Support Specialist; Hybrid

Support Specialist (Hybrid) at Globe Life

Could you be our next Support Specialist
? American Income Life is looking for a Support Specialist to join the team! In this role, you will be responsible for assisting in resolving escalated consumer and agent‑related issues by gathering information and providing a detailed outline of all pertinent data. Monitor both internal and external reports as well as social media sites to identify, research & report areas of potential concern with a high degree of accuracy while maintaining strict confidentiality.

Includes placing a significant volume of outgoing calls to both internal and external customers, while using the utmost level of customer service as appropriate for sensitive situations. This is a hybrid position located in Waco, TX (WFH Monday & Friday, In‑Office Tuesday‑Thursday).

• Review and manage a number of scheduled (daily/weekly/monthly/etc.) reports to identify areas of possible concern; gather information to either resolve independently or summarize findings of research and elevate for direction on further action needed.
• Research and monitor quality and actions of independent contractors based on instructions given.
• Review Company records to provide documentation needed to solve problems of escalated formal complaints from both customers and independent contractors. This includes but is not limited to reviewing internal Company files, as well as frequently placing outgoing calls to customers and independent contractors.
• Review social media complaints related to agents or customers by following up on the allegations to resolve. Must use logical reasoning to differentiate between complaints that can be resolved independently versus those more serious in nature which require escalation for additional review prior to response.
• Prepare correspondence, communications, reports, and other documents.
• Work on additional projects as needed to provide team support.

• Experience providing support at a high level with a strong degree of accuracy.
• Prior experience or knowledge of Policy Owner Services, Policy Issue, Underwriting and Agency Departments.
• Proficient in computer skills and relevant software.
• Wide‑range knowledge of Company guidelines and procedures.
• Bi‑lingual an advantage.
• Effective organizational and planning skills.
• Strong interpersonal and communication skills, collaborate well as a team member but is also able to work well and problem solve with some degree of independence.
• Ability to multi‑task while maintaining a high attention to detail.
• Confidentiality.
• Flexible to working with ever changing deadlines on different projects.
• Microsoft Office skills – inclusive of Excel, Outlook, Word, SQL/Access and PowerPoint.

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well‑being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including a pension plan.
• Paid holidays and time off to support a healthy work‑life balance.
• Parental leave to help our employees welcome their new additions.
• Subsidized all‑in‑one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company‑paid counseling for assistance with mental health, stress management, and work‑life balance.
• Continued education reimbursement eligibility and company‑paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Seniority level: Entry level

Employment type: Full‑time

Job function: Other

Industries: Insurance

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.