Commissions Support Investigator

About Exact Medicare Company Overview Exact Medicare was founded with a clear vision: to simplify the complex world of Medicare for retirees and provide them with the confidence they need to make informed healthcare decisions. What started as a humble operation with a deep understanding of the challenges retirees face—endless mail, confusing options, and relentless calls—has since grown into something truly special. Today, we’re proud to be recognized as the fastest growing Medicare brokerage firm in America. We’ve expanded nationwide, bringing together some of the most trusted agencies in the country. Hundreds of independent licensed sales agents have joined our ranks, and we’ve attracted world-class talent to our corporate team. As we’ve come together and joined forces on this amazing journey, we’re all empowered by our core values, which drive everything we do. Our Core Values

• Above Reproach: We uphold the highest standards of integrity in everything we do, ensuring that our clients can always trust us to act in their interests.
• Extreme Ownership: We take full responsibility for the quality of our service and the satisfaction of our clients. When challenges arise, we own them and work tirelessly to fix them.
• Culture of Candor: We believe in honest, transparent communication, both with our clients and within our team. We foster an environment where feedback is welcomed and acted upon, leading to continuous improvement.
• Atomic Growth: We are committed to personal and professional growth, embracing every opportunity to learn and evolve so we can better serve our clients.

Commissions First Principle Trust is the goal. We build trust through fairness, predictability, and clarity in every commission support interaction. Position Overview The Commissions Support Investigator (CSI) plays a critical role in resolving complex commission-related issues raised by our sales agents. As a key part of the Commissions department, CSIs go beyond answering questions — they perform detailed investigations, uncover root causes, and collaborate with cross-functional teams to ensure systemic clarity and agent trust. This role requires a keen eye for detail, strong pattern recognition skills, and the ability to communicate both empathetically and factually. You will serve as the bridge between frontline concerns and backend resolution, ensuring that each case is handled thoroughly and that the insights uncovered inform larger operational improvements. Job Duties

• 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.

Success Metrics

• Average Time to Resolution for Investigated Tickets
• Accuracy Rate of Findings (measured via audit or rework)
• Volume of Root-Cause Issues Identified
• Agent Satisfaction on Resolved Cases
• Contribution to Reduction in Repeat Issues

Minimum Qualifications

• 1+ years of experience in commissions operations, customer support, insurance, or a related role.
• Familiarity with commission structures, contracting types (LOA vs. HEAP), hierarchy logic, and carrier workflows preferred.
• 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

Cultural Commitments

• We don’t just resolve — we restore confidence.
• Confusion isn’t a failure — it’s feedback.
• Empathy, curiosity, and urgency are not soft skills here — they’re strategy.

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