SPE-Policy Servicing

About the Role

Serve as a specialist in policy servicing for a global organization using advanced productivity and generative AI tools to optimize insurance policy operations, enhance data accuracy, and improve customer outcomes. Collaborate across hybrid teams and align daily work with organizational and societal value.

Key Responsibilities

• Manage end-to-end policy servicing activities for insurance products by applying strong analytical skills to ensure timely updates, accurate records, and smooth operational workflows that contribute to trusted outcomes for customers and the company.
• Utilize MS Excel to analyze policy data, perform complex reconciliations, and create structured reports that improve decision-making for operations teams and support transparent performance tracking across the policy lifecycle.
• Apply generative AI tools to design and refine policy servicing processes that reduce manual effort, enhance quality controls, and enable faster and more reliable responses to internal and external stakeholders.
• Use prompt engineering techniques to craft effective instructions for generative AI and agentic AI solutions so that policy servicing tasks are automated with high relevance, reduced errors, and better alignment with business rules.
• Operate M365 Copilot in day-to-day work to summarize policy documents, draft servicing communications, and create productivity insights that streamline collaboration among cross-functional teams in a hybrid work environment.
• Leverage agentic AI frameworks to orchestrate policy servicing workflows, monitor automated task execution, and intervene when needed to safeguard compliance and maintain high standards of customer service.
• Implement Retrieval Augmented Generation (RAG) approaches to securely connect knowledge sources with AI models so that policy servicing guidance and outputs remain grounded in up-to-date policy terms and operational procedures.
• Collaborate with underwriting, claims, and operations stakeholders to clarify policy servicing requirements, resolve data discrepancies, and ensure that every update supports fair treatment and risk transparency for policyholders.
• Document policy servicing procedures, AI usage guidelines, and Excel-based data management practices in clear and structured formats that can be reused for training, audits, and continuous improvement initiatives.
• Monitor process performance metrics such as turnaround time, error rates, and customer impact indicators and use data-driven insights to recommend enhancements to tools, workflows, and policy servicing standards.
• Support testing and validation of new AI features, Excel templates, and policy servicing systems by executing structured test scenarios and sharing precise feedback that drives reliable and safe deployment into production.
• Coordinate with technology and process improvement teams to align AI-assisted policy servicing initiatives with organizational purpose, regulatory expectations, and long-term sustainability goals that benefit society.
• Contribute to knowledge sharing across the policy servicing community by demonstrating effective use of generative AI, RAG, and M365 Copilot so colleagues can replicate proven practices and collectively elevate service quality.

Requirements & Tech Stack

• MS Excel: proficiency including formulas, pivot analysis, and structured data handling.
• Generative AI tools: practical experience in building and refining prompts.
• Agentic AI tools: practical experience in building and refining prompts.
• Prompt Engineering
• M365 Copilot
• Retrieval Augmented Generation (RAG)

Qualifications

• Between two and four years of professional experience in policy servicing or related operations.
• Hands-on exposure to MS Excel, generative AI, prompt engineering, M365 Copilot, agentic AI, and RAG-based solutions.
• Strong proficiency in MS Excel including use of formulas, pivot analysis, and structured data handling.
• Practical experience in building and refining prompts for generative AI and agentic AI tools.
• Working knowledge of M365 Copilot usage within productivity suites and collaboration platforms.
• Domain experience in insurance covering policy administration, servicing processes, or related back-office operations.
• Understanding of how accurate policy handling supports customer trust.
• Awareness of insurance regulations, terminology, and documentation standards.
• Readiness to work in a hybrid model that combines onsite collaboration with remote productivity.
• Flexibility to manage responsibilities effectively across both settings while maintaining consistent communication.
• Ability to operate in Shift D and handle business priorities and deadlines within this schedule.
• No required travel.
• Clear communication in written and spoken English.
• Ability to explain complex policy servicing or AI-related topics in an accessible manner.

Preferred Certifications

• Microsoft Excel certification
• An AI-related credential (e.g., Microsoft Certified Azure AI Fundamentals)