Agent Support Representative

iA American•Waco, TX

7d•Hybrid

About The Position

Build the future with us Are you driven by supporting customers with clarity, care, and accuracy and eager to contribute to a company that helps its clients feel confident and secure about their future? As an Agent Support Representative, you will play a key role in delivering exceptional service to policyholders, agents, and internal teams by resolving inquiries, explaining policy details, and ensuring accurate updates to customer accounts. This position is a great opportunity to showcase your customer service skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

Requirements

Strong phone presence and active listening skills
Positive, learning‑oriented attitude
Strong written and verbal communication abilities
Attention to detail and organizational skills
1+ year of customer service experience, preferably in a call center environment
Meets the Charter of the French Language requirement (if applicable): Beginner, intermediate, or advanced English proficiency, as the role involves communicating with customers, agents, and internal teams on a daily basis
Minimum typing speed of 35 WPM
Ability to meet department KPIs within 6 months
Strong computer skills, including MS Office, and the ability to learn new systems quickly
Solid research and problem‑solving skills
Ability to prioritize, stay organized, and adapt to procedural or organizational changes
Ability to work independently and as part of a team
Authorized to work for any employer in the U.S.
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/outbound calls, chats, written correspondence, and email to resolve inquiries and provide policy information
Explain policy coverage and address customer questions and concerns with clarity and professionalism
Identify requests requiring escalation to other departments or management
Provide timely follow‑up to customers when additional action is needed
Update policies and complete daily service logs with accuracy
Develop working knowledge of company products, policies, and internal resources
Maintain a positive, professional demeanor in a high‑volume call center environment
Work independently and collaboratively to meet personal and departmental goals
Conduct business ethically, following all laws, regulations, and compliance standards