[Remote] Commissions Support Investigator

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 — 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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