Sales & Broker Support Supervisor

Zing Health

5d • Remote

About The Position

The Broker Support Supervisor will serve an integral role within the Growth organization and Broker Support Team. Reporting to the Director, Sales Operations & Implementation, this individual(s) will be responsible for the daily supervision of the Zing Health broker support Team including coaching, performance management, accountability and development. Additionally, this role will participate in project management tasks that may include, but are not limited to, commission audits, training material creation/updates, sales platform readiness, vendor management/support, sales management liaison, and audit support/research. Additionally, the Supervisor, Broker Support Role may be asked to support telephonic broker inquiries for topics including, but not limited to, contracting and onboarding, application and enrollment, licensing and state appointment(s), portal access and use, sales compensation, etc. This individual will heavily collaborate within the broker support team and with the Director, Sales Operations & Implementation to ensure cohesive support consisting of shared learnings and trends and operational outcomes are achieved. This individual will need to possess an entrepreneurial mindset to balance operational excellence with the enhancement of a critical function to enable Zing’s aggressive growth strategy.

Requirements

• Experience successfully working in a remote telephonic support environment, with ability to manage key metrics and SLAs.
• Ability to operate independently, to identify and solve problems with minimal oversight.
• Collaborative and solutions-focused, working with multiple different business stakeholders across the organization.
• Extremely organized and diligent, with the ability to juggle multiple tasks and priorities at once without sacrificing accuracy.
• The ability to navigate multiple platforms, systems, and technologies seamlessly.
• Effective written and verbal communication skills are essential.
• Strong, informative, and organized documentation skills
• Maintain focus on the outcome while maintaining composure with difficult customers
• Administration level experience of broker management and sales compensation systems that include functionality such as commissions processing, review, and error resolution, license and appointment management, application status, certification requirements and status, etc.
• Administration level experience using a CRM, such as Salesforce, that executes tasks such as case management, queue management, reporting, and dashboard design.
• The ability to identify trends and effectively escalate.
• The ability to follow and understand commission financial transactions.
• The ability to recommend broker support communicative tools based on trend analysis and desired directional improvements.
• 3 years of broker/contracting support experience required.

Nice To Haves

• Prior experience within a Medicare Advantage sales and broker support function preferred but not required. Without Medicare experience, transferrable skills desired.
• Bachelor’s Degree preferred, industry experience and skills considered.

Responsibilities

• Motivate and manage the broker support team and monitor the day-to-day operations to ensure workload is evenly distributed throughout the team.
• Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback, conduct regular 1:1 Meetings with staff, Support onboarding and ramp-up of new team members, establish performance expectations aligned to SLA’s and Broker Experience goals.
• Identify call trends and design process improvements where applicable
• Collaborate within the Broker Support team to support the long-term strategy and vision for the broker support function, including the right tools/processes needed, communication trends, specialization and resolution aids, and best practices.
• Monitor team chat channels to ensure prompt response to inquiries, coordination of team resources, and consistent communication across the Broker Support function. Identify patterns and share best practices with the team.
• Participate in vendor calls to address operational concerns, track action items, escalate unresolved issues, and ensure performance expectations are met. Provide meeting summaries and updates to leadership.
• Drive escalation resolution processes, coordinating with internal departments and vendors to remove roadblocks and improve broker experience.
• Maintain awareness of operational trends from escalations, fallout monitoring, and vendor interactions to recommend process improvements and training opportunities.
• Partner closely with Zing Partner Sales groups, which drives broker sales to ensure holistic synergies exist between those Growth functions and expectations can be delivered on with Zing’s broker partners.
• Complete audits as needed on enrollments, agent of record, commissions paid/recanted, product data accuracy and quality reviews of sales platform data.
• Monitor and track license and appointment fallout to ensure timely resolution, compliance with state and carrier requirements, and accurate broker onboarding. Proactively communicate with internal stakeholders and brokers to prevent delays in activation.
• Monitor Background administration and fallout to ensure timely resolution.
• Tracking and follow up on Evolve Client Tasks to ensure timely work and resolutions.
• Collaborating with the Broker Support team to develop and refine: Tools and processes, Communication trends and strategies, Specialization and resolution aids.
• Training staff in areas of broker service and company policies.
• Creating Training Materials and updating existing resource materials
• Support day-to-day broker inquiries, via email and telephonically, to support broker satisfaction to help Zing become known as the easiest plan to do business with from a broker perspective.
• Serve as primary contact for agent escalations, ensuring timely follow-up, thorough investigation, and resolution that aligns with compliance and customer service standards. Document all escalation cases in Salesforce for trend tracking.

Benefits

• A competitive salary based on the market
• Medical, Dental, and Vision
• Employer-Paid Life Insurance
• Paid Maternal Leave
• Paid Paternal Leave
• 401(K) match up to 4%
• Paid-Time-Off
• Employee Assistance Programs
• Several supplemental benefits are available, including, but not limited to, Spouse Insurance, Pet Insurance, Critical Illness coverage, ID Protection, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED