Client Experience Representative

iA American • Waco, TX

2d • Hybrid

About The Position

The Client Experience Representative is the front line of support for policyholders, agents, and internal customers. The role identifies customers’ needs and provides service through phone calls, chats, written correspondence, and email, helping resolve inquiries and requests for policy information. The representative explains policy coverage, updates policies, records service activity, and refers requests to other departments or management when needed. The position operates in a high-call-center environment and involves working independently and collaboratively to meet individual and department goals while following applicable laws, regulations, contractual obligations, and the company’s Compliance Program.

Requirements

• High school diploma or GED.
• At least one year of customer service experience; call-center experience is preferred.
• Strong phone, active listening, and customer service skills.
• Friendly, positive, and learning-oriented attitude.
• Strong written and verbal communication, attention to detail, research, and problem-solving skills.
• Ability to stay organized, prioritize effectively, adapt to change, and work independently and as part of a team.
• Strong computer and Microsoft Office skills, and ability to learn new software systems and company products quickly.
• Ability to type at least 35 words per minute.
• Ability to meet department KPIs within six months of hire while contributing to department goals and objectives.
• Ability to meet department attendance expectations.
• Authorization to work for any employer in the U.S.; the company cannot support or take over employment visa sponsorship, including H-1B visas and STEM OPT work authorizations.

Nice To Haves

• Customer service experience in a call-center environment.

Responsibilities

• Communicate with customers through inbound and outbound phone calls, chats, written correspondence, and email to resolve inquiries and requests for policy information.
• Explain policy coverage and answer customer questions and concerns.
• Determine which requests should be forwarded to other departments or management for review and provide appropriate customer follow-up.
• Update policies, complete daily service logs, and develop knowledge of company products and policies to assist customers.
• Maintain a positive demeanor in a high-call-center environment while working independently and as part of a team to meet personal and department goals.
• Conduct company business in accordance with applicable laws, regulations, contractual obligations, and the principles of the Compliance Program.
• Perform other duties as assigned.

Benefits

• Flexible health insurance
• Dental insurance
• Vision insurance
• 401(k) with company match
• PTO plan
• Employee and family assistance program
• Ergonomic furniture program
• Performance bonus
• Learning and development opportunities
• Hybrid work environment with flexibility and access to inspiring and innovative workspaces

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED