Bilingual Agent Services Representative

Spanish-Speaking Bilingual Agent Services Representative

Americo's Agent Services (AGS) team serves as the primary point of contact for the agents and distribution partners who sell our life insurance and annuity products. As a Spanish-Speaking Bilingual Agent Services Representative, you will play a critical role in delivering exceptional service and support to agents and Independent Marketing Organizations (IMOs) by handling inbound phone calls, emails, and service requests while facilitating business processes across multiple departments.

This position serves as a single point of contact for agents who need assistance with product knowledge, system support, licensing and contracting, commissions, agent debt, new business, or underwriting. The ideal candidate enjoys building relationships, solving problems, and providing outstanding customer service in a fast-paced, team-oriented environment.

Key Responsibilities

Agent & Distribution Partner Support

• Provide professional, knowledgeable, and responsive support to Americo agents and Independent Marketing Organizations (IMOs) through inbound phone calls, emails, and written correspondence.
• Serve as a single point of contact for agents needing assistance with product knowledge, licensing and contracting, commissions, agent debt, underwriting, system support, and new business processes.
• Research agent account information and clearly explain processes, requirements, available options, and next steps.
• Provide sales support including product and system information, running illustrations, placing orders, and assisting with application completion.
• Make proactive outreach calls to new and existing agents to build relationships and encourage sales of Americo products.
• Prepare follow-up communications and documentation as needed.

Cross-Departmental Facilitation

• Facilitate tasks and communication across Licensing, New Business, Commissions, Underwriting, and other departments to ensure agent needs and service level commitments are met.
• Collaborate with internal partners to resolve inquiries and ensure timely resolution of agent concerns.
• Serve as an advocate for agents by tracking open items and following through until resolution.
• Accurately document interactions, requests, and outcomes within contact center systems and workflow tools.

Service Quality & Operational Performance

• Maintain high standards of quality, accuracy, and professionalism in every interaction.
• Manage a consistent volume of phone calls and emails while meeting established service, productivity, and quality goals.
• Adhere to company policies, compliance requirements, and regulatory guidelines.
• Demonstrate reliability and schedule adherence to support team service levels.

Learning & Professional Development

• Participate in onboarding, product training, and ongoing employee development opportunities.
• Continuously build knowledge of Americo's life insurance and annuity products, distribution processes, and industry regulations.
• Embrace coaching and feedback to support professional growth and performance improvement.
• Stay current on product enhancements, process updates, and system changes.

Team Collaboration & Culture

• Support a positive, professional, and team-oriented work environment.
• Collaborate effectively with fellow representatives, supervisors, and cross-functional partners.
• Contribute to knowledge sharing and continuous improvement efforts that enhance the agent experience.
• Represent Americo's values and service standards in every interaction.

Qualifications

Required Qualifications

• High school diploma or equivalent required.
• Professional Spanish speaking and writing skills required.
• Strong verbal and written communication skills with a professional and polished service approach.
• Excellent phone presence, grammar, and a genuine desire to help others.
• Strong customer service mindset with the ability to build rapport and resolve issues efficiently.
• Ability to learn, retain, and apply detailed product, process, and regulatory information.
• Strong problem-solving, critical-thinking, and active listening skills.
• Ability to multitask and navigate multiple computer systems simultaneously.
• Strong attention to detail and commitment to accurate documentation and follow-through.
• Ability to work independently and take ownership of situations through resolution.
• Ability to remain calm, professional, and solution-focused in a fast-paced environment.
• Typing speed of at least 35 words per minute.
• 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, contact center, inside sales, insurance support, or related experience.
• Experience in insurance, financial services, or another regulated industry is highly preferred.
• Familiarity with insurance licensing, contracting, commissions, underwriting, or new business processes.
• Experience using CRM systems and multiple business applications simultaneously.
• Proficiency with Microsoft Office and general business software applications.
• Knowledge of life insurance products, contracts, and insurance concepts is a plus.

Key Competencies

• Relationship-building and customer service excellence
• Effective communication in both English and Spanish
• Attention to detail and accuracy
• Initiative and independent problem-solving
• Adaptability in a fast-paced environment
• Strong sense of urgency and accountability
• Teamwork and collaboration
• Professionalism and positive attitude