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About the Role

As a Bilingual Customer Service Representative, you will be at the core of our mission, processing cancellations, responding to lender requests, and resolving customer concerns.

Responsibilities

• Process cancellations for all products with accuracy and efficiency.
• Review cancellation requests for missing information, pending claims, and policy status.
• Assist with printing and mailing checks to the appropriate recipients.
• Respond to lender requests and maintain the Ford website.
• Manage work email to ensure timely communication.
• Answer high-volume calls from dealerships and customers regarding cancellations and service issues.
• Resolve customer concerns in a timely and professional manner.
• Support additional tasks as requested by the supervisor.

Requirements

• 2+ years of customer service experience, preferably in insurance, financial services, automotive, or related fields.
• Fluent in Spanish, both written and verbal.
• Located in Austin, TX and able to come into the office twice per month.
• Strong computer and MS Office skills, with the ability to learn new systems quickly.
• Knowledge of company products or the ability to learn them quickly.
• Ability to perform under pressure and manage multiple tasks.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.
• A positive, learning-oriented attitude.
• Ability to adapt well to procedural and organizational changes.
• Applicants must be authorized to work for any employer in the U.S.
• Unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations.

Skills

• Strong attention to detail
• Customer service excellence
• Strong analytical and problem-solving abilities
• Organizational skills and ability to prioritize

Location

• Austin, TX

Work Type

• Hybrid

Experience Level

• 2+ years

Benefits

• Flexible Health, Dental, and Vision insurance
• 401(k) + company match
• PTO plan
• Employee and family assistance program
• Ergonomic furniture program
• Performance bonus
• Medical, Dental, and Vision Insurance
• Company-Paid Term Life, AD&D Insurance, Long and Short-Term Disability Insurance
• Company-Paid Health Advocate Benefit
• Wellness Allowance
• Generous Paid Time Off Plan and Holidays
• 401(k) With Company Match
• Competitive Bonus Program
• Employee Assistance Program
• Employee Discount Program

About the Company

• iA American Warranty, L.P., American Amicable Group of Companies, iA American Life Insurance Company and Industrial Alliance Portfolio Management LLC are all part of iA Financial Group, one of the largest insurance and wealth management groups in North America.
• iA American has been thoughtfully built by iA Financial Group through the acquisition of several US based entities.
• Our suite of products and services includes automotive protection packages, reinsurance options, dealer support, direct-to-consumer products, in-house administration, life insurance, progressive special markets, and more!
• iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network.
• Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term.
• Our CEO Denis Ricard won #1 Insurance CEO in Canada from Glassdoor!
• iA American has been thoughtfully built by iA Financial Group through the acquisition of Innovative Aftermarket Systems (IAS), SouthwestRe, and Dealers Assurance Company (DAC).
• Our US headquarters is in Austin, TX.
• Our suite of products and services includes automotive protection packages, reinsurance options, dealer support, direct-to-consumer products, and in-house administration.
• American Amicable traces its roots back to 1910 and is a progressive special markets insurer.
• Based in Waco, TX, the Company offers innovative life insurance and annuity products developed to target the individual needs of protection, wealth creation, and estate preservation.
• iA Financial Group is the strength of a company with a human side, with its over 9,000 employees.
• Together, we have earned the trust of more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.
• With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States.
• The secret to our success? Investing in you, one person at a time.
• For over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.
• We’re invested in you.

Equal Opportunity

• Our differences make us unique, and even stronger. That’s why, at iA Financial Group, we are committed to supporting and celebrating diversity.
• We are continually building a team that is as diverse as the people and communities we serve.
• By combining our different ways of seeing and experiencing the world, we will always be stronger than the sum of our parts!