Supervisor - Commissions and Collections

This is a hybrid role with a schedule of 4 days in-office and 1 day remote following an initial training period of up to 6 months (5 days per week in-office during training). Candidates must reside in one of the following states: AL, AR, CA, CT, FL, GA, KY, MO, NC, NV, OH, SC, TN, TX, VA, or WI, and be authorized to work for any U.S. employer without requiring visa sponsorship now or in the future.

About the Role

As a Supervisor – Commission and Collections, you will work closely with staff and the company’s Marketing, Sales, and Operations teams to ensure transactional accuracy and enhance the efficiency of the commission payment process. This is a new, hands-on position requiring experience in researching, creating processes and procedures, and training and developing staff. You will handle both routine and complex commission questions from agents, process commission chargebacks related to agency of record transfers, and ensure timely and accurate application of amounts due back to the company from agents.

Responsibilities

• Ensure commission or sales incentive payments have been properly processed.
• Respond to escalated calls from the Marketing department regarding complex commission or sales incentive-related processing questions or problems.
• Maintain appropriate records of communications with agents.
• Prepare monthly/quarterly commission and sales incentive payment summary reports for agencies, or ad hoc reporting requests as needed.
• Interact with agents to analyze and resolve non-routine/complex payment inquiries and disputes.
• Process manual commission statements if required; resolve and reconcile individual transactions to the total of the statement and the cash receipt.
• Coordinate with the Operations team regarding any system issues and work collaboratively with all stakeholders to find solutions and communicate resolutions.
• Work collaboratively with staff and Marketing to identify and resolve any outstanding agent commission balances due to the company.
• Assist with the development and implementation of process improvements; identify payment processing system enhancements.
• Participate in other commission and sales incentive projects as needed.
• Review and resolve any stale checks to agencies.
• Assist with the preparation of agent 1099 commission reporting and respond to any follow-up inquiries from agents related to issued 1099s.
• Navigate and pull data from multiple complex systems efficiently.
• Apply funds received for balances due by agents to the company and deposit checks as/when applicable.
• Create and implement processes and procedures; develop training materials to train and mentor staff.
• Perform other responsibilities as assigned.

Requirements

• Undergraduate degree in business administration, accounting, finance, or a related field.
• Minimum of three years of work experience in collections, commissions, and/or sales incentive administration.
• Strong verbal and written communication skills for interacting with agents and addressing inquiries.
• Strong analytical skills and ability to research and evaluate complex payment process issues and financial information.
• Strong organization and planning skills to set priorities and plan work.
• Ability to relate agents’ questions/problems to the company’s commission payment process and formulate analytical scenarios.
• Ability to effectively collaborate with other departments and management to address challenges and find solutions.
• Proficiency in MS Excel and Word to prepare, analyze, and present large sets of data.