Agent Quality Manager

About the role:

We are seeking a highly skilled and experienced Agent Quality Manager to oversee our Agent Quality function. This individual will be responsible for end-to-end oversight of agent quality including detection, investigation, ongoing supervision, and actioning on agents. The successful candidate will play a crucial role in maintaining the integrity of our sales practices, detecting fraud, managing persistency, and upholding the highest standards of agent quality as we work to delight our customers.

Duties and Responsibilities:

Detection

1. Work with  Risk Operations and Insurance teams to identify, implement, and continuously evaluate fraud flags within our sales operations
2. Monitor dashboards that track persistency rates, fraud flags, and other key sales practices metrics in order to identify, understand, and respond to trends and emerging risk
3. Stay current on latest technology tools and threats to proactively improve our toolset and anticipate evolution in behaviors

Investigation

1. Maintain our framework for investigating and decisioning action based on reviews of potentially fraudulent activity
2. Work with a team of investigators and analysts who investigate flags, perform client outreach, review patterns of behavior and assess relevance and level of threat
3. Co-ordinates actions that should be taken as a result of investigations
4. Partners with and provides direction to Partner Operations teams on agent facing actions to mitigate risks and maintain compliance

Supervision

1. Proactive use of both created dashboards and other key data to supervise agent sales practices, as appropriate to the distribution method.
2. Stay current on industry regulations, market trends, and emerging risks to inform proactive risk mitigation efforts

Leadership

1. Collaborate with internal teams, such as Legal, Compliance, Insurance, and Operations, to ensure alignment on risk management strategies and initiatives
2. Lead cross-functional projects to enhance agent quality, improve sales processes, and drive operational efficiency
3. Communicate effectively with senior leadership and stakeholders to provide regular updates on risk management activities, issues, and recommendations

Qualifications and Skills:

1. Bachelor's degree in a relevant field (Finance, Business, Computer Science or related discipline). Master's degree preferred
2. A minimum of 10 years’ experience in the areas of analytics and/or business operations, including familiarity within the life insurance and financial services industry
3. Experience with middle market network marketing associations preferred
4. Life Insurance industry experience
5. Expert knowledge of insurance related matters and non-financial risks, including customer protection/sales practice, internal fraud, and other conduct risks
6. Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
7. Sound judgment, discretion, possessing a governance, risk, and control mindset with strong ethical standards
8. Practical, risk-based approach to compliance
9. Ability to work in a fast-paced environment with strong bias for impact

#LI-Remote #LI-AG1

The US national pay range for this full-time position is $131,006 - $256,875. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Please note that the compensation details listed in US role postings reflect the base salary + applicable bonus only, and do not include equity, or benefits.

You can find further details of our US benefits at https://www.ethoslife.com/careers/