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).
What You Will Do:
- 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 escalate 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 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. 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.
- Maintain a professional and courteous demeanor at all times.
What You Can Bring:
- 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.
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:
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.
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.
Skills Required
- High School diploma or equivalent
- Minimum typing speed of 30 wpm
- Ability to operate standard office equipment and departmental software
- Ability to understand and apply oral and written instructions and demonstrate initiative
- Proficient communication skills including proper grammar, word usage, and punctuation in writing and verbally
Globe Life Compensation & Benefits Highlights
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Retirement Support — A company‑matched 401(k) plus a defined‑benefit pension are explicitly offered to eligible W‑2 employees. This combination provides long‑term retirement security beyond a standard match-only package.
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Parental & Family Support — Paid maternity leave (up to 6 weeks) and paid parental leave (up to 4 weeks) are included for eligible employees. These policies complement broader time‑off programs to support family needs.
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Healthcare Strength — Medical, dental, and vision coverage are provided alongside employer life insurance and short/long‑term disability. Wellness access such as gym/Wellhub is also included.
Globe Life Insights
What We Do
Globe Life is an insurance company with a mission centered on protecting the financial futures of working families. The company has operated for over a century, built on a foundation of discipline, ethics, and long-term thinking. Employees at Globe Life don't simply work in insurance. They help safeguard futures, show up in meaningful moments for real people, and contribute to something larger than a paycheck. The company's guiding statement, "We Make Tomorrow Better for Families and for the People Who Help Protect Them," reflects both its public mission and its commitment to the people who carry that mission forward every day.
Why Work With Us
Globe Life protects real families' financial futures, giving everyday work deeper meaning. Rooted in 100+ years of stability, ethics, and integrity, it's a place where employees grow with confidence. The culture values clarity, respect, and accountability, with real mobility, visible advancement, and intentional leadership development.
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Globe Life Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Work arrangements at Globe Life vary by role — onsite, remote, or hybrid (home Mon/Fri, office Tue–Thu). Every setup is matched to the job and team. Regardless of location, professionalism, collaboration, and accountability are always expected.
