Sales Surveillance Specialist

About the role

The Sales Surveillance Officer reports to the Lead, Sales Review & Quality and supports the Lead in administering the conduct risk framework and the Balanced Scorecard framework, and in setting sales advisory standards for the company. The role also assesses appeals from the agency force regarding replacement of policies and works with the Learning & Development team to raise business quality and sales advisory standards.

Key responsibilities

• Administer the MAS Balanced Scorecard (BSC) framework, including documentation review of sales documents, client surveys and BSC validation of misconduct and mystery shopping cases.
• Assist in setting sales advisory standards and collaborate with internal and external stakeholders to raise them.
• Deliver pre- and post-transaction sales quality at organisational level and meet the regulatory BSC requirements.
• Review mystery shop findings, classify infractions by materiality, analyse trends in MSE findings and implement appropriate measures.
• Review customer call-backs to ensure they follow requirements, recommend actions for findings, and facilitate appeals fairly, timely and consistently.
• Monitor completion of Joint Field Work, coaching and training by sales representatives.
• Support the Team Lead in raising agency force awareness of BSC and MSE and improving the quality of sales documentation, handling agency queries and driving quality initiatives.
• Undertake ad-hoc tasks, projects or reviews as directed by the Lead, Sales Review & Quality or Head of Sales Surveillance.

Required profile

• At least 4 years of experience in sales or in reviewing fact-finding recommendations.
• Degree or diploma in any discipline; insurance-related certifications preferred.
• Basic understanding of insurance industry operations.
• Knowledge of insurance and financial industry regulations and guidelines, such as the Insurance Act, Financial Advisers Act (FAA) and its subsidiary regulations, MAS regulations, CPF Board regulations and LIA guidelines.
• Self-motivated, analytical and detail-oriented.