You will need 1-year experience with insurance regulations and agent responsibilities in Life, Medicare for this role. Good chance for someone in insurance to move away from being an agent and into another area.
About the Position
This position is responsible for ensuring that our agents (focused on Medicare) can be successful on the platform while remaining compliant for every policy sale. You will spend most of your time calibrating our reviewers and agents with the current sales practice and compliance requirements. This will be through weekly calibration calls with our reviewers, re-reviewing our reviewers for accuracy, and through training with our agents. Along with this, you will be involved in documenting and communicating trends to various groups weekly, monthly, quarterly, etc.
Utilizing the reports you will then recommend appropriate corrective actions to take with an agent or agents when applicable based on our disciplinary process. Although you will focus on Life and Property & Casualty, you will be expected to assist in other team projects as we continue to grow our oversight function into other lines of business.
Responsibilities
Receives weekly reports on agent-flagged calls.
Listens to agents’ policy sales call recordings and scores them using online scorecards.
Reviews and follows the process of action including disciplinary processes (review call, apply grid, intake form completed, and corrective action recommendation)
Assists with call review oversight work by listening to calls already scored by call reviewers and, if necessary, by re-scoring calls to ensure that the call reviews are calibrated to Assurance’s and carriers’ guidelines.
Review agent disciplinary actions to be sure they are made according to written guidelines and procedures.
Make recommendations for corrective actions/ terminations based on written guidelines including presenting the disciplinary plan to the internal Assurance team.
Document and communicate any trends and issues from call reviews to support ideas for better agent training, for better call reviewer training, and for better processes.
Collaborate with sales to ensure our agents’ scorecard requirements are fully transparent (mainly as changes occur due to updated rules/regulations).
Support the implementation of a lexicon of keywords and phrases around compliance risks and sales practice issues in a call transcription tool.
Approximately completes 10-12 reviews per day.
Willing to multiple parts of the business and assist in the creation of oversight as we grow into new lines of insurance.
Qualifications
2-3 years working in compliance or on an oversight team
1-year experience with insurance regulations and agent responsibilities in Life, Medicare Advantage/Supplement, short-term medical, and/or AD&D insurance plans
Proficiency in Microsoft Office; tech savvy and able to work in multiple systems and reports.