Bilingual Agent Support Representative

iA American • Waco, TX

3d • Onsite

About The Position

Are you passionate about delivering exceptional service and making a meaningful impact in people’s lives? At iA American, we’re committed to helping our clients feel confident and secure about their future. As an Agent Support Representative , you’ll be the first point of contact for our valued policyholders, agents, and internal teams—ensuring every interaction is handled with care, clarity, and professionalism. This position is a great opportunity to showcase your bilingual communication skills and grow within a company that values integrity, collaboration, and continuous development.

Requirements

• Has strong phone etiquette and active listening skills.
• Demonstrates excellent written and verbal communication.
• Possesses strong attention to detail and organizational skills.
• Is adaptable, collaborative, and eager to learn.
• Has at least 1 year of customer service experience, preferably in a call center.
• Types at a minimum of 35 WPM and is proficient in MS Office and other systems.
• Can meet department KPIs within 6 months of hire.
• Is fluent in both English and Spanish (spoken and written)

Responsibilities

• Communicate with customers via inbound/outbound calls, chat, email, and written correspondence in both English and Spanish.
• Explain policy coverage and respond to inquiries with clarity and empathy.
• Assess customer needs and determine when to escalate requests to other departments.
• Update policies and maintain accurate service logs.
• Stay informed on company products and procedures to provide accurate support.
• Maintain a positive and professional demeanor in a high-volume call center environment.
• Uphold compliance with all applicable laws, regulations, and internal policies.

Benefits

• Competitive benefits
• Flexible Health, Dental and Vision insurance, 401(k) + company match, PTO, employee and family assistance program, performance bonus, and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees