Job Description At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better. Role Overview: Could you be our next Support Specialist? American Income Life is looking for a Support Specialist to join the team! In this role, you will be responsible for assisting in resolving escalated consumer and agent related issues by gathering information and providing a detailed outline of all pertinent data. Monitor both internal and external reports as well as social media sites to identify, research & report areas of potential concern with a high degree of accuracy while maintaining strict confidentiality. Includes placing a significant volume of outgoing calls to both internal and external customers, while using the utmost level of customer service as appropriate for sensitive situations. This is a hybrid position located in Waco, TX (WFH Monday & Friday, In Office Tuesday-Thursday)What You Will Do:
- Review and manage a number of scheduled (daily/weekly/monthly/etc.) reports to identify areas of possible concern; gather information to either resolve independently or summarize findings of research and escalate for direction on further action needed.
- Research and monitor quality and actions of independent contractors based on instructions given.
- Review Company records to provide documentation needed to solve problems of escalated formal complaints from both customers and independent contractors. This includes but is not limited to reviewing internal Company files, as well as frequently placing outgoing calls to customers and independent contractors.
- Review social media complaints related to agents or customers by following up on the allegations to resolve. Must use logical reasoning to differentiate between complaints that can be resolved independently versus those more serious in nature which require escalation for additional review prior to response.
- Prepare correspondence, communications, reports, and other documents.
- Work on additional projects as needed to provide team support.
What You Can Bring:
- Experience providing support at a high level with a strong degree of accuracy.
- Prior experience or knowledge of Policy Owner Services, Policy Issue, Underwriting and Agency Departments.
- Proficient in computer skills and relevant software.
- Wide-range knowledge of Company guidelines and procedures.
- Bi-lingual an advantage.
- Effective organizational and planning skills.
- Strong interpersonal and communication skills, collaborate well as a team member but is also able to work well and problem solve with some degree of independence.
- Ability to multi-task while maintaining a high attention to detail.
- Confidentiality.
- Flexible to working with ever changing deadlines on different projects.
- Microsoft Office skills - inclusive of Excel, Outlook, Word, SQL/Access and PowerPoint.
How American Income Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at American Income Life:
- Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.
- Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
- Wellness club reimbursements and gym discounts to help you stay on top of your health.
- Paid holidays and time off to support a healthy work-life balance.
- Development training programs to enhance your skills and career progression and unlock your full potential.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.