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 strengthen relationships and encourage active selling of Americo products.
Prepare written correspondence, documentation, and follow-up communications as required.
Cross-Departmental Facilitation
Facilitate tasks and communication across internal departments — including Licensing, New Business, Commissions, and Underwriting — to ensure agent needs and service level commitments are met.
Collaborate with internal partners to resolve complex agent inquiries and ensure issues are fully resolved in a timely manner.
Serve as an advocate for the agent within Americo, tracking open items and following through until resolution.
Accurately document interactions, requests, and outcomes within contact center systems and workflow processing tools.
Service Quality & Operational Performance
Maintain high standards of quality, accuracy, and professionalism across every agent and distribution partner 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 agent services interactions.
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, distribution processes, licensing and contracting requirements, and industry regulations.
Embrace coaching, feedback, and performance conversations as opportunities for growth and improvement.
Stay current with process changes, product updates, system changes, 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 representatives, team leaders, supervisors, and cross-functional partners.
Contribute to team initiatives, knowledge sharing, and efforts to improve the overall agent service experience.
Represent Americo’s values and service standards in every interaction with agents, distribution partners, and internal colleagues.
Qualifications
Required Qualifications
High school diploma or equivalent required.
Strong verbal and written communication skills with a professional, polished service presence.
Relationship-oriented mindset with a genuine desire to help agents and distribution partners succeed.
Ability to learn, retain, and apply detailed product, process, and regulatory 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 documentation, transaction processing, and follow-through.
Ability to remain calm, professional, and solution-focused across a high volume of agent 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, contact center, inside sales, or distribution support experience.
Experience in insurance, financial services, or a regulated industry environment is a strong plus.
Familiarity with insurance licensing, contracting, or commission processes is highly desirable.
Experience navigating multiple computer applications or CRM systems simultaneously.
Proficiency with Microsoft Office and general business software applications.
Working Hours – M-F, 8AM – 5PM
Benefits
PTO & Leave
All new hires earn 3+ weeks of paid time off
Hours accrue upon hire
11 paid holidays annually
Bereavement
Jury duty
Paid maternal leave
Paid parental leave
Short-term and long-term disability
