SME-Policy Servicing

Job Summary

Act as a subject matter expert in policy servicing by leveraging generative AI and office productivity tools to streamline operations, enhance service quality, and support a hybrid night shift operating model. Evaluate policy data to optimize documentation workflows and partner with cross-functional teams to improve customer outcomes in the context of auto insurance claims.

Responsibilities

• Use generative AI methods to analyze policy servicing requests and propose optimized actions that reduce handling time and increase service accuracy
• Create prompt strategies that support the efficient production of clear policy documents, endorsements, and customer communications aligned to complex servicing scenarios
• Review policy data transaction histories and service tickets to detect patterns that reveal process gaps and recommend targeted operational improvements
• Work with operations teams to convert servicing policies into structured workflows that may be partially automated while maintaining compliance and audit readiness
• Utilize office productivity tools to build detailed reports, trackers, and dashboards that capture servicing performance for internal stakeholders in a night shift environment
• Produce step-by-step reference guides and knowledge resources to help team members follow new servicing rules, regulatory updates, and AI-assisted procedures
• Coordinate with technology teams to test AI-enabled tools, collect user feedback, and validate outputs against business rules and policy servicing guidelines
• Examine complex servicing cases, document findings, and recommend data-driven resolutions that support equitable outcomes for policyholders and the organization
• Support quality and compliance partners by preparing evidence packs, summaries, and structured documentation that confirm adherence to company standards
• Partner with peer subject matter experts across regions to exchange insights, compare servicing practices, and implement proven approaches that improve customer satisfaction
• Enable hybrid work by maintaining well-organized digital documentation that allows smooth handover between on-site and remote team members
• Ensure daily servicing activities reflect the company purpose by emphasizing transparent communication, fair treatment, and prompt resolution of customer requests
• Apply knowledge of auto insurance claims when available to interpret coverage details, connect claim outcomes to policy changes, and ensure servicing decisions remain consistent

Qualifications

• Have four to six years of experience in policy servicing or closely related insurance operations, with consistent exposure to complex customer or intermediary requests
• Show strong, hands-on expertise with generative AI tools and platforms, including experience developing effective prompts for document drafting, analysis, and summarization
• Demonstrate advanced proficiency with office productivity tools for producing spreadsheets, presentations, and documents that support reporting, analysis, and the creation of training materials
• Demonstrate understanding of auto insurance claims concepts, including coverage types, loss scenarios, and claim settlement principles, to inform policy servicing decisions when needed
• Communicate clearly in written and spoken form to explain servicing decisions, document case histories, and collaborate effectively with cross-functional partners during night shifts
• Adapt effectively to hybrid work conditions by independently managing time using collaboration tools responsibly and maintaining accurate digital records
• Exhibit strong analytical thinking, attention to detail, and problem-solving skills to assess servicing scenarios, interpret policy language, and recommend accurate outcomes

Certifications Required

Preferred certifications in insurance operations or AI, such as a general insurance certification or a generative AI professional credential