Customer Service Representative

About the Position

We are seeking a Customer Service Representative to join our team in Heredia, Costa Rica. This role supports policy servicing for life and annuities products within a hybrid work model, ensuring accurate processing, documentation, and customer-centric service for global operations. The specialist will use MS Office tools to manage data updates and prepare reports while adhering to regulatory and company standards. The work includes rotational shifts and focuses on consistent service quality and operational efficiency.

Responsibilities

• Handle end-to-end policy servicing activities including policy creation, maintenance, endorsements, and terminations with consistent attention to procedural accuracy and regulatory compliance.
• Process customer and intermediary service requests for life and annuities policies by validating completeness, resolving data gaps, and updating core systems with precise information.
• Review policy documents, policy values, and coverage details using MS Office tools to identify discrepancies and initiate timely corrections to prevent downstream issues.
• Prepare clear and well-structured reports in spreadsheets and text documents to summarize daily production volumes, quality trends, and exception cases for review by stakeholders.
• Monitor work queues for assigned policy servicing tasks, prioritize items based on defined service levels, and complete actions within agreed timelines to support operational stability.
• Coordinate with internal operations, quality, and technology teams through virtual channels to clarify process questions, resolve system issues, and streamline handoffs across functions.
• Respond to internal inquiries in the English language through email and voice interactions by providing accurate policy information and documented resolutions to support consistent service.
• Maintain detailed processing logs, checklists, and reference trackers in MS Office applications to ensure traceability, audit readiness, and continuous process improvement.
• Follow established standard operating procedures and control checklists to minimize operational risk, identify process gaps, and suggest enhancements for better efficiency.
• Validate input data for new business changes and renewals by cross-referencing source documents and system records to reduce rework and maintain data integrity.
• Support testing of minor system or process changes by executing predefined test scenarios, documenting results, and sharing observations that help stabilize production performance.
• Adhere to rotational shift schedules and hybrid work expectations by managing time effectively, communicating availability, and ensuring reliable coverage for business operations.
• Contribute to team knowledge repositories by documenting practical tips, recurring issues, and resolutions in clear MS Office-based templates that help colleagues perform policy servicing tasks.

Requirements

• MS Office: Demonstrate strong proficiency in MS Office applications with the ability to use spreadsheets, text documents, and presentations for data analysis, reporting, and documentation in policy servicing.
• Life and Annuities Insurance: Apply foundational knowledge of life and annuities insurance concepts such as premium calculations, policy values, and beneficiary updates to interpret servicing requests accurately.
• Communication Skills: Exhibit effective written and spoken English communication skills to comprehend policy documentation, draft clear responses, and participate in virtual discussions with diverse stakeholders.
• Experience: Show proven experience of at least one year in operations, back office, or policy administration environments with exposure to structured processes and service level expectations.
• Analytical Thinking: Utilize analytical thinking and problem-solving skills to investigate data mismatches, transaction errors, and process exceptions and to propose practical resolutions.
• Adaptability: Demonstrate adaptability to rotational shifts, hybrid work arrangements, and evolving procedures while maintaining consistency in service quality and productivity.
• Attention to Detail: Display attention to detail and customer focus by ensuring that every policy update or transaction supports accurate coverage, timely service, and long-term trust in the organization.

We Offer

• Competitive compensation
• Opportunity to work in a hybrid model
• Professional development opportunities
• Inclusive and diverse work environment

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enable us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Additional employment information

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.

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