Job Summary

This remote night shift customer service specialist role focuses on resolving complex payer related inquiries while leveraging solid expertise in MS Excel for analysis and reporting. The position supports continuous improvement of customer experience ensures accurate documentation of interactions and contributes to compliant handling of payer processes helping the organization deliver reliable service outcomes from a work from home environment.

Responsibilities

Handle payer related customer interactions with high attention to detail ensuring accurate issue understanding timely resolution and clear communication that strengthens trust in company services.
Manage end to end case workflows for payer inquiries by documenting requests tracking status and closing tickets in alignment with defined service level expectations and quality standards.
Utilize advanced MS Excel capabilities to analyze service data identify patterns in payer issues and produce structured reports that support operational decisions and process improvements.




Coordinate with internal operations and support teams through virtual channels to clarify complex payer requirements and ensure that customer responses are accurate and compliant with policies.
Maintain up to date knowledge of payer processes and guidelines applying this understanding to each interaction so that customers receive consistent and reliable information.
Provide clear and empathetic communication in a night shift work from home setting adjusting tone and explanations to match customer needs while maintaining professional service standards.
Track and update customer and payer information in designated systems with precision using Excel based logs or templates where appropriate to avoid errors and rework.
Follow standardized escalation procedures for high impact or unresolved payer issues ensuring that critical cases are prioritized and monitored until final closure.
Contribute to continuous service improvement by shari

📌 SPE-Customer Service HC (India)
🏢 Cognizant
📍 India