Contact Center Representative

Looking for more than just another call center job? At PHP Agency, you’ll be the voice of a nationally recognized financial services organization, supporting agents across the country. We’re looking for energetic, service-minded professionals who thrive in a fast-paced environment and bring professionalism, accuracy, and care to every interaction.

About the role

As a Contact Center Representative, you’ll serve as a primary point of contact for PHP agents, managing high-volume inbound and outbound calls, emails, chats, and transfers. You’ll provide accurate, timely support across insurance-related inquiries, navigate multiple systems and carrier websites, and partner with internal teams to deliver a seamless customer experience.

Responsibilities

• Respond to agent and customer inquiries accurately, professionally, and efficiently across phone, email, chat, and transfer channels.
• Deliver exceptional service by using active listening, empathy, and sound judgment to resolve questions and concerns.
• Assist with account inquiries, website navigation, product information, service needs, and other insurance-related support requests.
• Research and document interactions accurately while maintaining updated customer and account information.
• Use internal systems and carrier websites to research information, troubleshoot issues, and provide timely resolutions.
• Communicate company updates, product and service information, and policy changes clearly and consistently.
• Collaborate with New Business, Commissions, Annuities, and other internal teams to identify solutions and support a seamless customer experience.
• Support team training, onboarding, and continuous improvement efforts as needed.

Requirements

• Bilingual fluency in English and Spanish
• Exceptional verbal and written communication skills
• Strong listening skills and a customer-first mindset
• Ability to build trust and rapport quickly
• Professional, patient, and empathetic approach
• Strong organizational and time-management abilities
• Ability to adapt and thrive in a fast-paced setting
• Comfortable learning new technologies and systems
• 1–2 years of experience in a call center environment or working with multi-line phone systems
• Strong troubleshooting and problem-solving skills

Previous experience in customer service, contact center support, financial services, or insurance is a plus.

Benefits

• Paid onsite garage parking
• Fully subsidized DART rail access
• Convenient access via Akard Station and St. Paul Station just steps from the office
• Professional office environment in a premier Downtown Dallas location
• Opportunities to grow within a rapidly expanding national company
• Collaborative team culture that values service, accountability, and innovation
• Hands-on exposure to insurance operations, carrier processes, commissions, new business, and annuities
• Supportive team that values collaboration, problem-solving, and delivering excellent service

About the company

Founded in 2009, PHP Agency is one of the nation's fastest-growing financial marketing organizations, with more than 27,000 licensed agents across 49 states and Puerto Rico. Our agents have helped educate and serve over 450,000 American families with financial protection and retirement solutions. As a proud member of the Integrity Family of Companies, we're committed to innovation, growth, and delivering exceptional customer experiences.

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead. Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide.