Bilingual Customer Experience (CX) Associate

Americo Financial Life and Annuity•Saint Joseph, MO

2d•Onsite

About The Position

Americo’s Customer Experience Center (CXC) is the primary point of contact for life insurance and annuity customers. The CXC Associate helps deliver the service experience that defines the Americo brand by handling inbound phone calls and emails, resolving customer inquiries, processing policy transactions, and communicating clearly and empathetically. The role is suited to someone who enjoys helping others, communicates with confidence and warmth, and works well in a structured, team-oriented environment. The Associate develops knowledge of life insurance and annuity products, policy servicing processes, and industry regulations while building professional skills through onboarding, training, coaching, and ongoing development. The position is based in the Customer Experience Center in St. Joseph, Missouri, and involves working in an in-office contact center.

Requirements

Professional Spanish skills.
High school diploma or equivalent.
Strong verbal and written communication skills and a professional, courteous service presence.
Customer-service mindset and a genuine desire to help others resolve issues and understand their needs.
Ability to learn, retain, and apply detailed product and process information.
Strong problem-solving, critical-thinking, and active-listening skills.
Ability to multitask, navigate multiple computer systems simultaneously, and manage time effectively.
Attention to detail and commitment to accuracy in data entry, documentation, and transaction processing.
Ability to remain calm, professional, and positive during a high volume of customer interactions.
Comfort working in a structured, in-office, team-oriented contact center environment.

Nice To Haves

Associate’s degree or equivalent work experience.
At least one year of customer service, call center, retail, or other service-oriented experience.
Experience navigating multiple computer applications or CRM systems simultaneously.
Exposure to insurance, financial services, or another regulated industry.
Proficiency with Microsoft Office and general business software applications.

Responsibilities

Provide professional, courteous, and empathetic service to life insurance and annuity customers through inbound phone, email, and written contacts.
Answer inquiries and process life insurance and annuity policy requests accurately and efficiently.
Research policy information and explain coverage details, benefits, available options, and next steps.
Complete account updates, financial transactions, and other policy service requests within established guidelines.
Prepare written correspondence, documentation, and follow-up communications.
Collaborate with internal departments to resolve complex inquiries and ensure issues are fully resolved.
Maintain high standards of quality, accuracy, and professionalism across customer interactions.
Handle a consistent volume of inbound calls and emails while meeting or exceeding service-level, quality, and productivity goals.
Follow company policies, compliance guidelines, and regulatory requirements governing service interactions.
Document interactions and outcomes accurately in contact center systems and workflow processing tools.
Demonstrate schedule adherence and reliability to support team staffing and service continuity.
Participate in onboarding, product training, and ongoing professional development.
Build and maintain knowledge of Americo products, policy servicing processes, industry regulations, process changes, system updates, and service standards.
Use coaching, feedback, and performance conversations to support growth and improvement.
Contribute to continuous learning, team collaboration, knowledge sharing, and service improvement initiatives.
Represent Americo’s values and service standards when interacting with customers, agents, and internal partners.