Agent Quality Manager

Summary

Join Ethos as an Agent Quality Manager and oversee the end-to-end agent quality function, ensuring the integrity of sales practices and upholding high standards. You will be responsible for detecting and investigating fraudulent activity, supervising agent sales practices, and collaborating with cross-functional teams. This role requires a minimum of 10 years of experience in analytics and/or business operations within the life insurance and financial services industry, along with a bachelor's degree (master's preferred). The successful candidate will possess strong analytical skills, sound judgment, and a risk-based approach to compliance. Ethos offers a competitive salary and benefits package, and encourages applications even if you don't meet every requirement.

Requirements

• Bachelor's degree in a relevant field (Finance, Business, Computer Science or related discipline)
• 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
• Life Insurance industry experience
• Expert knowledge of insurance related matters and non-financial risks, including customer protection/sales practice, internal fraud, and other conduct risks
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Sound judgment, discretion, possessing a governance, risk, and control mindset with strong ethical standards
• Practical, risk-based approach to compliance
• Ability to work in a fast-paced environment with strong bias for impact

Responsibilities

• Work with Risk Operations and Insurance teams to identify, implement, and continuously evaluate fraud flags within our sales operations
• 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
• Stay current on latest technology tools and threats to proactively improve our toolset and anticipate evolution in behaviors
• Maintain our framework for investigating and decisioning action based on reviews of potentially fraudulent activity
• 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
• Co-ordinates actions that should be taken as a result of investigations
• Partners with and provides direction to Partner Operations teams on agent facing actions to mitigate risks and maintain compliance
• Proactive use of both created dashboards and other key data to supervise agent sales practices, as appropriate to the distribution method
• Stay current on industry regulations, market trends, and emerging risks to inform proactive risk mitigation efforts
• Collaborate with internal teams, such as Legal, Compliance, Insurance, and Operations, to ensure alignment on risk management strategies and initiatives
• Lead cross-functional projects to enhance agent quality, improve sales processes, and drive operational efficiency
• Communicate effectively with senior leadership and stakeholders to provide regular updates on risk management activities, issues, and recommendations

Preferred Qualifications

• Master's degree
• Experience with middle market network marketing associations

Benefits

Competitive salary ($131,006 - $256,875)