Proficiency with Microsoft Office applications (Excel, Word, PowerPoint).