Case Manager

Integrity Marketing Group•Tallahassee, FL

27d

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. Conducts trainings for new hires as required Let’s talk job 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. Assumes responsibility as mentor when assigned. Assumes responsibility for conducting new hire trainings as assigned by supervisor. Assumes responsibility for miscellaneous duties as assigned by supervisor.

Requirements

High School Diploma or equivalent.
Basic understanding of insurance and agent relationship.
Four Years of experience as a Case Manager or comparable experience including Customer Service experience.
Experience with Microsoft Office.
Outstanding communication skills, especially over the phone.
Good computer and typing skills.
Outstanding customer service skills.
Ability to operate related computer applications and other business equipment including email, copy machine, scanner, fax machine, and telephone.
Positive attitude and ability to work well with others.

Responsibilities

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.
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.
Completes assigned reporting within the set timeframe.
Assumes responsibility as mentor when assigned.
Assumes responsibility for conducting new hire trainings as assigned by supervisor.
Assumes responsibility for miscellaneous duties as assigned by supervisor.