Bilingual Agent Support Representative

About the Role

As an Agent Support Representative, you will play a key role in supporting policyholders, agents, and internal partners by providing accurate policy information, resolving inquiries, and creating positive customer experiences. This position is a great opportunity to showcase your communication and problem-solving skills while making a meaningful impact within a caring and trustworthy organization.

Responsibilities

• Communicate with customers through inbound and outbound phone calls, chats, emails, and written correspondence in both English and Spanish to ensure timely and effective resolution of inquiries.
• Explain policy coverage information and answer questions regarding policy benefits, updates, and servicing needs.
• Assess customer requests and determine when matters should be escalated to management or forwarded to other departments for further review.
• Update policies accurately, maintain detailed service logs, and provide follow-up communication when necessary.
• Develop and maintain knowledge of company products, policies, procedures, and compliance requirements while contributing to departmental goals and customer satisfaction metrics.
• Work independently and collaboratively in a fast-paced, high-volume customer service environment while maintaining a positive and professional attitude.

Qualifications

• At least one year of customer service experience, preferably in a call center or contact center environment.
• Fluency in Spanish and English, including the ability to read, write, speak, and translate between both languages.
• Strong computer skills, including Microsoft Office, and the ability to quickly learn new software systems.
• Minimum typing speed of 35 words per minute.
• High school diploma or GED equivalent.

Skills

• Exceptional customer service and active listening skills.
• Positive attitude and ability to build rapport with customers.
• Strong communication, research, and problem-solving abilities.
• Attention to detail and ability to manage multiple priorities effectively.

Benefits

• Flexible Health, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Employee and Family Assistance Program
• Ergonomic Furniture Program
• Performance Bonus Opportunities

About Us

American Amicable is a part of iA Financial Group, one of the largest insurance and wealth management groups in North America. Our headquarters is in Waco, TX. Tracing its roots back to 1910, the American-Amicable Life Insurance Company of Texas is a progressive special markets insurer. The Company offers innovative life insurance and annuity products developed to target the individual needs of protection, wealth creation, and estate preservation.

iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term.

Our Commitment to Inclusion

At iA American, we support and celebrate diversity. We strive to provide a workplace that is inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability. Reasonable accommodations will be provided in accordance with ADA and EEO regulations to enable qualified individuals with disabilities to perform the essential functions of the position.