Commissions Support Investigator

Exact Medicare•Westerville, OH

About The Position

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.

Requirements

1+ years of experience in commissions operations, customer support, insurance, or a related role.
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

Nice To Haves

Familiarity with commission structures, contracting types (LOA vs. HEAP), hierarchy logic, and carrier workflows preferred.

Responsibilities

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.