Customer Service Representative - Life & Annuity Policy Servicing

About the role

This role serves as a specialist in policy servicing for life and annuity products, managing end-to-end servicing activities, documentation and stakeholder communication using MS Office tools. It requires detailed analysis and process discipline to ensure accurate policy updates, timely resolution of servicing queries and strong alignment with regulatory and company standards, while supporting rotational shift coverage.

Key responsibilities

• Manage daily policy servicing for life and annuity products, handling endorsements, changes, reinstatements, cancellations and other requests accurately and in compliance.
• Review policy documents and records in MS Office to validate data integrity, spot discrepancies and trigger corrective actions.
• Coordinate with internal servicing teams and external stakeholders in English to resolve complex policy issues.
• Prepare reports, trackers and dashboards on servicing volumes, processing times, error trends and outstanding items.
• Analyze workflows and recurring issues to recommend process improvements and support standardized practices across shifts.
• Work with operations, quality and compliance teams to meet audit readiness and regulatory expectations.
• Maintain servicing records, correspondence logs and documentation, and share procedures and job aids with new and rotating-shift staff.
• Monitor service level agreements and escalate risks, and carry out root cause analysis of errors and delays.
• Plan workload across office and remote settings for hybrid work and rotational shifts.

Required profile

• 2 to 5 years of customer service experience via voice channels, policy servicing or insurance operations.
• Exposure to life and annuities insurance is an advantage.
• Strong English reading, writing and speaking skills.
• Adaptability to rotational shifts and hybrid work; basic understanding of insurance regulatory and compliance matters.

Required skills

• Proficient MS Office (spreadsheets, documents, presentations)
• Data analysis and reporting