Client Experience Representative

iA Financial Group (Industrial Alliance)•Waco, TX

2d•Hybrid

About The Position

Are you driven by the mission of delivering exceptional client experiences and helping people feel confident and supported at every step of their journey? As a Client Experience Representative, you will play a key role in ensuring clients receive clear information, timely assistance, and a seamless service experience. This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. 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 customer service and communication skills
Stands out for their ability to multitask and stay organized
Demonstrates strong problem‑solving skills and attention to detail
Is recognized for their ability to think outside the box and adapt quickly
Has 2+ years of experience in customer service, insurance, or a related field
Has a working knowledge of MS Word, Outlook, Excel, and learns new systems quickly
Types 30–35 WPM with minimal errors (If needed)
Has an intermediate level of English proficiency, as the role involves communicating with clients and internal teams on a daily basis

Responsibilities

Respond to client inquiries via phone, email, and written correspondence
Provide clear explanations of policy information, coverage details, and account updates
Research client accounts and documentation to resolve questions and issues
Determine when requests require escalation to management or specialized departments
Document all client interactions, including inquiries, concerns, and actions taken
Maintain strong knowledge of company products, policies, and internal resources
Ensure appropriate follow‑up to guarantee full resolution
Participate in special projects and support team initiatives
Conduct all business in compliance with company standards, regulations, and ethical guidelines