Client Experience Representative

iA Financial Group (Industrial Alliance)•Waco, TX

3d•Hybrid

About The Position

The Client Experience Representative is the front line of support for policyholders, agents, and internal customers. The role identifies customer needs and provides excellent service across interactions, helping customers feel confident and secure about their future. The position operates in a high-call center environment and involves working independently and collaboratively to meet individual and department goals. The role also supports a collaborative, learning-oriented workplace and conducts company business in accordance with applicable laws, regulations, contractual obligations, and the Compliance Program.

Requirements

High school diploma or GED.
At least one year of customer service experience.
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 a minimum of 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 United States; 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 information and respond to customer questions and concerns.
Determine which requests should be forwarded to other departments or management for review, and follow up with customers when needed.
Update policies and complete daily service logs.
Develop knowledge of company products and policies to assist with customer inquiries.
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 and objectives.
Conduct company business in accordance with applicable laws, regulations, contractual obligations, and the principles of the Compliance Program.
Perform other duties as assigned.