[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. Apply tot his job Apply To this Job