Client Experience Representative (Bilingual)

iA Financial Group (Industrial Alliance)•Waco, TX

1d•Hybrid

About The Position

Are you driven by delivering exceptional customer service and eager to contribute to 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 supporting policyholders, agents, and internal partners by providing accurate information, resolving inquiries, and ensuring a positive customer experience in every interaction. This position is a great opportunity to showcase your communication skills, service mindset, and ability to support customers with care and professionalism. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation. As a Client Experience Representative, you’ll be at the core of our mission.

Requirements

Is known for their strong phone presence and active listening skills
Stands out for their friendly, positive, learning‑oriented attitude
Demonstrates strong computer proficiency and the ability to learn new systems quickly
Is recognized for their attention to detail and strong written and verbal communication skills
Has 1+ year of customer service experience, preferably in a call center environment
Is bilingual (English + Spanish or French), enabling clear communication with a diverse customer base across multiple channels
Intermediate English proficiency may be required, as the role involves communicating with customers, agents, and internal teams on a daily basis

Nice To Haves

Solid research and problem‑solving abilities
Strong organizational and prioritization skills
Ability to work independently and as part of a team
Adaptability to procedural and organizational changes

Responsibilities

Communicate with customers through inbound/outbound calls, chats, written correspondence, and email to resolve inquiries and provide policy information
Explain policy coverage details and address customer questions and concerns
Identify requests that require escalation or review by other departments or management
Provide timely and appropriate follow‑up to customers
Update policies and complete daily service logs
Develop a strong understanding 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 in accordance with all laws, regulations, and compliance requirements
Perform other duties as assigned