Customer Service Representative

About the Position

We are seeking a Customer Service Representative for life and annuities business to join our team in Heredia, Costa Rica, focusing on policy servicing with MS Office tools.

Job Summary

This hybrid role focuses on policy servicing for life and annuities business handling end-to-end administrative activities using MS Office tools while maintaining high accuracy and service quality. The specialist supports rotational shift operations, ensures timely resolution of policy requests, and collaborates with internal stakeholders to improve customer outcomes and operational efficiency.

Responsibilities

• Process incoming policy servicing requests for life and annuities products with high attention to detail and accuracy ensuring that all updates comply with internal guidelines and regulatory requirements.
• Update and maintain policy records using MS Office applications ensuring that all data entries and document versions are consistent, traceable, and ready for audit review when needed.
• Prepare, format, and validate policy-related documents and summaries in MS Office to support internal reviews, customer communications, and operational reporting.
• Coordinate with cross-functional teams such as underwriting, claims, and customer service to resolve policy discrepancies and ensure timely completion of servicing activities.
• Respond to internal queries related to policy status, coverage details, and servicing actions by analyzing available data and providing clear and accurate updates.
• Monitor work queues and service level targets in rotational shifts prioritizing cases based on urgency and impact on customers and business commitments.
• Identify recurring issues or process gaps in policy servicing workflow and suggest practical improvements that enhance efficiency, accuracy, and customer satisfaction.
• Support the preparation of daily or weekly operational reports using MS Office highlighting key volumes, turnaround times, and potential risks for stakeholder review.
• Review policy documentation received from upstream teams or customers for completeness and clarity and initiate follow-ups when additional information is required.
• Adhere to all compliance, data privacy, and information security requirements while handling policy documents and customer data within the policy servicing process.
• Participate in knowledge sharing sessions and training activities to improve familiarity with life and annuities products, internal systems, and evolving process guidelines.
• Collaborate with team members in a hybrid work model by using collaboration tools and MS Office-based trackers to maintain transparency on work status and dependencies.
• Contribute to continuous improvement initiatives by sharing insights from daily operations that support the company mission of delivering reliable and customer-centric insurance services.

Requirements

• Experience: 1 - 3 years
• Technical Skills: MS Office
• Domain Skills: Life and Annuities Insurance

Nice to Have

• Certification in MS Office or equivalent productivity tools preferred such as MOS or similar productivity suite credential.

We Offer

• Hybrid work model
• Opportunity to work with cutting-edge technology and tools

About the Company

Cognizant (NASDAQ: CTSH) is a technology services and AI solutions developer. We bridge the gap between AI investments and real business value, creating holistic full-stack AI solutions for our clients. With our deep industry, process, and engineering expertise, we integrate the specific needs of companies seamlessly into technology systems. This way, we unlock human potential, achieve tangible results, and secure the decisive edge for global companies in a rapidly changing world. Learn more at cognizant.ai or follow us on @cognizant.

Additional Employment Information

The compensation information is accurate as of the publication date of this job posting. Cognizant reserves the right to modify this information at any time in accordance with applicable laws and regulations.

Candidates may be required to participate in interviews in person or via video conference. Additionally, candidates may be required to present a valid government-issued photo ID at each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered or rejected based on race, color, gender, 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.

---

We care about your privacy

Thank you, your preferences have been updated.

By clicking "Accept All", you agree to the storing of cookies on your device to give you the most optimal experience using our website. We may also use cookies to enhance performance, analyze site usage, and to personalize your experience.

Manage Settings