Customer Service Representative

About the Position

Customer Service Representative

Location: Heredia, Costa Rica

Work Model: On-site

This 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

• Possess hands-on experience with MS Office applications such as spreadsheets, word processing, and presentations, using them extensively for data entry, tracking, reporting, and documentation in a fast-paced operations environment.
• Demonstrate strong proficiency in organizing and analyzing data using MS Office features such as formulas, filters, and charts to support decision-making within policy servicing or similar back-office processes.
• Exhibit foundational understanding of insurance operations, preferably within life and annuities domains, including familiarity with policy life cycles, premium handling, and basic product terminology.
• Apply effective written and spoken communication skills in English to interpret policy instructions, document actions clearly, and coordinate with internal stakeholders across different shifts.
• Show readiness to work in rotational shifts within a work-from-office work model by managing time effectively, maintaining productivity, and ensuring smooth handovers between shift colleagues.
• Display strong customer orientation by focusing on accuracy, timeliness, and clarity in every servicing action, thereby contributing to trust and satisfaction among policyholders and distribution partners.
• Utilize problem-solving skills and attention to detail to identify inconsistencies in policy information, correct errors proactively, and escalate complex cases through the defined governance channels.

We Offer

• Competitive salary and benefits package
• Opportunity to work in a dynamic and innovative environment
• Professional development and training opportunities
• Collaborative and inclusive work culture

About the Company

Cognizant is a technology services and AI solutions developer. We bridge the gap between AI investments and real business value by creating holistic full-stack AI solutions for our clients. With our deep industry, process, and engineering expertise, we integrate the specific requirements of companies seamlessly into technology systems. This unlocks human potential, delivers tangible results, and secures the decisive edge for global companies in a rapidly changing world. Learn more at cognizant.ai or follow us on Twitter.

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.

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.

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