Job Description
Note: The job is a remote job and is open to candidates in USA. Exact Medicare is a rapidly growing Medicare brokerage firm focused on simplifying the Medicare experience for retirees. The Commissions Support Investigator plays a vital role in resolving complex commission-related issues, conducting thorough investigations, and collaborating with various teams to enhance operational clarity and agent trust.
- Responsibilities
- Investigate escalated commissions issues requiring in-depth review and data validation
- Coordinate with Commissions Data & Processing and Back Office teams to verify payout calculations, contracting setups, and hierarchy logic
- Document investigative findings clearly and thoroughly in support platforms (e.g., Monday.com, Commission Manager App)
- Ensure all resolutions are aligned with internal SOPs, commission policies, and current system configurations
- Assist in identifying Known Issues (KIPs) and surfacing New Issues in Progress (NIPs) with consistent tagging and trend documentation
- Flag recurring agent confusion or system failures and escalate patterns to the Commission Support Manager for cross-team collaboration
- Help classify issues by type (e.g., payout delay, contracting misalignment, carrier system error) to support backlog analysis and process redesign
- Draft resolution updates to agents or CSRs that are empathetic, clear, and informative ā building trust through transparency
- Represent agent needs in cross-departmental conversations and ensure the 'why' behind every issue is understood and addressed
- Participate in system testing, ticket audits, and retrospectives to improve support quality and operational clarity
- Provide feedback on tools and workflows to improve investigation efficiency and data traceability
- Skills
- 1+ years of experience in commissions operations, customer support, insurance, or a related role
- Strong critical thinking and investigative skills; ability to analyze complex data with precision
- High proficiency in tools like Monday.com, SharePoint, and Excel
- Excellent written and verbal communication skills, especially in support settings
- Adaptability in fast-moving environments with shifting priorities
- High School Diploma
- Familiarity with commission structures, contracting types (LOA vs. HEAP), hierarchy logic, and carrier workflows preferred
- Company Overview
- Exact Medicare is a company that offers a Medicare plan, a supplement plan, and RX plans. It was founded in 2021, and is headquartered in Westerville, Ohio, USA, with a workforce of 201-500 employees. Its website is https://exactmedicare.com.
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