Support Specialist; Hybrid

Role Overview

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better. Role Overview:
Could you be our next Support Specialist? American Income Life is looking for a Support Specialist to join the team! This role is responsible for assisting in the resolution of escalated consumer and agent‑related issues by gathering information and providing detailed summaries of all pertinent data. It involves monitoring and following up on internal and external reports, a group mailbox, and social media sites to identify, research, and report areas of potential concern with a high degree of accuracy, while maintaining strict confidentiality.

The role also includes placing periodic outgoing calls to both internal and external customers, applying the utmost level of customer service 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, including but not limited to reviewing internal Company files, as well as placing outgoing calls to customers and independent contractors.
• Review incoming complaints from multiple sources related to agents or customers by following up on the allegations in an effort to resolve.
• 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.
• Maintain a professional and courteous demeanor at all times.

• High School diploma or equivalent.
• Minimum typing requirement of 30 wpm.
• Ability to operate standard office equipment as well as various software packages required by the department.
• Ability to understand and apply a variety of oral and written instructions and demonstrate initiative.
• Proficient communication skills including proper grammar, word usage, and punctuation in writing and verbally.

• 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.