About the Position

Service Process Executive Policy Servicing

This hybrid role focuses on delivering high-quality customer service for insurance policy holders by managing policy servicing requests, resolving inquiries with accuracy, and ensuring timely updates across digital and voice channels. Contribute to operational excellence and customer satisfaction for a leading multinational company.

Responsibilities

Manage end-to-end policy servicing requests by capturing customer details accurately and updating internal systems to ensure precise and timely policy administration.
Provide prompt and empathetic responses to customer inquiries across phone, email, and digital channels to enhance overall customer experience and satisfaction.
Coordinate with internal operations, underwriting, and claims teams to resolve policy servicing issues quickly and minimize customer effort.
Monitor daily work queues and service tickets to prioritize tasks based on urgency and service level targets for policy servicing activities.
Validate customer identity documentation and policy information carefully to maintain data integrity and comply with internal risk and audit requirements.
Escalate complex or exception scenarios to senior specialists or supervisors with clear documentation so that decisions can be taken efficiently and accurately.
Document every customer interaction and policy update in the case management system to maintain complete service history and support future analysis.
Adhere strictly to defined service level agreements for response time, resolution time, and accuracy to support consistent and predictable customer outcomes.
Follow standard operating procedures and compliance guidelines for insurance policy servicing to minimize operational risk and ensure adherence to regulatory expectations.
Support continuous improvement initiatives by sharing recurring issues, customer pain points, and enhancement suggestions with process excellence or quality teams.
Use available knowledge bases, scripts, and decision trees to handle frequent requests efficiently while maintaining a human and respectful customer interaction.
Participate in error analysis and quality review discussions to understand root causes and implement corrective actions in daily servicing activities.
Conduct basic checks on premium payments, endorsements, and renewals within the policy servicing scope to ensure smooth policy lifecycle management.
Assist in educating customers on self-service options, digital tools, and policy features to reduce repeat inquiries and empower customers.
Update personal and role-specific skills through regular training on systems, tools, and industry updates to remain effective in handling evolving customer and policy needs.
Work collaboratively with peers within the policy servicing team to balance workloads and ensure consistent coverage during peak volumes and planned leaves.
Maintain a high degree of confidentiality for customer and policy data and act in alignment with the company's values and ethical standards.
Track personal performance metrics such as average handling time, first contact resolution, and quality scores to continuously improve service effectiveness.
Identify opportunities to simplify forms, scripts, and process steps in policy servicing and share these ideas for evaluation by process owners.
Offer clear and simple explanations of policy servicing decisions to customers so they understand outcomes and feel informed and respected.
Respond calmly and constructively in difficult customer situations to deescalate concerns and protect long-term customer relationships.
Coordinate with technology and support teams when system issues impact servicing and provide detailed feedback to aid timely resolution.
Support onboarding of new team members by sharing practical tips for using tools, understanding processes, and dealing with typical customer scenarios.

Requirements

Experience: Minimum of 2 years and a maximum of 4 years of experience in customer service with specific exposure to policy servicing or similar back-office service processes.
Technical Skills: Strong technical skills in customer service operations, including handling of omnichannel interactions, case management tools, and basic reporting using office productivity applications.
Domain Knowledge: Prefer prior experience in the insurance domain, particularly in life, general, or health policy servicing to better understand products, terms, and lifecycle events.
Language Skills: Strong communication skills in spoken and written English to engage clearly with customers, stakeholders, and support teams in a hybrid work environment. Prefer additional language capability in any regional language to better support diverse customer bases where business needs require regional communication.
Work Model: Ability to work in a hybrid work model combining in-office and remote work while maintaining productivity, data security, and collaboration standards.
Shift Work: Readiness to work in shift D, which may align with specific regional or client time zones while maintaining punctuality and consistent attendance.
Travel: Confirm that the role does not require business travel, so candidates should be comfortable operating primarily from designated office and home.

Certifications Required

Preferred certifications include customer service professional certification or an insurance foundation credential such as AINS or equivalent.

We Offer

Competitive compensation
Comprehensive benefits program including retirement plans, financial education, paid time off, flexible working, healthcare plans, counseling, and more.
Opportunities to explore new technologies, industries, and locations within a company with 350,000+ roles.
Real-world impact by helping the biggest brands strengthen their business and improve lives everywhere.

About the Company

Cognizant

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, provincial, or local laws.

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Benefits that help you thrive and grow

Our benefits program is built with you in mind-so you can enjoy a fulfilling, balanced, and healthy life.

Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counseling, our Mental Health Allyship program, and more.

Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities to explore new technologies, industries, and locations-and build the skills you need to grow your career.

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

Step 4: Decision time

Our team will then review each candidate’s potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us-but you can count on us to keep you updated.

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Service Process Executive Policy Servicing

Job description