About Assurance

Assurance IQ is a technology company headquartered in Seattle. We were acquired by Prudential (NYSE: PRU) to further the joint mission of improving financial wellness across the world.

Our team of world class software engineers, data scientists, and business professionals work every day to expand our product offerings and the reach of our platform. We simplify the complex world of insurance and financial services into straightforward, valuable solutions to improve people's lives. We start by asking customers a few questions, so our system can learn about their needs; from there, our ground-breaking, proprietary platform takes over and analyzes the thousands of data points that make customers unique. This is how we create custom-tailored plans for each customer; plans built precisely for their needs and budget. Our platform serves as the intersection between customer and seller, technology, and the human touch.

At Assurance, we are innovative, persevering, collaborative, calculated, and authentic, and we're working together to improve the lives of millions!

About the Position

The Oversight Review Associate (focused on Medicare) is responsible for ensuring that our agents 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-evaluating reviewer scoring for accuracy, training with our agents, and communicating carrier requests to appropriate team leaders. Along with this you will be involved in documenting and communicating trends to a variety of groups on a weekly, monthly, quarterly basis. Utilizing the reports, you will then recommend appropriate corrective actions to take with an agent or agents when appropriate based on our disciplinary process. In addition, you will be expected to triage carrier requests received via email; assign the request/action to the appropriate sales manager for timely and accurate agent coaching and completion; meet stringent carrier response deadlines; and track status of carrier requests/responses for the sales leaders. Although you will have a focus on Medicare, you will be expected to assist in other team projects as we continue to grow our oversight function into other lines of business.

Responsibilities

• Receive weekly reports on agent flagged calls.
•  Listen to agents’ policy sales call recordings and scores them using online scorecards.
• Review, communicate, track, and ensure timely completion of all carrier requests including, but not limited to agent coaching and trainings.
• 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 performed according to written guidelines and procedures.
• Make recommendations for corrective actions/ terminations based on written guidelines including presenting disciplinary plan to internal Assurance team.
• Document and communicate any trends and issues from call reviews to support ideas for better agent training, better call reviewer training, and better processes.
• Collaborate with sales to ensure scorecard requirements are fully transparent for our agents (especially as changes occur due to updated rules/regulations).
• Support the implementation of a lexicon of key words and phrases around compliance risks and sales practice issues.
• Assist in multiple parts of the business and in the creation of oversight as we grow into new lines of insurance.

Qualifications & Experience

• 1-2 year experience in insurance regulations and agent responsibilities in Life, Medicare Advantage/Supplement, P&C, short term medical and/or AD&D insurance plans. Or equivalent experience or education in other highly regulated industries.
• Experience in developing productive and respectful relationships across multiple teams.
• Microsoft office - Tech savvy and able to work in multiple systems and reports.