Customer Service Representative

About the Position

Customer Service Representative

We are seeking a Customer Service Representative for life and annuities products to join our team in Heredia, Costa Rica, focusing on policy servicing and customer-centric service.

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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.

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Requirements

• Core Skills:
  • 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.
  • Foundational knowledge of life and annuities insurance concepts such as premium calculations, policy values, and beneficiary updates to interpret servicing requests accurately.
  • Effective written and spoken English communication skills to comprehend policy documentation, draft clear responses, and participate in virtual discussions with diverse stakeholders.
  • 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 and problem-solving skills to investigate data mismatches, transaction errors, and process exceptions and to propose practical resolutions.
  • Adaptability to rotational shifts, hybrid work arrangements, and evolving procedures while maintaining consistency in service quality and productivity.
  • 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.

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We Offer

• Competitive salary
• Hybrid work model
• Professional development opportunities

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About the Company

Cognizant (NASDAQ: CTSH) is an AI Builder and a digital services company (DSN) developing comprehensive AI solutions that maximize investments for concrete results. Its deep expertise in business, processes, and technologies allows it to integrate the unique context of each organization's technology systems from engineering to production at scale. Its goal: to improve team efficiency, create value, and enable large companies to remain competitive in a rapidly changing world. For more information: cognizant.ai or @cognizant.

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Important Information Before Applying

• Work Authorization: Cognizant will only consider candidates for this position who are legally authorized to work in Canada without the need for employer sponsorship, now or in the future.
• Accommodation Measures: If you have a disability that requires reasonable accommodation measures to conduct a job search or apply, please email [email protected] with your request and contact information.
• AI in Our Recruitment Process: We use artificial intelligence (AI) tools to efficiently screen and evaluate applications. Our team then reviews the applications and decides who moves to the next step.
• Job Opening: Unless otherwise stated, this position is currently open and we are looking to fill it.
• Language Requirements: We require all candidates to have a basic knowledge of English to facilitate internal communications. For positions in Quebec, the ability to communicate effectively in English is required as you will be providing services to and collaborating with English-speaking stakeholders located outside the province.
• Inclusion: Cognizant is an equal opportunity employer. Your application and file will not be reviewed based on race, color, sex, religion, beliefs, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, provincial, or local laws.

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