Agent Support Representative (Hybrid from Harrisburg, PA)

Integrity•Harrisburg, PA

7d•Hybrid

About The Position

Responsible for providing operational-based customer service, particularly regarding commissions and general agent support for operational inquiries. This role involves analyzing commission data for trends, errors, and accuracy to ensure consistent payment for Ritter and contracted agents. The Agent Support Representative acts as the first point of contact for operational matters, handling phone communication, service requests, and emails. Key responsibilities include ensuring agents’ hierarchies, contracts, payment methods, and tax reporting comply with Ritter and carrier policies, and adhering to all department processes, procedures, and policies.

Requirements

Operational-based customer service skills.
Experience analyzing commission data for trends, errors, and accuracy.
Ability to act as a first point of contact for operational inquiries via phone, service requests, and email.
Knowledge of agent hierarchies, contracts, payment methods, and tax reporting compliance.
Familiarity with department processes, procedures, and policies.
Proficiency in creating and managing Service Requests (SRs).
Experience communicating with carriers and outside departments to resolve issues.
Ability to assist with phone queues (Operator, Site Assistance, Broker Support).
Experience processing ACH and W-9 documents.
Skills in communicating commission-related information to agents and carriers.
Ability to work with Commission Analysts to resolve payment issues.
Capability to track agent communications.
Experience with assigned reporting and completing it within set timeframes.
Willingness to serve as a mentor when assigned.

Responsibilities

Assumes responsibility for agent support.
Provides customer service to agents via phone, email, and in meetings when necessary.
Creates Service Requests (SRs) as needed to track and handle agent issues.
Communicates with carriers and/or outside departments to resolve agent issues.
Assists with phone queues including: Operator, Site Assistance, and Broker Support.
Processes ACH and W-9 documents.
Assumes responsibility for agent commission communications.
Communicates with the carriers as necessary to resolve commission issues.
Works with Commission Analysts to resolve payment questions and concerns.
Keeps track of all agent communications.
Assumes responsibility for assigned reporting.
Completes assigned reporting within the set timeframe.
Assumes responsibility as mentor when assigned.