Operational support specialist

Agent Rewards Operations and Support Consultant

Join the Frontline Strategy team as an Agent Rewards Operations and Support Consultant and support impactful, high-visibility programs for independent agents who sell client personal lines and small commercial policies. This role is responsible for supporting agents and internal partners by managing and resolving inquiries received through multiple support email channels. The candidate will serve as an escalation point for agent and partner inquiries, using multiple resources, systems, and business partners to investigate, diagnose, and resolve questions. The role requires strong problem-solving skills, attention to detail, sound judgment, and the ability to manage issues from intake through resolution. This is a great opportunity to work with stakeholders across Frontline Strategy, Marketing Strategy & Programs, Distribution, IT, and other internal teams while gaining experience in a fast-paced, agile environment. Client is looking for a candidate who can take initiative, work independently, manage competing priorities, navigate ambiguity, and maintain a high standard of written communication while delivering timely issue resolution. Success in this role requires curiosity, persistence, and the ability to independently investigate issues that may involve multiple systems, teams, and processes. Ideally, the candidate will have experience with operational support, issue resolution, inquiry management, account support, or troubleshooting complex customer or partner questions. Desirable knowledge includes B2B marketing, incentive/rewards programs, or the independent agent channel. The role is for approximately 20 hours per week.

Job Responsibilities:

• Manage multiple Agent Rewards program email boxes, responding to inquiries from independent agents and internal Distribution partners about reward programs, technical issues, and general program questions.
• Serve as an escalation point for complex inquiries by using multiple systems, program resources, and internal partnerships to research, diagnose, and resolve questions related to eligibility, fulfillment, activity, payment status, and technical or system-related issues.
• Monitor incoming requests, prioritize work appropriately and manage inquiries through resolution per established service-level expectations.
• Track open inquiries, follow up on outstanding items, document actions taken, and ensure timely resolution.
• As required, partner with program managers, Distribution, IT, data and vendor/fulfillment teams to resolve issues.
• Identify recurring inquiry trends, system defects, knowledge gaps, or process breakdowns, and surface findings to program managers and business partners.
• Support weekly reporting on inquiry volume, themes, resolution status, SLA performance, and trends.
• Maintain and improve inquiry documentation, response templates, escalation paths, and standard work for email box management.
• Attend meetings with program managers as needed

Client is looking for an individual who is:

• A strong written communicator
• Detail oriented and comfortable navigating multiple systems, tools and resources to find answers
• Comfortable exercising sound judgment, making informed decisions, and knowing when to escalate issues
• Deadline driven and able to work quickly while maintaining accuracy
• Self-directed, organized, and able to manage competing priorities
• Agile and adaptable in a fast-paced environment
• Inquisitive and curious, with a root-cause problem-solving mindset
• Comfortable learning new technology and understanding interconnected internal systems
• Customer-centric and focused on timely, accurate issue resolution

Note:

• Max Bill Rate: Preferred bill rate is $70–$75/hr, but the manager is open to considering up to $84/hr for the right candidate.
• Location: Fully Remote.
• Start Date: 08/03/2026.
• Duration: 12 Months.
• Estimated Hours: Approximately 20 hours per week.