Compliance Analyst, Sales Agent Contact Center (Hybrid)

Primary Duties & Responsibilities

• Ensure all outbound and inbound call activities adhere to the Telephone Consumer Protection Act, including consent verification, calling time restrictions, and Do-Not-Call (DNC) list management.
• Review and audit live lead transfer processes to confirm proper consent documentation is in place before transfers are initiated.
• Validate that consumer consent (express written consent where required) is captured, stored, and retrievable for all leads entering the program.
• Maintain and scrub against internal and national DNC registries; ensure timely honoring of opt-out requests.
• Draft, update, and enforce call center compliance policies aligned with TCPA regulations and FCC guidance.
• Investigate and resolve consumer complaints related to unwanted calls or consent disputes.
• Serve as the primary point of contact between the Sales Call Center and the Compliance and Legal departments; escalate potential TCPA violations, litigation risks, or regulatory inquiries to Legal counsel in a timely manner.
• Monitor third-party lead vendors for compliance with consent standards and contractual obligations.
• Maintain detailed compliance logs, audit trails, and produce regular reports for management and legal teams.
• Conduct or coordinate TCPA compliance training for call center agents and supervisors.
• Stay current on FCC rulings, state-level telemarking laws, and evolving TCPA case law that may impact operations.

What You Will Do

• Ensure all outbound and inbound call activities adhere to the Telephone Consumer Protection Act, including consent verification, calling time restrictions, and Do-Not-Call (DNC) list management.
• Review and audit live lead transfer processes to confirm proper consent documentation is in place before transfers are initiated.
• Validate that consumer consent (express written consent where required) is captured, stored, and retrievable for all leads entering the program.
• Maintain and scrub against internal and national DNC registries; ensure timely honoring of opt-out requests.
• Draft, update, and enforce call center compliance policies aligned with TCPA regulations and FCC guidance.
• Investigate and resolve consumer complaints related to unwanted calls or consent disputes.
• Serve as the primary point of contact between the Sales Call Center and the Compliance and Legal departments; escalate potential TCPA violations, litigation risks, or regulatory inquiries to Legal counsel in a timely manner.
• Monitor third-party lead vendors for compliance with consent standards and contractual obligations.
• Maintain detailed compliance logs, audit trails, and produce regular reports for management and legal teams.
• Conduct or coordinate TCPA compliance training for call center agents and supervisors.
• Stay current on FCC rulings, state-level telemarking laws, and evolving TCPA case law that may impact operations.

What You Can Bring

• Bachelor's degree in Business, Legal Studies, Communications, Compliance, or a related field; or equivalent work experience required.
• Minimum 3–5 years of compliance, legal operations, or regulatory affairs experience, preferably within a call center, telemarketing, or financial services environment.
• Deep knowledge of TCPA statutes, FCC regulations, DNC compliance requirements, and relevant case law.
• Experience with live lead transfer programs or lead generation vendor management preferred.
• Ability to assess one-to-one consent requirements in alignment with recent FCC rulings and evaluate whether lead vendor consent language meets TCPA standards.
• Ability to review call records, consent data, call recordings, and lead flows to identify compliance gaps and confirm required disclosures are made properly.
• Understanding of consent verification workflows during the live lead transfer handoff process.
• Familiarity with CRM systems, dialer platforms (e.g., predictive/progressive dialers), and consent management tools.
• Ability to identify risk areas, recommend corrective actions, and communicate compliance requirements clearly to non-legal staff in a fast-paced environment.
• Demonstrated ability to operate effectively in a matrixed or embedded role, balancing operational priorities with regulatory requirements.
• Works effectively across Call Center operations, Compliance, Legal, IT, and marketing teams as the compliance bridge between frontline sales activity and regulatory oversight.
• Life insurance or financial services industry experience a plus.
• Ability to travel up to 15% as needed.
• CIPP/US (Certified Information Privacy Professional) or CCEP (Certified Compliance and Ethics Professional) preferred.

Applicable To All Employees of Globe Life Family of Companies

• Reliable and predictable attendance of your assigned shift.
• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
• Roads to Retirement benefits, including company-matched 401k and pension plan.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help our employees welcome their new additions.
• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.