Independent Agents Service Supervisor

MCS Puerto Rico; San Juan (PR); On-site; USD 45,000 - 70,000; Full time

Job summary

MCS Puerto Rico is seeking a seasoned professional to lead sales operations, compliance, and audit activities for Independent Agents and Agencies. The role ensures enrollment procedures meet goals and regulatory standards while supervising the compliance process across agents and FMOs.

The position requires a bachelor's or associate degree in business administration, several years of sales/audit experience, and willingness to travel across Puerto Rico.

Qualifications

• Bachelor's degree in Business Administration or related areas.
• At least three (3) years of experience with sales and retention strategies, sales audits, customer service, or enrollment tasks related to Personal Insurance; at least one (1) year supervising personnel.

Responsibilities

• Supervises and monitors the sales process, including enrollment form, electronic enrollment, subscription documents, and execution of IA, IA staff to comply with sales objectives, retention, timeliness, and regulatory requirements.
• Participates in meetings with Sales VP, Independent Agent Service Director, Finance, Enrollment, Compliance, and Operations to support and provide results during the Monthly Sales process.
• Identifies and presents monthly trends or changes in implementation to improve monthly results.
• Audits operational processes within the unit to ensure quality and compliance; evaluates initiatives, agents’ trends to improve sales, retention, and enrollment; maintains records for audit processes.
• Ensures distribution and delivery of sales materials to MCS Authorized Representatives, Agencies, and Service Centers.
• Monitors the Call Center performance and daily call flow to agents.

Skills

Sales operations

Compliance

Audit processes

Team supervision

Travel willingness

Customer service

Enrollment tasks

Bilingual English/Spanish

Communication skills

Education

Bachelor's degree in Business Administration or related areas

Associate's Degree with 60–64 college credits in Business Administration or related areas

Job description

GENERAL DESCRIPTION:

Responsible for sales operations, compliance, and audit process for Independent Agents and Agencies. Ensures that sales and enrollment procedures meet organizational goals, timelines, and regulatory standards. Responsible for supervising the MCS Personal Independent Agents’ and Agencies process (compliance process) and regulatory agencies' internal process.

Regular

Exempt

GENERAL DESCRIPTION:

Responsible for sales operations, compliance, and audit process for Independent Agents and Agencies. Ensures that sales and enrollment procedures meet organizational goals, timelines, and regulatory standards. Responsible for supervising the MCS Personal Independent Agents’ and Agencies process (compliance process) and regulatory agencies' internal process.

ESSENTIAL FUNCTIONS:

• Supervises and monitors the sales process, including enrollment form, electronic enrollment, subscription documents, and execution of Independent Agents (IA), Independent Coordinators, Agents, Agencies, and/or FMOs, and their administrative staff to comply with sales objectives, retention, timeliness, and regulatory requirements.
• Participates in meetings with Sales VP, Independent Agent Service Director, Finance, Enrollment, Compliance, and Operational areas to support and provide results and recommendations during the Monthly Sales process.
• Identifies and presents monthly trends or changes in implementation to the Sales VP of Independent Agents and/or the Independent Agent Service Director to improve monthly results.
• Audits operational processes within the unit in compliance with quality and compliance standards. Identifies and evaluates initiatives, agents’ trends to improve the sales process, retention, and non-enrollment. Audits enrollment process, training, and efficiency files, keeping a record of them for audit processes, and works on the part of audits, such as Compliance, Leads, Finance, and Insurance Commissioner.
• Ensures the distribution and delivery of sales materials for MCS Personal Director to MCS Authorized Representatives, Agencies, and Service Centers.
• Monitors the Call Center. Volume of calls received and transferred daily to agents vs. status received.
• Creates work and calendar plans for the Retention Executive and the Potential Coordinator to meet unit goals.
• Makes sales strategies and retention projections. Submits proposals to increase sales and activities budget. Monitors electronic enrollment sales results and communicates them to leaders, agents, and agencies.
• Supports the oversight execution of recruitment and training of independent agents with the subscription process using the electronic sales platform.
• Collaborates in developing new initiatives with other departments, develops programs, and/or services for Independent Agents Units.
• It is a requirement to commit and actively participate in recurring continuing education courses and webinars from the Office of the Commissioner of Insurance (OCS) to ensure compliance with all requirements necessary to obtain and renew the licenses required for the successful performance of the position's essential functions.
  
  

Minimum Qualifications

Education and Experience: Bachelor's degree in Business Administration or related areas. At least three (3) years of experience with sales and retention strategies, sales audits, customer service, or enrollment tasks related to Personal Insurance. Including at least one (1) year of experience supervising personnel, preferably within the Health Insurance Industry.

OR

Education and Experience: Associate's Degree or at least sixty to sixty-four (60-64) approved college credits in Business Administration or related areas. At least four (4) years of experience with sales and retention strategies, sales audits, customer service, or enrollment tasks related to Personal Insurance. Including at least one (1) year of experience supervising personnel, preferably within the Health Insurance Industry.

Certifications / Licenses: A Driver's License valid in the Commonwealth of Puerto Rico is required. Candidates or current employees who do not possess the required Office of the Commissioner of Insurance (OCS) licenses (Health Services and Disability & Health) must commit to obtain the required licenses by successfully passing the examination(s) administered by the Office of the Commissioner of Insurance (OCS).

Timeframe for New Employees: Newly hired employees must obtain the required licenses within six (6) months of their hired date following the issuance of a provisional license.

Timeframe for Current Employees: Current employee’s who are issued a provisional license must obtain the required license(s) within six (6) months of the provisional license issuance date.

Examination Requirement: Employee’s must successfully pass the licensing examination(s) on the first examination(s) attempt paid by the Company. Any additional examination(s) attempts will be employee’s responsibility.

Other: Previous experience with Personal line of business is preferred. Must be available to work a flexible schedule, including weekends and holidays, as required by business and operational needs. Position requires frequent travel throughout Puerto Rico to support sales activities, operational initiatives, meetings, training, and other business-related functions.

Languages:

Spanish – Intermediate (comprehensive, writing, and verbal)

English – Intermediate (comprehensive, writing, and verbal)

“We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”