Job Summary

This role involves providing policy servicing support for life and annuities insurance customers in a work from office night shift environment. The professional will handle customer service requests maintain accurate policy records and ensure timely resolution of inquiries for international clients. The position requires strong communication skills in English and a focus on high quality service delivery.

Responsibilities

Handle end to end policy servicing requests for life and annuities customers by processing changes and updates with high accuracy and within defined timelines
Respond to customer inquiries via approved communication channels by providing clear policy information and resolving issues in a courteous and efficient manner
Review policy documents and transaction requests by validating completeness and correctness before initiating any servicing actions
Coordinate with internal operations and support teams by sharing clear case details to ensure timely closure of customer requests and complaints
Update policy administration systems by capturing every customer interaction and transaction in a structured and compliant manner
Monitor open service requests by tracking progress and following up proactively to ensure closure within agreed turnaround time
Adhere to defined service level agreements and quality standards by consistently meeting productivity accuracy and responsiveness targets
Follow documented procedures and standard operating guidelines by applying them carefully to all servicing activities to reduce operational risk
Identify recurring customer issues or process gaps by documenting observations and sharing them with supervisors for continuous improvement
Maintain up to date knowledge of policy servicing rules product features and company guidelines by participating in regular trainings and self learning activities
Communicate clearly and empathetically with customers in English by using easy to understand language suited to global audiences in a night shift setting
Work effectively in a structured work from office environment by adapting to rotational or fixed night schedules while maintaining performance and focus
Contribute to the company purpose of protecting financial well being by ensuring every policy service action supports long term security for customers and communities

Qualifications

Possess a foundational understanding of customer service practices by applying active listening questioning and problem solving skills to every interaction
Have practical experience in handling customer queries or back office support within one to two years of professional exposure in a service environment
Demonstrate strong English communication skills in reading writing and speaking by conveying information accurately and documenting interactions thoroughly
Bring familiarity with life and annuities insurance concepts by understanding beneficiary details premium schedules and policy values even if experience is limited
Show comfort with policy administration or customer service tools by entering data accurately and navigating multiple systems during live customer interactions
Display strong attention to detail and numeric reasoning by validating policy data payments and computations without relying heavily on supervision
Exhibit readiness to work permanent night shifts from the office by maintaining punctuality resilience and consistent service quality across all working days

Certifications Required

Preferred certification in customer service such as Certified Customer Service Professional or any equivalent insurance customer service credential

PE-Policy Servicing