Client Services Specialist II

Job Responsibilities:

• Serves as a subject matter expert and quality advocate, ensuring adherence to departmental standards and promoting a culture of continuous improvement.
• Conducts regular quality audits across multiple products and platforms to ensure compliance and drive operational efficiency.
• Supports commission operations and debt management processes, including agent account reconciliation, payment tracking, and collection efforts.
• Collaborates cross-functionally to resolve service issues, identify process improvements, and deliver consistent, high-quality support.
• Responds to agent inquiries via phone and email, providing accurate information and empathetic, solutions-focused service.
• Analyzes and processes commission-related transactions, identifies trends or recurring issues, and works proactively to develop corrective actions.
• Utilizes internal systems to document all agent interactions, maintain accurate records, and generate reports related to agent debt and commissions.
• Participate in department cross-training and provide technical guidance to peers as needed.

Skills:

• Proficient in Excel.
• SQL experience a plus.

Education/Experience:

• Associates degree in related field or equivalent experience is preferred.