Client Experience Representative

iA Financial Group (Industrial Alliance)•Waco, TX

1d•Hybrid

About The Position

As a Client Experience Representative, you will help clients feel confident and supported by providing clear information, timely assistance, and a seamless service experience. You will respond to client questions, explain policy and account information, research issues, and ensure that requests are followed through to resolution. You will also document interactions, maintain knowledge of company products and resources, and support team initiatives while conducting business in accordance with company standards, regulations, and ethical guidelines. The role offers a hybrid work environment with flexibility and access to inspiring and innovative workspaces. The company describes its workplace as collaborative, inclusive, safe, and supportive of learning and employee development. Applicants must be authorized to work for any employer in the United States; employment visa sponsorship is not available.

Requirements

Strong customer service and communication skills.
Ability to multitask and stay organized.
Strong problem-solving skills and attention to detail.
Ability to think creatively and adapt quickly.
At least 2 years of experience in customer service, insurance, or a related field.
Working knowledge of MS Word, Outlook, and Excel, and ability to learn new systems quickly.
Typing speed of 30–35 words per minute with minimal errors.
Intermediate English proficiency if needed, as the role involves daily communication with clients and internal teams.
Authorization to work for any employer in the United States; the company cannot sponsor employment visas.

Responsibilities

Respond to client inquiries by phone, email, and written correspondence.
Explain policy information, coverage details, and account updates clearly.
Research client accounts and documentation to resolve questions and issues.
Determine when requests should be escalated to management or specialized departments.
Document client interactions, inquiries, concerns, and actions taken.
Maintain knowledge of company products, policies, and internal resources.
Follow up as appropriate to ensure full resolution.
Participate in special projects and support team initiatives.
Conduct business in compliance with company standards, regulations, and ethical guidelines.