Customer Experience (CX) Associate

Americo Financial Life and Annuity•Saint Joseph, MO

2d•Onsite

About The Position

Americo’s Customer Experience Center (CXC) serves as the primary point of contact for life insurance and annuity customers. The CXC Associate helps deliver the service experience that defines Americo’s brand by handling inbound phone calls and emails, resolving customer inquiries, processing policy transactions, and communicating clearly and empathetically. The role suits someone who enjoys helping others, communicates with confidence and warmth, and works well in a structured, team-oriented environment. Associates develop life insurance and annuity product knowledge, grow professional skills, and build a career with a company committed to serving customers for life. The role is based at the Customer Experience Center in St. Joseph, Missouri. Compensation is $41,026–$50,254, plus a 5% target performance bonus. The next wave of new hires starts September 14, 2026.

Requirements

High school diploma or equivalent required.
Strong verbal and written communication skills and a professional, courteous service presence.
Customer service mindset and a genuine desire to help others resolve issues and understand their needs.
Ability to learn, retain, and apply detailed product and process information.
Strong problem-solving, critical-thinking, and active-listening skills.
Ability to multitask, navigate multiple computer systems simultaneously, and manage time effectively.
Attention to detail and commitment to accuracy in data entry, documentation, and transaction processing.
Ability to remain calm, professional, and positive across a high volume of customer interactions.
Comfort working in a structured, in-office, team-oriented contact center environment.

Nice To Haves

Associate’s degree or equivalent work experience.
At least 1 year of customer service, call center, retail, or other service-oriented experience.
Experience navigating multiple computer applications or CRM systems simultaneously.
Exposure to insurance, financial services, or another regulated industry.
Proficiency with Microsoft Office and general business software applications.

Responsibilities

Provide professional, courteous, and empathetic service to life insurance and annuity customers through inbound phone, email, and written contacts.
Answer inquiries and process life insurance and annuity policy requests accurately and efficiently.
Research policy information and explain coverage details, benefits, available options, and next steps.
Complete account updates, financial transactions, and other policy service requests within established guidelines.
Prepare written correspondence, documentation, and follow-up communications as required.
Collaborate with internal departments to resolve complex customer inquiries and ensure issues are fully resolved.
Maintain high standards of quality, accuracy, and professionalism across customer interactions.
Handle a consistent volume of inbound calls and emails while meeting or exceeding service-level, quality, and productivity goals.
Follow company policies, compliance guidelines, and regulatory requirements governing service interactions.
Document interactions and outcomes accurately in contact center systems and workflow processing tools.
Maintain schedule adherence and reliability to support team staffing and service continuity.
Participate in onboarding, product training, and ongoing professional development.
Build knowledge of Americo’s products, policy servicing processes, and industry regulations; stay current with process changes, system updates, and service standards.
Embrace coaching and feedback as opportunities for growth and improvement.
Support a positive, professional, team-oriented workplace and collaborate with associates, team leaders, supervisors, and cross-functional partners.
Contribute to team initiatives, knowledge sharing, and efforts to improve the service experience.
Represent Americo’s values and service standards in interactions with customers, agents, and internal partners.