Bilingual Agent Support Representative

iA Financial Group (Industrial Alliance)•Waco, TX

2d•Hybrid

About The Position

Agent Support Representative (Bilingual English/Spanish) Build the future with us Are you passionate about delivering exceptional customer service and helping people feel confident and secure about their future? 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. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration, learning, and innovation.

Requirements

Is known for their exceptional customer service and active listening skills.
Stands out for their positive attitude and ability to build rapport with customers.
Demonstrates strong communication, research, and problem-solving abilities.
Is recognized for their attention to detail and ability to manage multiple priorities effectively.
Has at least one year of customer service experience, preferably in a call center or contact center environment.
Is fluent in Spanish and English, including the ability to read, write, speak, and translate between both languages.
Possesses strong computer skills, including Microsoft Office, and can quickly learn new software systems.
Can type a minimum of 35 words per minute.
Has a high school diploma or GED equivalent.
Can successfully meet department KPIs, goals, and attendance expectations.
Applicants must be authorized to work for any employer in the U.S. We are unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations.

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.