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

This position is responsible for ensuring that our agents can be successful on the platform while meeting our standards for sales practices and our expectations for the customer experience. You will spend most of your time meeting with agents who have received non-passing sales call reviews and written communications scores, working with them to help them understand their deficiencies, why we care about these, and how they can change their behavior to pass reviews in the future. You will be responsible for documenting the coaching and disciplinary actions, remediation plan, and successful completion of agent training. This will require that you review scorecards in advance and listen to portions of recorded calls to help identify the issue(s) and/or review agent written communications. You will work closely with our Agent Success & Performance team and our Sales Managers to provide feedback on individual agents and help track them to our progressive discipline program and continuous improvement training program. You will be involved in documenting and communicating trends to a variety of groups on a regular basis. Your initial focus will be on Health-U65, but you will be expected to assist in other team projects as we continue to grow our Sales Quality Advocate team into other lines of business. This role reports to the Manager, Sales Quality role in the Operations department.

Responsibilities

• Receive weekly reports on non-passing policy sales call reviews
• Schedule meetings with agents who receive non-passing policy sales call reviews to discuss issues
• Prepare for meetings with agents by reviewing scorecards, listening to portions of calls, reviewing any agent written communications, developing actions agents may take to improve their calls in the future, and setting reasonable deadlines for completion
• Meet with agents to review findings from call reviews, written communications reviews and expected remediation efforts
• Document outcomes from meetings with agents and follow with them for status of agreed upon actions through to completion
• Provide feedback on individual agents to the Agent Success & Performance team and Sales Managers
• Provide feedback to the Sales Trainers and Learning & Development team for content development and roll-out
• Provide feedback to product managers for possible improvements to the buildout of an automated progressive discipline and micro-training program
• Communicate progressive discipline program to agents and consequences applicable to them

Qualifications

• Background in training, learning development, coaching
• 2-3 years as a Compliance Analyst/Oversight or as an Insurance Agent, desired but not required
• 1 year experience with insurance regulations and agent responsibilities in Life, Health, Medicare Advantage/Supplement, Property & Casualty, desired but not required
• Competent with Microsoft office products - Tech savvy and able to work in multiple systems and reports