Analyst, Quality Sales Review & Investigation

About The Role

In this role, you will meet various regulatory expectations by conducting quarterly BSC reviews and carrying out internal investigations in respect of any market misconduct committed by representatives.

Responsibilities:

• Fulfil requirements under BSC framework such as BSC reviews, customer call surveys and assignment of quarterly BSC grades to representatives and supervisors.
• Carry out investigation on customer complaints and misconduct allegations against representatives in an independent, effective and prompt manner to reduce customer dis-satisfaction and facilitate service recovery, thereby enhancing customer's experience.
• Use data analytics, conduct regular sales compliance reviews, portfolio reviews and assurance testing to identify control lapses and sales advisory gaps.
• Work with stakeholders on appropriate remediation plans.
• Participate and be involved in team initiatives/projects to enhance the market conduct framework.
• Actively use digital tools to enhance and automate work processes for greater efficiency.
• Provide support to stakeholders on BSC and market conduct related matters.
• Provide prompt and accurate reporting to regulators and senior management, as and when required.
• Perform other tasks and projects periodically assigned by supervisor to meet operational and/or other requirements.

Requirements:

• Diploma and above
• Insurance sales advisory experience preferred
• Market conduct and/or Balanced Scorecard experience preferred
• CMFAS 5, 9, 9A and HI certified is a plus
• Sound knowledge of relevant FAA regulations and guidelines
• Good communication and presentation skills
• Good analytical skills

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