Broker Support QA Analyst
Ritter Insurance Marketing
Harrisburg, PA
About Ritter Insurance Marketing
Ritter Insurance Marketing, an Integrity company, is an independent marketing organization supporting independent insurance agents in the senior health and life insurance market. Based in Harrisburg, Pennsylvania, Ritter has satellite offices in New York, Nebraska, Idaho, Arizona, Florida, Maryland, North Carolina and Ohio. More than 280 full-time Ritter employees support the business of over 15,000 independent insurance agents in all 50 states. Its proprietary software development and agent service departments develop and market leading business solutions for insurance agents.
Job Summary
Responsible for auditing Quality Assurance standards. Communicating quality assurance trends and metrics with Broker Support leadership team. First point of contact for all Case Manager questions pertaining to quality, processes/guidelines, and Quality Assurance metrics. Available to provide hands-on instruction as coaching opportunities arise pertaining to the handling of service requests, agent payment methods, and/or phone calls
Primary Responsibilities:
Responsible for Quality Assurance.
Audit department workload and assignments including but not limited to Service Requests, ACH processing, communications, and commission audits.
Assist in the creation and management of performance improvement plans to improve Case Managers’ QA scores.
Responsible for agent support.
Provides customer service to agents via phone, email, and in meetings when necessary.
Creates Service Requests (SRs) as needed to track and handle agent issues.
Communicates with carriers and/or outside departments to resolve agent issues.
Assists with phones queues including: Operator, Site Assistance, and Broker Support.
Processes ACH and W-9 documents.
Provide recommendations on process improvement to department leadership.
Responsible for miscellaneous duties as assigned by management.
Primary Skills & Requirements:
High School Diploma or equivalent.
Basic understanding of insurance and agent relationship.
One year of experience as a Case Manager or comparable experience.
One year of customer service experience.
One year of experience with Microsoft Office.
Outstanding communication skills, especially over the phone.
Good computer and typing skills.
Outstanding customer service skills.
Ability to operate related computer applications and other business equipment including email, copy machine, scanner, fax machine, and telephone.
Positive attitude and ability to work well with others.
Benefits Available
Medical/Dental/Vision Insurance
401(k) Retirement Plan
Paid Holidays
PTO
Community Service PTO
FSA/HSA
Life Insurance
Short-Term and Long-Term Disability
About Integrity
Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.
Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.
Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.
Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.