Client Experience Representative

iA American•Waco, TX

About The Position

Are you driven by delivering exceptional customer service and eager to contribute to a company that helps its clients feel confident and secure about their future? As a Client Experience Representative , you will play a key role in supporting policyholders, agents, and internal partners by providing accurate information, resolving inquiries, and ensuring a positive experience in every interaction. This position is a great opportunity to showcase your communication skills, service mindset, and ability to thrive in a fast‑paced environment. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation. As a Client Experience Representative , you’ll be at the core of our mission.

Requirements

Is known for their strong communication and customer service skills
Stands out for their ability to stay calm, positive, and solution‑oriented under pressure
Demonstrates strong attention to detail and the ability to multitask effectively
Is recognized for their professionalism, integrity, and ability to work both independently and as part of a team
Has one year of customer service experience , preferably in a call center environment
Holds a High School Diploma or GED
Types at least 35 WPM and can meet department KPIs within six months
This role requires an intermediate level of English proficiency, as it involves communicating with customers, agents, and internal teams on a daily basis.
Applicants must be authorized to work for any employer in the U.S. We are unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations.

Nice To Haves

Spanish proficiency is a plus and supports communication with a broader customer base

Responsibilities

Communicate with customers through inbound/outbound calls, chats, written correspondence, and email to resolve inquiries and provide policy information
Explain policy coverage details and address customer questions and concerns
Identify requests that require escalation or review by other departments or management
Provide appropriate follow‑up to customers and ensure timely resolution
Update policies and complete daily service logs accurately
Develop a strong understanding 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 and in compliance with all laws, regulations, and company standards
Perform other duties as assigned