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Field Distribution Director

4 months ago

Washington, Washington, D.C., United States AARP Full time
Overview

AARP Services, Inc., founded in 1999, is a wholly-owned taxable subsidiary of AARP. AARP Services manages the provider relationships for and performs quality control oversight of the wide range of products and services that carry the AARP name and are made available by independent providers as benefits to AARP's millions of members. The provider offers currently span health products, financial products, travel and leisure products, and life event services. Specific products include Medicare supplemental insurance; credit cards, auto and home, mobile home and motorcycle insurance, life insurance and annuities; member discounts on rental cars, cruises, vacation packages and lodging; special offers on technology and gifts; pharmacy services and legal services. AARP Services also engages in new product development activities for AARP and provides certain consulting services to outside companies.

As the Field Distribution Director within AARP Services, Inc., you will be responsible for executing the quality control oversight plan within your assigned territory. The Quality Control oversight plans includes monitoring customer interaction practices of authorized third-party distributors [Agents and Contact Centers] who distribute a variety of branded and non-branded insurance and financial products to enable the organization to achieve strategic objectives. The Field Distribution Director is responsible for educating authorized 3 rd party distributors on the value proposition of AARP Membership. Additionally, management will assign the Field Distribution Director to participate in or lead project teams and workgroups.

Responsibilities

Leads, participates, implements activities and projects assigned by Customer Solutions Group Leadership to support strategies for acquisition oversight, provider growth, membership growth, and distributor credentialing and training. Performs oversight of providers and their third-party distributors per ASI oversight plans ensuring compliance as it relates to brand, customer experience, and quality control. Facilitates growth of the organization's membership through providers' distributors. Provides subject matter expertise to improve AARP membership tools and processes. Develops and conducts enhanced AARP membership trainings to expand third-party distributor knowledge and engagement of the organization's value proposition. Creates, enhances, and updates the tools and technology required to perform and report oversight, compliance, and training activities. Gathers and reports on actionable marketplace intelligence/insights to leverage and improve the program, products, services, and customer experience. Supports AARP State Offices for member concerns related to ASI providers' distributors. Works with Member Relations to facilitate resolution of provider distributor issues. Monitors educational seminars and provider's distributor subject matter experts to ensure brand compliance and quality member experience. Facilitates provider onboarding/expansion within the A2O Agent program. AARP brand ambassador for all interactions with providers' distributors.
Qualifications

Bachelor's degree or equivalent experience related to the essential job responsibilities of the position. 8+ years of experience. Solid presentation skills. Demonstrated experience in project management including leading projects. Ability to travel domestically 25% of the time. Agent and contact center quality control and customer experience monitoring process experience preferred including use of virtual and digital processes. Experience in Microsoft Office Suite of products including Teams. Familiarity with Salesforce, Zoom, ShareNet, and AI tools preferred. Must have no Department of Insurance [DOI] violations or infractions from CMS, FINRA or other insurance/ financial regulatory authorities. Must be willing to non-renew or forfeit active insurance or financial licenses.
Additional Requirements
Regular and reliable job attendance. Effective verbal and written communication skills. Exhibit respect and understanding of others to maintain professional relationships. Independent judgement in evaluation options to make sound decisions. Home office environment with the ability to work effectively surrounded by moderate home environment noise. Valid Driver's License, proof of insurance, and auto ownership/lease.
AARP will not sponsor an employment visa for this position at this time.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.

For this position, we anticipate offering a salary between $127, $149, This role is also eligible to participate in an annual incentive plan with a percentage up to 22.5%. Bonus eligibility is dependent upon organizational and individual performance.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.