Job Description

Location: Waco, Texas (In Office)
Division: American Amicable
Department: New Business Agent Support

Build the future with us

Are you passionate about delivering exceptional service and making a meaningful impact in people’s lives? At iA American, we’re committed to helping our clients feel confident and secure about their future. As an Agent Support Representative, you’ll be the first point of contact for our valued policyholders, agents, and internal teams—ensuring every interaction is handled with care, clarity, and professionalism.

This position is a great opportunity to showcase your bilingual communication skills and grow within a company that values integrity, collaboration, and continuous development.

What you’ll accomplish with us

As an Agent Support Representative, you’ll be at the core of our mission. Here are the main responsibilities:

• Communicate with customers via inbound/outbound calls, chat, email, and written correspondence in both English and Spanish.

• Explain policy coverage and respond to inquiries with clarity and empathy.

• Assess customer needs and determine when to escalate requests to other departments.

• Update policies and maintain accurate service logs.

• Stay informed on company products and procedures to provide accurate support.

• Maintain a positive and professional demeanor in a high-volume call center environment.

• Uphold compliance with all applicable laws, regulations, and internal policies.

What could accelerate your success in this role

We’re looking for someone who:

• Has strong phone etiquette and active listening skills.

• Demonstrates excellent written and verbal communication.

• Possesses strong attention to detail and organizational skills.

• Is adaptable, collaborative, and eager to learn.

• Has at least 1 year of customer service experience, preferably in a call center.

• Types at a minimum of 35 WPM and is proficient in MS Office and other systems.

• Can meet department KPIs within 6 months of hire.

• Is fluent in both English and Spanish (spoken and written).

Why you’ll love working with us

• A 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 supportive, in-office setting with a team that values your growth.

Competitive benefits

Flexible Health, Dental and Vision insurance, 401(k) + company match, PTO, employee and family assistance 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. 

Company

Posting End Date

About us

American 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 Inclusion

At 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.