What are the responsibilities and job description for the Compliance Specialist position at FIRSTENROLL LLC?
Compliance Specialist
Job Summary:
The Compliance Specialist is responsible for compliance, quality, and agent contracting. This role is expected to provide exceptional support to our internal and external stakeholders, ensuring they have the resources, information, and assistance needed to succeed. This role handles inquiries, resolving issues, coordinating with various departments, reporting, and maintaining up-to-date records. The ideal candidate will have excellent communication skills, a compliance and customer-service-oriented mindset, and the ability to manage multiple tasks efficiently.
Key Responsibilities:
1. Compliance
- Track, monitor, and respond to complaints.
- Maintain records of compliance activities.
- Collect and coordinate compliance data with internal and external stakeholders.
- Follow-up and follow-through with all stakeholders to ensure compliance investigations are addressed in advance of the deadline date.
- Prepare and file complete, accurate, and timely compliance responses.
- Conduct ad hoc investigations into identified or reported risks.
- Identify, investigate, and report compliance issues, irregularities, and violations.
- Develop action plans from investigation findings.
- Communicate with internal Account Management team, carrier partners, and government agencies.
- Partner with Account Management on compliance trends, training recommendations, and improvement plans.
- Create process documentation on compliance processes.
2. Quality
- Monitor calls, emails, and chat for quality (and compliance), leveraging a quality scorecard.
- Track, analyze, and report on trended quality improvement data.
- Partner with Account Management on quality trends, training recommendations, and improvement plans.
- Create process documentation on quality processes.
3. Agent Contracting
- Respond promptly to agent contracting inquiries via phone, email, and chat.
- Provide complete, accurate, and timely information about contracting process and status to Agents.
- Educate Agents on products, services, policies, and procedures.
- Maintain open lines of communication to ensure agents are well-informed.
- Identify issues and assist agents with technical issues and troubleshooting.
- Follow up and follow through with Agents to ensure issue resolution.
- Create process documentation on Agent contracting processes.
Qualifications:
- Education: High school diploma or equivalent required; bachelor’s degree preferred.
- Experience: Minimum of 2 years of experience in customer service or support roles.
-Experience in the insurance, real estate, or financial services industry is a plus.
• Skills:
- Strong verbal and written communication skills.
- Excellent problem-solving and analytical abilities.
- Proficient in using customer service software and CRM systems
- Ability to manage multiple tasks and prioritize effectively.
- Strong interpersonal skills and a customer-centric approach
