Sr. Agency Services Analyst

Job Summary

This position is responsible for managing the administration of the Agency Services Project portfolio, and vendor management for the Agency Services Contracting and Commissions Team. The Senior Analyst functions as a reactive and proactive liaison for all internal & external system related initiatives, issues and changes.. Job functions will require monitoring and adhering to formal product specifications, state regulations and distribution partners reporting. This role is responsible for developing and implementing documentation and presentation associated with agency Contracting and Commissions and maintenance update.

This position interacts daily with multiple functional areas within the company including Sales, Agency Services C&L team, Legal, Audit, and Finance in addition to the Company’s third-party administrators, vendors, as well as agents & agencies.

Duties and Responsibilities

• Manage the Agency Services Project portfolio by representing Agency Services with the following functions:
  • Attend project meetings
  • Draft test plans
  • Build test scenarios to support QA, UAT and Middleware testing
  • Complete UAT Testing
• Assist the Manager, Agency Services in the management & prioritization of incoming agent requests and production work items
• Assist team with escalated inquiries, as necessary
• Administrator, test and report on the key operational flows, SOX/Audit controls and compliance requirements that would improve our distribution partners experience
• Provide complex analysis and recommendations to Manager, Agency Services as-needed
• Identify, develop and implement or revise training opportunities and quality measurements to ensure management expectations and service standards are met.
• Support the Analysts in administrating the Power Partner Bonus Program and special advance/marketing arrangements by demonstrating a thorough understanding of the programs is issues can be corrected without impacting the program deadlines.
• Update & track production reporting; commission calculations; bonus thresholds; create & maintain monthly spreadsheets to support calculation and payments
• Establish professional relationships with and serve as a liaison between independent producers, their uplines, third party administrators, New Business, Legal/Compliance & other departments as needed
• Researches and resolves moderate to complex sales/operational needs/inquiries as it pertains to state regulations, continuing education, contracting and terminations of agency appointments
• Oversee the tracking, processing and reporting of all debit balance activity
• Assist with escalated agent not-in-good-order inquiries
• Coordinate any/all commission rate updates within test and production environments as well as related QC
• Builds, maintains and tests all new commission rates and contract levels to support distribution growth
• Maintain a thorough understanding of the Life Insurance/Annuity industry including company product knowledge, industry trends, compliance issues, etc.
• Adheres to company policies and legal requirements regarding sales and product compliance

Experience and Education Requirements

• Bachelor’s degree and five + years of experience in the Insurance or Financial Services Industry; preferably in a Training or Leadership capacity. Commensurate work experience will be considered in place of Bachelor’s degree
• Experience working in an administrative business unit, preferably involving Agency Services or related function or Business Analyst/Project Management
• Strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities
• Successful completion of Life insurance related education such as LOMA or CLU coursework preferred

Skills and Abilities

• Strong communication skills - oral, written and interpersonal communication skills are critical.
• Strong analytical & problem-solving skills with ‘results oriented’ focus
• Advanced knowledge MS Office, Word, Excel and Power Point required; Excel experience required
• Technologically proficient and knowledgeable
• Ability to quickly learn new processes, procedures, and software tools
• Ability to read and interpret policy language
• Ability to project positive energy and motivation throughout the team

Physical Demands and Work Environment

• Must be able to work in a fast-paced team environment; handle multi-tasking; projects as well as support inbound and outbound calls from producers
• Availability to work flexible hours to accommodate producer needs and schedules
• Availability to travel, as needed, for Agency Services & Operations projects (less than 10%)

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