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Consumer Relations

3 months ago

Waco, United States American Income Life Full time
Job Description

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. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

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 help Make Tomorrow Better.

Role Overview:

Could you be our next Consumer Relations & Resolutions Specialist? American Income Life is looking for an experienced Consumer Relations & Resolutions Specialist to join the team

In this role, you will be responsible for research and resolving sensitive escalated customer/consumer related issues tied to agent/field mishandling and/or misconduct that involve violation of Company policy and/or regulatory insurance laws. This includes complaints and allegations referred both internally and externally and involves frequent written communication with Consumers/Customers, SGAs, Executive Sales Leadership, Internal Department Management Teams, Regulatory Bodies (Attorney General, Department of Insurance, etc.), Legal Department and Attorneys.

This is a hybrid position located in [city, state] (WFH Monday & Friday, In Office Tuesday-Thursday).

What You Will Do:

  • Research and monitor quality & actions of independent contractors where allegations of fraud, misrepresentation or other inappropriate action has been alleged. After research and investigation, recommend and follow through on actions deemed appropriate for the agent (s) involved.
  • Research and solving problems of escalated formal complaints from customers and independent contractors.
  • Handle all social media complaints related to agents or customers by following up on the allegations, proposing a response, and forwarding to TMK social media for finalizing and resolving the complaint.
  • Document and summarize findings of research regarding complaints, fraud, misrepresentation that can be used in communication with Ex. Sales Management and regulatory entities as needed
  • Handle complaints received from regulatory bodies such as the Department of Insurance, Better Business Bureau, and the Attorney General's office among others and prepare responses within the time frame allotted.
  • Assisting Legal with research and review of customer related or agent related litigation as needed.
  • Speak directly with customers, agents and State General Agents and be able to propose or assist with a resolution to complaints.
  • Prepare and edit correspondence, communications, presentations, reports and other documents
  • Perform frequent audits of business submitted by independently contracted sales representatives and newly contracted agent files.
  • Manages time effectively and works independently in establishing responsible deadlines
  • Work independently and be able to recommend courses of action based on the findings of a research
What You Can Bring:
  • High-School Diploma.
  • Must have knowledge of the insurance industry, preferably knowledge of the Company's internal processes with both customers and independently contracted agents.
  • Strong organizational and time management skills with experience in meeting deadlines.
  • Must possess a complete understanding of policies and benefits as they relate to the policy owner and/or claimant.
  • Experience managing multiple priorities with ability to make changes when needed.
  • Strong analytical, quantitative, investigative, interpersonal and communication skills, both oral and written.
  • Proven problem-solving skills using deductive reasoning
  • Communication skills
  • Judgment and decision making ability
  • Confidentiality


Applicable To All Employees of Globe Life Family of Companies:
  • Reliable and predictable attendance of your assigned shift.
  • Ability to work full time and/or part time based on the position specifications.


How American Income Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at American Income Life:
  • Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.
  • Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
  • Education Assistance Program to support employees who wish to continue their education for professional development.
  • Wellness club reimbursements and gym discounts to help you stay on top of your health.
  • Paid holidays and time off to support a healthy work-life balance.
  • Parental leave to help our employees welcome their new additions.
  • Development training programs to enhance your skills and career progression and unlock your full potential.


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.