Client Experience Representative

iA Financial Group; Waco (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

PTO

Employee assistance program

Ergonomic furniture program

Performance bonus

Job summary

American-Amicable Life Insurance Company of Texas is seeking a Client Experience Representative to answer questions and assist policyholders and agents by phone, email, and in person when needed. You will resolve inquiries, explain policy coverage, and process information with care and accuracy.

The role requires strong communication, two years in customer service, and familiarity with MS Word, Outlook, and Excel.

Qualifications

• A high school diploma or GED required.
• At least two years in a customer service role.
• Life insurance experience preferred or solid understanding of life insurance concepts.

Responsibilities

• Communicates with customers through inbound/outbound calls, email, and written correspondence to resolve inquiries and requests.
• Explains policy coverage and provides details.
• Researches policy contracts to resolve issues and answer questions.
• Determines routing of requests for review by other departments or management.
• Keeps records of customer interactions and actions taken.
• Maintains familiarity with product and policy details; uses internal software as needed.

Skills

Customer service

MS Word

Outlook

Excel

Communication

Problem solving

Attention to detail

Education

High school diploma or GED

Tools

MS Word

Outlook

Excel

Job description

Job DescriptionClient Experience RepresentativeBuild the future with usAre you driven by the life insurance industry and eager to contribute to the purpose of a company that aims to help its clients feel confident and secure about their future? As a Client Experience Representative, you will play a key role in answering questions and providing customer assistance to all policyholders and agents regarding policy information via telephone, e-mail, fax, and occasionally in person.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.What you’ll accomplish with usAs a Client Experience Representative, you’ll be at the core of our mission. Here are the main responsibilities:Communicates with customers through inbound and outbound phone calls, written correspondence and e-mail to ensure successful resolution of inquiries, requests for information, and policy changes.Explains policy coverage and provides details.Research policy contracts to resolve issues and answer questions.Determines what requests should be forwarded for review by other departments or management.Provides appropriate follow-up, when needed.Keeps records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken.Maintains a familiarity with the details of Company products and policies, and a working knowledge of where to get assistance in responding to inquiries.Participates in special projects and assignments.Conducts Company business in accordance with all applicable laws, regulations and contractual obligations. Behaves ethically and with integrity and always follows the principles of the Compliance Program when making business decisions. Compliance with this program is a condition of employment for every American-Amicable employee.What could accelerate your success in this roleWe’re looking for someone who:Has a high school diploma or general education degree (GED).Has at least two years experience in a customer service role.Has life insurance or related industry experience, which is strongly preferred. Or, has a solid understanding of life insurance concepts from a consumer perspective.Is known for their friendly, positive, learning-oriented attitude.Stands out for their working knowledge of MS Word, Outlook, and Excel, and the ability to learn internal software quickly and effectively.Demonstrates excellent customer service skills.Is recognized for their ability to quickly learn details about Company products.Demonstrates the ability to effectively explain policy coverage.Demonstrates strong written and verbal communication skills.Demonstrates solid problem-solving skills.Has the ability to perform under pressure.Has the ability to work independently as well as function effectively as a team player.Demonstrates strong attention to detail.Has the ability to work overtime as business needs require.Additional job requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Working conditions, physical and mental requirements: The working conditions, physical and mental requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Work is sedentary in nature and is performed in a traditional office environment with cubicles. Typically, the incumbent will sit comfortably while performing the work, with some walking, standing, bending and carrying of light items, such as papers, books, and files. Other physical demands in performing the essential functions of this position include digital dexterity, hearing, seeing, and talking. Mental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt, and stay alert in a business environment.Note: This job description reflects a summary of the job and does not prescribe or restrict the responsibilities that may be assigned. This job description is subject to change at any time.Why you’ll love working with usA work environment where learning and development merge with a collective pursuit of excellence;A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed;The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces;Competitive benefits: Flexible Health, Dental and Vision insurance, 401(k) + company match, PTO Plan, employee and family assistance program, ergonomic furniture program, performance bonus, and much more!Apply now and get ahead of your career, where your talent really belongs!Still unsure about applying?At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!Applicants must be authorized to work for any employer in the U.S. We are unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations.CompanyAmerican-Amicable Life Insurance Company of TexasPosting End Date2026-10-30About usAmerican Amicable is a part of iA Financial Group, one of the largest insurance and wealth management groups in North America. Our headquarters is in Waco, TX. Tracing its roots back to 1910, the American-Amicable Life Insurance Company of Texas is a progressive special markets insurer. The Company offers innovative life insurance and annuity products developed to target the individual needs of protection, wealth creation, and estate preservation.iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term. Our CEO Denis Ricard won #1 Insurance CEO in Canada from Glassdoor!Our Commitment to Diversity and InclusionAt iA American, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us. Someone from our team will be happy to assist you.