Bilingual Policy Support Center Representative

Job Summary

We are currently looking for a Policy Support Center Representative. Our Policy Support Center department is the primary point of contact for policyholders calling Americo regarding their life insurance and annuity policies. 

We ensure representatives are successful with our formal training program that lasts approximately four weeks. Representatives are responsible for answering customer service phone calls, independently resolving customers’ problems, and processing basic Customer Service requests such as sending letters and forms, directing work as appropriate, and responding to email inquiries.

Job specifics:

• Location: Downtown, Kansas City, MO
• Schedule: Monday-Friday 8:00am-5:00pm - depending on daily call volumes, representatives may be required to stay later than 5:00pm to answer all calls on hold
• Work Model: Training will be full-time in-office (around 4-6 weeks), and then representatives will adhere to a 4-1 hybrid model (four days in the office, one day working from home) based on performance
• Compensation: $20 /hour bonus potential - hourly rate is based on education/knowledge, experience, skills, life insurance knowledge, etc.

What makes a successful PSC Representative?

This position may be perfect for you if you:

• Have a passion for people and a desire to help others
• Posses the skills to problem-solve independently 
• Have the ability to be courteous and patient with a positive attitude even when the situation is unpleasant
• 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?

PSC Representatives 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

• Answer phone calls from customers (and sometimes agents) in a timely and professional manner
• Complete customer service requests; for example, mailing forms, completing financial transactions, and processing address changes
• Assist customers with email requests for information

Knowledge, Skills, and Abilities 

• Fluent in Spanish (verbal and written)
• Excellent phone voice, grammar skills, and a strong desire to help people
• Typing speed of at least 30 wpm
• Ability to multi-task while accomplishing work-related items
• Detail-oriented with a strong sense of urgency
• Ability to build rapport while facilitating speedy resolution
• Ability to prioritize work to ensure timely completion of all tasks
• Ability to operate in a high-energy, ever-changing environment with assistance and direction
• Independent problem-solving abilities
• Desire and ability to take ownership of the situation and resolve problems
• Ability to work in a team environment

WHATS NEXT?

Our Hiring Process:

1. Resume review (approximately 3 business days)
2. HireVue digital interview (10-15 minutes answering a few questions like tell us about yourself etc).
3. Assessments (3 assessments)
4. Phone call with Recruiter (10 min)
5. In-Person Interview with Hiring Manager 

If you have additional questions email: recruiter@americo.com

WHY WORK AT AMERICO? 

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, annuity, and Medicare Supplement Insurance company providing innovative products to our customers. At Americo, it’s the people who make things work, so we hope you join us! 

We empower associates to take control of their development journey, and our in-house Talent Development team. All Talent Development offerings are designed to help employees succeed in their roles and grow in their careers.

What you’ll love about working at Americo:

Compensation: You’ll feel valued with our competitive pay and robust bonus program that’s offered to all associates.

Learning and development: We prepare you with a comprehensive, paid training program that will get you ready for success. Additionally, our Talent Development team creates a variety of development opportunities for associates at every stage of their careers.

Work-life balance: We place true value on work-life balance with our generous paid time off; you begin accruing hours right off the bat every month and it increases with tenure. All new hires earn over 4 weeks of paid time off annually, plus 11 paid company holidays! We also support new mothers with a generous new child leave program, along with paid STD and LTD.

Health and well-being: We commit to your health and well-being and are proud to offer comprehensive health and life insurance options including FSA or HSA accounts and subsidies to support your health and fitness goals through vendor partnerships at The Y, Orange Theory, WW, and more.

Future planning: Americo offers a 401(k) with a company match, and we provide child care and education tax credits or savings options.

Giving back: We support several local organizations like 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 Kansas City Corporate Challenge, and it’s 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 as a way for 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 to 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.