Broker Support QA Analyst

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 15000 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 nations 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 youll love and well love you back. Were proud of the work we do and the culture weve 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. Integritys employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information visit .

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 addition Integrity LLC will provide reasonable accommodations for qualified individuals with disabilities.