Agent Support Representative (Hybrid from Harrisburg, PA)

Integrity Marketing Group•Harrisburg, PA

5d•Hybrid

About The Position

Responsible for providing operational-based customer service particularly regarding commissions and general agent support for operational inquiries. Responsible for analyzing commission data for trends, errors, and accuracy to ensure consistent payment for Ritter and contracted agents. Acts as first point of contact for the operational items of Ritter with regards to phone communication, service requests, and/or email. Ensuring agents’ hierarchies, contracts, payment methods, and tax reporting are following Ritter and carrier policies. Follow all department processes, procedures, and policies as needed.

Requirements

Operational-based customer service
Analyzing commission data for trends, errors, and accuracy
Ensuring agents’ hierarchies, contracts, payment methods, and tax reporting are following Ritter and carrier policies
Following all department processes, procedures, and policies

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.