Agent Support Representative (Hybrid from Harrisburg, PA)

Ritter Insurance Marketing (Integrity Marketing Group)•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.
Ability to analyze commission data for trends, errors, and accuracy.
Experience in handling phone communication, service requests, and email inquiries.
Knowledge of agent hierarchies, contracts, payment methods, and tax reporting.
Familiarity with company and carrier policies.
Ability to follow department processes, procedures, and policies.
Experience creating and managing Service Requests (SRs).
Communication skills for interacting with carriers and outside departments.
Experience with phone queues (Operator, Site Assistance, Broker Support).
Ability to process ACH and W-9 documents.
Skills in communicating commission-related information.
Ability to work with Commission Analysts to resolve payment issues.
Strong record-keeping skills for agent communications.
Ability to complete assigned reporting within set timeframes.

Nice To Haves

Experience in the senior health and life insurance market.
Experience with proprietary software development.
Mentorship experience.

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 phones 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.
Keep track of all agent communications.
Assumes responsibility for assigned reporting.
Completes assigned reporting within the set timeframe.
Assume responsibility as mentor when assigned.