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About the Role

As a Bilingual Customer Service Representative, you will play a key role in supporting customers, dealerships, and lenders by processing cancellations, resolving service inquiries, and ensuring accurate and timely handling of requests. This position is a great opportunity to showcase your customer service expertise and fully realize your potential within a caring and trustworthy company.

Responsibilities

• Process cancellations for all products accurately and efficiently.
• Review cancellation requests for completeness, pending claims, and policy status.
• Assist with printing and mailing refund checks to the appropriate recipients.
• Respond to lender inquiries and maintain information on the Ford website.
• Manage departmental email communications and ensure timely responses.
• Answer high-volume inbound calls from dealerships and customers regarding cancellations, policy inquiries, and service concerns.
• Resolve customer issues and concerns in a professional and timely manner.
• Provide outstanding customer service to customers and business partners while maintaining a positive customer experience.
• Support additional departmental tasks and special projects as assigned.

Requirements

• Strong attention to detail and accuracy.
• Customer service excellence and commitment to customer satisfaction.
• Strong analytical and problem-solving abilities.
• Organizational skills and ability to prioritize multiple tasks effectively.
• 2+ years of customer service experience, preferably within insurance, financial services, automotive, or a related industry.
• Fluent in Spanish, both written and verbal.
• Located in Austin, TX and able to work in a hybrid environment, including in-office attendance twice per month.
• Strong computer skills, including proficiency with Microsoft Office applications and the ability to quickly learn new systems.
• Strong written and verbal communication skills.
• Works effectively both independently and as part of a team.
• Adaptability in a changing business environment.
• Positive, learning-oriented attitude and a commitment to continuous improvement.
• English proficiency (intermediate to advanced) is required.
• 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

• Spanish fluency
• English proficiency
• Customer service
• Problem-solving
• Microsoft Office applications

Location

• Austin, TX

Work Type

• Hybrid

Experience Level

• 2+ years of customer service experience

Benefits

• Flexible Health, Dental and Vision insurance
• 401(k) + company match
• PTO Plan
• Employee and family assistance program
• Ergonomic furniture program
• Performance bonus

About the Company

• iA American Warranty LP, 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.
• 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 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.

Equal Opportunity

• 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!