Job Description

Client Experience Representative

Build the future with us

Are you driven by providing excellent customer service 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 be the front line of support for policyholders, agents, and internal customers, helping identify their needs and providing excellent service in every interaction.

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 us

As a Client Experience Representative, you’ll be at the core of our mission.

Here are the main responsibilities:

• Communicate with customers through inbound and outbound phone calls, chats, written correspondence, and email to ensure successful resolution of inquiries and requests for policy information.
• Explain policy coverage information and provide details in response to customer questions and concerns.
• Determine which requests should be forwarded for review by other departments or management and provide appropriate follow-up to customers when needed.
• Make updates to policies, complete service logs daily, and 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.

What could accelerate your success in this role

We’re looking for someone who:

• Is known for their strong phone, active listening, and customer service skills.
• Stands out for their friendly, positive, and learning-oriented attitude.
• Demonstrates strong written and verbal communication, attention to detail, research, and problem-solving skills.
• Is recognized for their ability to stay organized, prioritize effectively, adapt to change, and work both independently and as part of a team.
• Has a high school diploma or GED and at least one year of customer service experience, preferably in a call center environment.
• Has strong computer and Microsoft Office skills and the ability to learn new software systems and company products quickly.
• Can type a minimum of 35 WPM.
• Can meet department KPIs within six months of hire while contributing to department goals and objectives.
• Can meet the attendance expectations of the department.

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.

Technology and Artificial Intelligence in Recruitment

To optimize and support our recruitment process, iA Financial Group may use certain technological tools, including artificial intelligence. These tools support the work of our recruiters but do not replace their judgment. All hiring decisions continue to be made by authorized individuals within the organization. For more information, please refer to our Privacy Notice.