SME-Policy Servicing

Job Summary

This role focuses on specialized policy servicing activities in the property and casualty insurance domain ensuring accurate policy updates endorsements renewals and data maintenance using advanced skills in MS Office tools. The position is based fully in office with night shift work supporting global stakeholders and delivering timely high quality servicing outcomes for customers and partners.

Responsibilities

• Manage end to end policy servicing activities by processing endorsements renewals cancellations and reinstatements with high accuracy using MS Office tools to maintain reliable policy records and minimize operational defects.
• Coordinate with operations teams underwriting support and customer servicing teams to validate policy information resolve discrepancies and ensure that all servicing requests are completed within defined timelines.
• Prepare maintain and review detailed policy servicing logs reports and trackers using spreadsheets and word processing tools to provide transparent status updates and enable better operational planning.
• Analyze incoming policy servicing requests for completeness clarity and compliance with organizational guidelines and then document all required clarifications to avoid rework and service delays.
• Perform quality checks on processed transactions by validating data points premium changes coverage updates and effective dates to uphold internal quality standards and regulatory expectations.
• Create and maintain standardized servicing templates and checklists in MS Office to streamline recurring tasks improve team efficiency and reduce manual errors across the policy servicing lifecycle.
• Collaborate with process experts to identify recurring issues in policy servicing transactions and recommend improvements that optimize workflow efficiency and enhance customer satisfaction outcomes.
• Support night shift operations by handling high volume policy servicing queues prioritizing tasks based on business rules and ensuring that service level targets are consistently achieved.
• Document standard operating procedures job aids and reference guides in a clear structured format so that policy servicing steps become easier to follow and training for new team members becomes more efficient.
• Utilize advanced spreadsheet features such as filters formulas and pivot style analysis in MS Office to derive insights about error trends volume patterns and productivity which are then shared with stakeholders.
• Monitor adherence to company policies data confidentiality norms and compliance expectations by following all defined controls during policy servicing and reporting any observed gaps to relevant teams.
• Engage in continuous learning by staying current with changes in property and casualty insurance terminology coverage structures and servicing practices and then applying this knowledge to daily work outcomes.
• Provide constructive feedback to peers and process owners on pain points observed in policy servicing and contribute to root cause analysis discussions that aim to reduce future defects and processing delays.
  
  

Qualifications

• Possess five to seven years of hands on experience in policy servicing or similar back office operations where MS Office tools are used extensively for processing documentation and reporting.
• Demonstrate advanced proficiency in spreadsheets word processing and presentation tools within MS Office with the ability to manage large data sets generate reports and create structured documentation.
• Bring prior exposure to property and casualty insurance concepts such as policy lifecycle coverages endorsements and renewals which helps interpret servicing requests more accurately even if experience is limited.
• Exhibit strong analytical and problem solving skills that enable the identification of data inconsistencies process gaps and potential risks during day to day policy servicing activities.
• Display excellent written and verbal communication skills suitable for working with global stakeholders during night shifts while documenting updates clearly and professionally.
• Show proven ability to work in a structured work from office environment with consistent night shift schedules while maintaining productivity ownership and accountability for deliverables.
• Maintain high attention to detail and time management discipline especially when handling repetitive tasks under strict service level agreements ensuring consistent quality and timely completion of work.
  
  

Certifications Required

Preferred certifications include insurance domain foundation such as AINS and productivity credentials such as Microsoft Office Specialist or equivalent.