Bilingual Customer Experience Associate

Americo is hiring a full-time Spanish-speaking Bilingual Customer Experience Associate to join our expanding team!

The hours for this position are Monday-Friday, 8:00 a.m.-5:00 p.m., with flexibility to stay later based on daily call volumes. This role is on-site at our Downtown Kansas City, MO office.

Overview

The Customer Experience Center serves as the primary point of contact for Americo policyholders. This department supports customers by answering questions, processing service requests, and providing guidance on life insurance and annuity products.

This role supports policyholders and agents and plays a key role in delivering best-in-class service via phone, while gaining broad insight into Americo and the life insurance and annuity industry.

This position may be perfect for you if you:

• Are fluent in Spanish
• Have a passion for people and a desire to help others
• Problem-solve independently
• Are courteous and patient with a positive attitude even in unpleasant situations
• Are comfortable with computers and navigating across multiple applications while on the phone with policyholders
• Enjoy talking with people! Our representatives take around nine calls an hour and need to communicate clearly and succinctly
• Enjoy learning new things! During training, our representatives learn about insurance and annuity products, administration systems, and more, and they must retain information and relay it clearly to a customer

What does a typical day look like?

• Customer Experience Associates log into a computer every morning and begin answering incoming calls from our policyholders. This is a high-volume call center where representatives answer back-to-back calls from Americo policyholders asking questions about their life insurance policy or annuity.
• Our representatives are trained to answer various questions from our policyholders, from simple things like, "How do I update my name on my policy?" to more complex questions like "How does my policy accumulate cash value, and can I take money from my policy now?" Representatives simultaneously navigate between multiple computer applications to gather information, answer questions, and explain specific details about the policy to the customer.
• Representatives will also respond to incoming email correspondence, create letters to be mailed, and create requests for other departments when needed.

Key Responsibilities

• Handle approximately 8-10 inbound calls per hour in a high-volume call center environment, delivering timely, professional service to policyholders
• Resolve 60+ customer inquiries per day related to life insurance and annuity policies, ranging from basic account updates to more complex policy explanations
• Accurately complete multiple customer service transactions per call, including address changes, form requests, customer education, and financial transactions
• Navigate 3-5 systems simultaneously while on active calls to research policies and provide real-time customer support
• Prepare and send written correspondence and policy-related letters as needed, ensuring compliance and accuracy
• Create and submit interdepartmental service requests to support efficient issue resolution
• Maintain quality, accuracy, and professionalism while managing back-to-back customer interactions throughout the day

Experience and Qualifications

• Professional Spanish fluency
• Communicate clearly and professionally while managing consistent call volumes throughout an 8-hour shift
• Type 50+ words per minute to document customer interactions accurately in real time
• Multi-task across multiple systems and applications while maintaining high-quality customer conversations
• Maintain close attention to detail to support high first-contact resolution and accurate policy updates
• Build rapport quickly and guide customers to resolution within time-sensitive service expectations
• Prioritize work effectively to manage simultaneous calls, emails, and follow-up tasks
• Perform successfully in a fast-paced, performance-driven environment with ongoing coaching and feedback
• Take ownership of customer issues and resolve them independently while contributing to team-wide service goals

Preferred Qualifications

• Associate degree (2-year degree) or relevant corporate experience strongly preferred
• Fast-paced Customer service or high-volume call center experience is a plus, but not required

About Us

Americo: We're in this for life!

The roots of the Americo family of companies date back more than 100 years. Americo is a life insurance and annuity company providing innovative products to our customers. At Americo, it's the people who make things work, so we hope you join us!

What You'll Love About Working at Americo:

Compensation

Our competitive pay and robust bonus program, offered to all associates, will make you feel valued.

Learning and development

We prepare you for success with a comprehensive, paid training program. Additionally, our Talent Development team creates various development opportunities for associates at every stage of their careers.

Work-life balance

We value work-life balance with our generous paid time off; you begin accruing hours every month, and they increase with tenure. All new hires earn over three weeks of paid time off annually, plus 11 paid company holidays! We also support new parents with a maternity and parental leave program, along with paid STD and LTD.

Health and well-being

We are committed to your health and are pleased to offer flexible benefits designed to support you and your family, with high quality coverage and meaningful company contributions.

Benefits include PPO and HDHP medical plan options with HSA and FSA eligibility, along with dental and vision coverage. Additionally, we provide company paid life insurance, disability coverage, a confidential EAP, a wellness program, comprehensive health resources, corporate fitness discounts, and a 401(k) plan with employer matching.

Future planning

Americo offers a 401(k) with a company match. We also have tuition reimbursement programs to further your education.

Giving back

We support several local organizations, such as Ronald McDonald House, Hope Lodge, the American Red Cross, Harvesters, and many more. Our associates volunteer their time and donate money alongside the company to make a difference in our community.

The fun stuff

Americo participates in the Kansas City Corporate Challenge, a great way to connect with coworkers. Additionally, we host events like a Royals Party at the K, a legendary Holiday Party, and in-office events with local vendors to allow associates to step away from work and enjoy each other's company.

Bustling environment

Our newly renovated offices are conveniently located in downtown Kansas City, within walking distance of your favorite restaurants and attractions. Plus, you'll receive complimentary paid parking near our Americo offices - downtown parking is a premium, but we've got you covered.

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