Bilingual Agent Support Associate
About The Position
Americo's Agent Services (AGS) team is the primary point of contact for agents and distribution partners who sell Americo's life insurance and annuity products. The Spanish-speaking Bilingual Agent Support Associate provides support to agents and Independent Marketing Organizations (IMOs) by handling inbound calls, emails, and service requests and facilitating business processes across multiple departments. The associate serves as a single point of contact for questions involving product knowledge, system support, licensing and contracting, commissions, agent debt, new business, and underwriting. The role suits someone who enjoys building relationships, solving problems, and delivering customer service in a fast-paced, team-oriented contact center environment. The next new hire class begins September 28, 2026.
Requirements
- High school diploma or equivalent.
- Professional Spanish speaking and writing skills.
- Strong verbal and written communication skills and a professional service approach.
- Excellent phone presence, grammar, and a genuine desire to help others.
- Strong customer service mindset and ability to build rapport and resolve issues efficiently.
- Ability to learn, retain, and apply detailed product, process, and regulatory information.
- Strong problem-solving, critical-thinking, and active listening skills.
- Ability to multitask and navigate multiple computer systems simultaneously.
- Strong attention to detail and commitment to accurate documentation and follow-through.
- Ability to work independently and take ownership of situations through resolution.
- Ability to remain calm, professional, and solution-focused in a fast-paced environment.
- Typing speed of at least 35 words per minute.
- Comfort working in a structured, in-office, team-oriented contact center environment.
Nice To Haves
- Associate's degree or equivalent work experience.
- At least 1 year of customer service, contact center, inside sales, insurance support, or related experience.
- Experience in insurance, financial services, or another regulated industry.
- Familiarity with insurance licensing, contracting, commissions, underwriting, or new business processes.
- Experience using CRM systems and multiple business applications simultaneously.
- Proficiency with Microsoft Office and general business software applications.
- Knowledge of life insurance products, contracts, and insurance concepts.
Responsibilities
- Provide professional, knowledgeable, and responsive support to Americo agents and IMOs through inbound calls, emails, and written correspondence.
- Assist agents with product knowledge, licensing and contracting, commissions, agent debt, underwriting, system support, and new business processes.
- Research agent account information and explain processes, requirements, options, and next steps.
- Provide sales support by sharing product and system information, running illustrations, placing orders, and assisting with application completion.
- Make proactive outreach calls to new and existing agents to build relationships and encourage sales of Americo products.
- Prepare follow-up communications and documentation.
- Facilitate tasks and communications across Licensing, New Business, Commissions, Underwriting, and other departments.
- Collaborate with internal partners to resolve inquiries and address agent concerns in a timely manner.
- Track open items and follow through until resolution, advocating for agents throughout the process.
- Accurately document interactions, requests, and outcomes in contact center systems and workflow tools.
- Maintain quality, accuracy, and professionalism while managing calls and emails and meeting service, productivity, and quality goals.
- Follow company policies, compliance requirements, and regulatory guidelines, and maintain reliability and schedule adherence.
- Participate in onboarding, product training, and ongoing employee development; build knowledge of products, distribution processes, and industry regulations.
- Use coaching and feedback to support professional growth, and stay current on product enhancements, process updates, and system changes.
- Contribute to a positive, professional, team-oriented work environment, knowledge sharing, and continuous improvement.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
