Job Description

Agent Support Representative

Build the future with us

Are you driven by supporting customers with clarity, care, and accuracy and eager to contribute to a company that helps its clients feel confident and secure about their future? As an Agent Support Representative, you will play a key role in delivering exceptional service to policyholders, agents, and internal teams by resolving inquiries, explaining policy details, and ensuring accurate updates to customer accounts.

This position is a great opportunity to showcase your customer service 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 us

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

• Communicate with customers through inbound/outbound calls, chats, written correspondence, and email to resolve inquiries and provide policy information

• Explain policy coverage and address customer questions and concerns with clarity and professionalism

• Identify requests requiring escalation to other departments or management

• Provide timely follow‑up to customers when additional action is needed

• Update policies and complete daily service logs with accuracy

• Develop working knowledge of company products, policies, and internal resources

• Maintain a positive, professional demeanor in a high‑volume call center environment

• Work independently and collaboratively to meet personal and departmental goals

• Conduct business ethically, following all laws, regulations, and compliance standards

What could accelerate your success in this role

We’re looking for someone who:

• Is known for their strong phone presence and active listening skills

• Stands out for their positive, learning‑oriented attitude

• Demonstrates strong written and verbal communication abilities

• Is recognized for their attention to detail and organizational skills

• Has 1+ year of customer service experience, preferably in a call center environment

• Meets the Charter of the French Language requirement (if applicable): Beginner, intermediate, or advanced English proficiency, as the role involves communicating with customers, agents, and internal teams on a daily basis

Additional capabilities that support success:

• Minimum typing speed of 35 WPM

• Ability to meet department KPIs within 6 months

• Strong computer skills, including MS Office, and the ability to learn new systems quickly

• Solid research and problem‑solving skills

• Ability to prioritize, stay organized, and adapt to procedural or organizational changes

• Ability to work independently and as part of a team

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 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. 

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.