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DIRECTOR: CUSTOMER & AGENT SERVICES
Location: St. Joseph, MO
Position Summary:
Americo is seeking a strategic, operationally focused, and people-centered leader to serve as Director, Customer and Agent Services. This role is responsible for leading Americo’s Customer Experience Center (CXC) and Agent Services (AGS) operations across two locations while driving operational excellence, workforce engagement, service modernization, and exceptional customer and agent experiences.
The Director will oversee customer and agent contact center operations, workforce planning, operational performance, quality assurance, hiring, onboarding, leadership development, training effectiveness, and continuous improvement initiatives. This leader will play a critical role in shaping the future of Americo’s customer and agent service operations through operational leadership, workforce development, process improvement, and the thoughtful adoption of modern service technologies.
In addition to enterprise operational leadership responsibilities, the Director will serve as the senior-most operational leader for Americo’s STJ Office Campus in St. Joseph, Missouri, helping foster a strong culture of engagement, accountability, collaboration, and operational excellence. This role requires a highly visible and engaged leader who can balance strategic thinking with operational execution while building high-performing teams, fostering a strong in-office culture, and modernizing service operations for the future.
Working Hours:
M-F, 8 am - 5 pm
Key Responsibilities
Operational Leadership
- Lead Customer Experience Center (CXC) and Agent Services (AGS) contact center operations across two locations.
- Ensure operational performance goals related to service levels, quality, productivity, workforce utilization, and customer experience are consistently achieved or exceeded.
- Drive operational consistency, accountability, and service excellence across CXC and AGS operations.
- Partner with Operations, Sales, and Marketing leadership to support long-term workforce scalability and operational growth initiatives.
- Develop, manage, and oversee operational budgets, staffing plans, technology investments, and resource allocation strategies to support service performance, workforce scalability, and operational objectives.
- Lead operational readiness, service continuity, and workforce resiliency planning efforts for CXC and AGS operations.
Customer & Agent Experience
- Develop and execute strategies to improve customer experience, agent experience, and overall service delivery.
- Promote a customer-centric and agent-focused culture throughout all service operations.
- Lead initiatives focused on improving call quality, operational responsiveness, associate effectiveness, and service outcomes.
- Utilize customer feedback, operational analytics, and quality insights to continuously improve the service experience.
Contact Center Performance Management
- Oversee contact center operational metrics including service levels, average speed of answer (ASA), average handle time (AHT), occupancy, schedule adherence, abandonment rates, productivity, quality assurance scores, customer satisfaction metrics, and workforce utilization.
- Leverage operational dashboards, analytics, reporting, and workforce management tools to improve performance and decision-making.
- Ensure operational processes support both efficiency and exceptional service experiences.
Hiring, Training & Workforce Development
- Lead workforce planning strategies to support policyholder and distributor growth and staffing stability.
- Partner with Recruiting, Human Resources, and Training to attract, hire, onboard, and retain high-performing talent.
- Oversee onboarding and training effectiveness for CXC and AGS operations.
- Build leadership development and succession planning strategies across CXC and AGS teams.
- Foster a culture focused on coaching, continuous learning, accountability, and professional growth.
Technology, AI & Operational Modernization
- Lead operational modernization initiatives across customer and agent service operations.
- Evaluate and implement emerging technologies that improve operational performance and service experiences.
- Partner with technology and operational teams to leverage AI-enabled service solutions, workforce optimization tools, speech and interaction analytics, automation technologies, contact center performance platforms, and customer engagement technologies.
- Support continuous improvement efforts focused on efficiency, service quality, workforce effectiveness, and operational scalability.
Regional Site Leadership
- Serve as the senior operational leader for Americo’s STJ Office Campus in St. Joseph, Missouri.
- Foster a strong culture of employee engagement, teamwork, accountability, and operational excellence across the site.
- Maintain a visible and accessible leadership presence within the office campus and operational teams.
- Reinforce Americo’s culture, values, leadership expectations, and service standards across all operational locations.
- Partner with Human Resources, Facilities, IT, Security, and enterprise support teams to ensure operational readiness and associate support.
- Support business continuity planning, operational resiliency, emergency preparedness, and service continuity efforts.
- Help create a positive and engaging workplace environment that supports associate retention, development, collaboration, and performance.
- Support future operational growth and scalability initiatives for the STJ Office Campus.
Qualifications
Required Qualifications
- Bachelor’s degree or equivalent operational leadership experience.
- 7+ years of progressive leadership experience in contact center, customer service, service operations, or related operational environments.
- Strong understanding of contact center performance metrics, workforce management, and operational analytics.
- Experience leading hiring, onboarding, training, coaching, and workforce development initiatives.
- Strong leadership, communication, organizational, and relationship-building skills.
- Ability to lead organizational change and operational transformation initiatives.
- Demonstrated ability to improve operational performance, workforce engagement, and customer experience outcomes.
Preferred Qualifications
- 5+ years of leadership experience managing managers, supervisors, and operational teams of 50+ total associates.
- Experience leading multi-site customer service or contact center operations.
- Experience within insurance, financial services, or other regulated industries.
- Experience with Cisco Webex Contact Center or similar cloud contact center platforms.
- Experience with workforce optimization platforms, contact center analytics, and operational reporting tools.
- Experience implementing AI-enabled customer service or operational automation solutions.
- Experience with speech analytics, quality assurance platforms, and interaction analytics technologies.
- Experience supporting operational startup, expansion, or multi-site service operations environments.
Benefits:
For more information or to apply now, please click the "Apply Now' button below.
SUPERVISOR: CUSTOMER EXPERIENCE CENTER
Location: St. Joseph, MO
Wage: $71,295-$89,119 + target 10% annual performance bonus
Position Summary:
The Customer Experience Center (CXC) Supervisor is a hands-on, front-line leadership role responsible for the day-to-day performance and development of a team of CXC Associates. This is a player/coach position — the Supervisor leads by example, actively participates alongside the team on the phones when volume spikes or service levels require it, and provides real-time coaching and guidance to drive consistent, high-quality service to Americo’s life insurance and annuity customers.
This role is ideal for someone who has earned the trust of a service team, understands what it takes to deliver great customer experiences firsthand, and is ready to step into a leadership role without stepping away from the work. The CXC Supervisor is the closest leadership presence to the associate team — visible, accessible, and engaged every day.
Working Hours:
M-F, 8 am - 5 pm
Key Responsibilities
Hands-On Service & Team Coverage
- Actively handle inbound customer phone calls, emails, and service requests alongside the associate team during volume spikes, staffing gaps, or periods where service levels are at risk.
- Serve as a working supervisor who maintains current product knowledge, system proficiency, and service skills to step in effectively at any time.
- Monitor real-time queue activity and service level performance, adjusting team resources and jumping in personally to protect customer wait times and SLA commitments.
- Model the service standards, professionalism, and customer-first behaviors expected of every CXC Associate.
Team Leadership & Associate Development
- Lead, coach, and support a team of CXC Associates in meeting individual and team performance goals, quality standards, and service KPIs.
- Conduct regular one-on-one feedback sessions, including recognition, coaching, and corrective action conversations.
- Monitor daily associate performance across key metrics including quality, productivity, schedule adherence, and customer satisfaction.
- Support the onboarding and early development of new associates, providing guidance and encouragement through the learning curve.
- Foster a positive, accountable, and team-oriented environment where associates feel supported and motivated to perform.
Service Quality & Escalation Management
- Review associate interactions for quality, accuracy, and compliance with company policies and regulatory requirements.
- Serve as the first point of escalation for complex or sensitive customer inquiries that require supervisor involvement.
- Identify trends in service quality or associate performance and flag observations and recommendations to CXC leadership.
- Ensure team adherence to established workflows, service standards, and compliance requirements.
- Maintain accurate interaction documentation and performance tracking to support reporting and accountability.
Coordination & Communication
- Communicate team updates, process changes, and service reminders clearly and in a timely manner.
- Partner with the CXC leadership on scheduling, staffing coverage, and workforce coordination needs.
- Participate in team meetings, training sessions, and operational huddles as directed.
- Relay associate feedback, service issues, and operational observations to the CXC leadership to inform planning and improvement efforts.
- Represent Americo’s values and service standards in every interaction with associates, customers, and internal partners.
Qualifications
Required Qualifications
- High school diploma or equivalent required; bachelor’s degree or some college preferred.
- 2+ years of customer service or contact center experience, with demonstrated strong performance as an individual contributor.
- Prior experience in a team lead, senior associate, or informal leadership role is strongly preferred.
- Genuine comfort with handling customer contacts personally, including during high-volume or high-pressure situations.
- Strong verbal and written communication skills, with the ability to deliver clear feedback and coaching.
- Ability to manage real-time floor activity while also keeping an eye on associate development and team culture.
- Proficiency in Microsoft Office; comfort navigating contact center systems and multiple applications simultaneously.
- Adaptability, reliability, and a team-first attitude.
Preferred Qualifications
- Experience in insurance, financial services, or a regulated customer service environment.
- Familiarity with contact center performance metrics, quality monitoring, and service level management.
- Experience with CRM platforms, contact center systems, or workforce management tools.
- Prior experience supporting new associate onboarding or training.
Benefits:
For more information or to apply now, please click the "Apply Now' button below.
CUSTOMER EXPERIENCE CENTER ASSOCIATE
Location: St. Joseph, MO
Wage: $41,026-$50,254 + target 5% annual performance bonus
Position Summary:
Americo’s Customer Experience Center (CXC) serves as the primary point of contact for life insurance and annuity customers, and the CXC Associate plays a vital role in delivering the service experience that defines our brand. In this role, you will handle inbound phone calls and emails, resolve customer inquiries, process policy transactions, and provide clear and empathetic communication to every customer you serve.
This position is ideal for someone who genuinely enjoys helping others, communicates with confidence and warmth, and thrives in a structured, team-oriented environment. As a CXC Associate, you will develop life insurance and annuity product knowledge, grow your professional skills, and build a meaningful career with a company committed to serving customers for life.
Working Hours:
M-F, 8 am - 5 pm
Key Responsibilities
Customer Service Delivery
- Provide professional, courteous, and empathetic service to Americo life insurance and annuity customers through inbound phone, email, and written contacts.
- Answer inquiries and process requests related to life insurance and annuity policies with accuracy and efficiency.
- Research policy information and clearly explain coverage details, benefits, available options, and next steps.
- Complete account updates, financial transactions, and other policy service requests accurately and within established guidelines.
- Prepare written correspondence, documentation, and follow-up communications as required.
- Collaborate with internal departments to resolve complex customer inquiries and ensure issues are fully resolved.
Service Quality & Operational Performance
- Maintain high standards of quality, accuracy, and professionalism across every customer interaction.
- Handle a consistent volume of inbound phone calls and emails while meeting or exceeding established service level, quality, and productivity goals.
- Adhere to all company policies, compliance guidelines, and regulatory requirements governing service interactions.
- Accurately document interactions and outcomes within contact center systems and workflow processing tools.
- Demonstrate schedule adherence and reliability to support team staffing and service continuity.
Learning & Professional Development
- Actively participate in initial onboarding, product training, and ongoing professional development programs.
- Continuously build knowledge of Americo’s life insurance and annuity products, policy servicing processes, and industry regulations.
- Embrace coaching, feedback, and performance conversations as opportunities for growth and improvement.
- Stay current with process changes, system updates, and service standards as they evolve.
- Contribute to a culture of continuous learning, team collaboration, and service excellence.
Team Collaboration & Culture
- Support a positive, professional, and team-oriented workplace environment.
- Collaborate effectively with fellow associates, team leaders, supervisors, and cross-functional partners.
- Contribute to team initiatives, knowledge sharing, and efforts to improve the overall service experience.
- Represent Americo’s values and service standards in every interaction with customers, agents, and internal partners.
Qualifications
Required Qualifications
- High school diploma or equivalent required.
- Strong verbal and written communication skills with a professional and courteous service presence.
- Customer service mindset with a genuine desire to help others resolve issues and understand their needs.
- Ability to learn, retain, and apply detailed product and process information.
- Strong problem-solving, critical-thinking, and active listening skills.
- Ability to multitask, navigate multiple computer systems simultaneously, and manage time effectively.
- Attention to detail and commitment to accuracy in data entry, documentation, and transaction processing.
- Ability to remain calm, professional, and positive across a high volume of customer interactions.
- Comfortable working in a structured, in-office, team-oriented contact center environment.
Preferred Qualifications
- Associate’s degree or equivalent work experience.
- 1+ years of customer service, call center, retail, or other service-oriented experience.
- Experience navigating multiple computer applications or CRM systems simultaneously.
- Exposure to insurance, financial services, or other regulated industry environments is a plus.
- Proficiency with Microsoft Office and general business software applications.
Benefits:
For more information or to apply now, please click the "Apply Now' button below.
AGENT SERVICES REPRESENTATIVE
Location: St. Joseph, MO
Wage: $41,026-$50,254 + target 5% annual performance bonus
Position Summary:
Americo’s Agent Services (AGS) team serves as the primary point of contact for the agents and distribution partners who sell our life insurance and annuity products, and the Agent Services Representative plays a vital role in delivering the support experience that keeps our distribution channel strong. In this role, you will handle inbound phone calls and emails from agents and Independent Marketing Organizations (IMOs), resolve inquiries, facilitate business processes, and provide clear and knowledgeable communication to every distribution partner you serve.
This position is ideal for someone who enjoys building relationships, communicates with confidence and professionalism, and thrives in a fast-paced, team-oriented environment. As an Agent Services Representative, you will develop deep knowledge of Americo’s life insurance and annuity products, licensing and contracting processes, and distribution support workflows — and build a meaningful career with a company committed to supporting its agents for life.
Working Hours:
M-F, 8 am - 5 pm
Key Responsibilities
Agent & Distribution Partner Support
- Provide professional, knowledgeable, and responsive service to Americo agents and Independent Marketing Organizations (IMOs) through inbound phone, email, and written contacts.
- Serve as a single point of contact for agents who have questions or need assistance related to product knowledge, licensing and contracting, new business, commissions, agent debt, or underwriting.
- Research agent account information and clearly explain processes, requirements, available options, and next steps.
- Provide sales support including product and system information, running illustrations, placing orders, and assisting with application completion.
- Make proactive outreach calls to new and existing agents to strengthen relationships and encourage active selling of Americo products.
- Prepare written correspondence, documentation, and follow-up communications as required.
Cross-Departmental Facilitation
- Facilitate tasks and communication across internal departments — including Licensing, New Business, Commissions, and Underwriting — to ensure agent needs and service level commitments are met.
- Collaborate with internal partners to resolve complex agent inquiries and ensure issues are fully resolved in a timely manner.
- Serve as an advocate for the agent within Americo, tracking open items and following through until resolution.
- Accurately document interactions, requests, and outcomes within contact center systems and workflow processing tools.
Service Quality & Operational Performance
- Maintain high standards of quality, accuracy, and professionalism across every agent and distribution partner interaction.
- Handle a consistent volume of inbound phone calls and emails while meeting or exceeding established service level, quality, and productivity goals.
- Adhere to all company policies, compliance guidelines, and regulatory requirements governing agent services interactions.
- Demonstrate schedule adherence and reliability to support team staffing and service continuity.
Learning & Professional Development
- Actively participate in initial onboarding, product training, and ongoing professional development programs.
- Continuously build knowledge of Americo’s life insurance and annuity products, distribution processes, licensing and contracting requirements, and industry regulations.
- Embrace coaching, feedback, and performance conversations as opportunities for growth and improvement.
- Stay current with process changes, product updates, system changes, and service standards as they evolve.
- Contribute to a culture of continuous learning, team collaboration, and service excellence.
Team Collaboration & Culture
- Support a positive, professional, and team-oriented workplace environment.
- Collaborate effectively with fellow representatives, team leaders, supervisors, and cross-functional partners.
- Contribute to team initiatives, knowledge sharing, and efforts to improve the overall agent service experience.
- Represent Americo’s values and service standards in every interaction with agents, distribution partners, and internal colleagues.
Qualifications
Required Qualifications
- High school diploma or equivalent required.
- Strong verbal and written communication skills with a professional, polished service presence.
- Relationship-oriented mindset with a genuine desire to help agents and distribution partners succeed.
- Ability to learn, retain, and apply detailed product, process, and regulatory information.
- Strong problem-solving, critical-thinking, and active listening skills.
- Ability to multitask, navigate multiple computer systems simultaneously, and manage time effectively.
- Attention to detail and commitment to accuracy in documentation, transaction processing, and follow-through.
- Ability to remain calm, professional, and solution-focused across a high volume of agent interactions.
- Comfortable working in a structured, in-office, team-oriented contact center environment.
Preferred Qualifications
- Associate’s degree or equivalent work experience.
- 1+ years of customer service, contact center, inside sales, or distribution support experience.
- Experience in insurance, financial services, or a regulated industry environment is a strong plus.
- Familiarity with insurance licensing, contracting, or commission processes is highly desirable.
- Experience navigating multiple computer applications or CRM systems simultaneously.
- Proficiency with Microsoft Office and general business software applications.
Benefits:
For more information or to apply now, please click the "Apply Now' button below.