Bilingual Agent Support Representative

iA Financial Group (Industrial Alliance) • Waco, TX

5d • 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
• Employee Assistance Program
• Employee Discount Program
• Company-Paid Term Life, AD&D Insurance, Long and Short-Term Disability Insurance
• Company-Paid Health Advocate Benefit
• Wellness Allowance
• Generous Paid Time Off Plan and Holidays
• 401(k) With Company Match
• Competitive Bonus Program

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