Bilingual Customer Experience Center Associate

Job Description

Job Description

Bilingual Customer Experience Center Associate

Customer Experience Center | St. Joseph, Missouri

Position Summary

Americo’s Customer Experience Center (CXC) serves as the primary point of contact for life insurance and annuity customers, and the CXC Associate plays a vital role in delivering the service experience that defines our brand. In this role, you will handle inbound phone calls and emails, resolve customer inquiries, process policy transactions, and provide clear and empathetic communication to every customer you serve.

This position is ideal for someone who genuinely enjoys helping others, communicates with confidence and warmth, and thrives in a structured, team-oriented environment. As a CXC Associate, you will develop life insurance and annuity product knowledge, grow your professional skills, and build a meaningful career with a company committed to serving customers for life.

Key Responsibilities

Customer Service Delivery

• Provide professional, courteous, and empathetic service to Americo life insurance and annuity customers through inbound phone, email, and written contacts.
• Answer inquiries and process requests related to life insurance and annuity policies with accuracy and efficiency.
• Research policy information and clearly explain coverage details, benefits, available options, and next steps.
• Complete account updates, financial transactions, and other policy service requests accurately and within established guidelines.
• Prepare written correspondence, documentation, and follow-up communications as required.
• Collaborate with internal departments to resolve complex customer inquiries and ensure issues are fully resolved.

Service Quality & Operational Performance

• Maintain high standards of quality, accuracy, and professionalism across every customer interaction.
• Handle a consistent volume of inbound phone calls and emails while meeting or exceeding established service level, quality, and productivity goals.
• Adhere to all company policies, compliance guidelines, and regulatory requirements governing service interactions.
• Accurately document interactions and outcomes within contact center systems and workflow processing tools.
• Demonstrate schedule adherence and reliability to support team staffing and service continuity.

Learning & Professional Development

• Actively participate in initial onboarding, product training, and ongoing professional development programs.
• Continuously build knowledge of Americo’s life insurance and annuity products, policy servicing processes, and industry regulations.
• Embrace coaching, feedback, and performance conversations as opportunities for growth and improvement.
• Stay current with process changes, system updates, and service standards as they evolve.
• Contribute to a culture of continuous learning, team collaboration, and service excellence.

Team Collaboration & Culture

• Support a positive, professional, and team-oriented workplace environment.
• Collaborate effectively with fellow associates, team leaders, supervisors, and cross-functional partners.
• Contribute to team initiatives, knowledge sharing, and efforts to improve the overall service experience.
• Represent Americo’s values and service standards in every interaction with customers, agents, and internal partners.

Qualifications

Required Qualifications

• Professional Spanish skills
• High school diploma or equivalent required.
• Strong verbal and written communication skills with a professional and courteous service presence.
• Customer service mindset with a genuine desire to help others resolve issues and understand their needs.
• Ability to learn, retain, and apply detailed product and process information.
• Strong problem-solving, critical-thinking, and active listening skills.
• Ability to multitask, navigate multiple computer systems simultaneously, and manage time effectively.
• Attention to detail and commitment to accuracy in data entry, documentation, and transaction processing.
• Ability to remain calm, professional, and positive across a high volume of customer interactions.
• Comfortable working in a structured, in-office, team-oriented contact center environment.

Preferred Qualifications

• Associate’s degree or equivalent work experience.
• 1+ years of customer service, call center, retail, or other service-oriented experience.
• Experience navigating multiple computer applications or CRM systems simultaneously.
• Exposure to insurance, financial services, or other regulated industry environments is a plus.
• Proficiency with Microsoft Office and general business software applications.

Compensation Range: $41,026-$50,254 + 5% target performance bonus