Client Services Specialist II

•******* Role is remote, but HM needs candidate to reside in TN in either EST OR CST







TOPS SKILLS:

- Ideally looking for someone who has solid excel experience. Can be beginner if able to learn.

- basic accounting. someone with the skill sets needed to support our debt management team.



Description:

Senior Quality Specialists play a critical role in Commission Operations, with a focus on ensuring the accuracy and integrity of agent commission accounting and debt management processes. While the role includes agent-facing responsibilities, it is primarily a production operations position centered around back-end analysis, reconciliation, and transactional processing that directly supports agent payments and satisfaction. Senior Quality Specialists are responsible for reviewing and resolving commission-related issues, monitoring agent debts, and maintaining accurate financial records. Strong organizational skills, attention to detail, and the ability to document and resolve cases in alignment with program guidelines are essential. Effective communication is also key, as Senior Quality Specialists partner with internal teams and occasionally engage with agents to provide clear, timely, and empathetic support. This role requires independent task management, adherence to departmental standards, and a commitment to delivering a consistent, high-quality agent experience through operational excellence.

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.

Participates in department cross-training and provides technical guidance to peers as needed.









Position Summary:



Work with a team of specialists dedicated to one of our manufacturer partners to provide reimbursement support services. Have direct interaction with the manufacturer client to provide case statuses and updates.



Duties:



Physical Demands:

This role operates in a hybrid office environment, requiring a combination of remote work and in-office presence.

Prolonged periods of sitting at a desk and working on a computer (up to 8 hours per day).

Regular use of standard office equipment, including a computer, keyboard, mouse, phone, and headset.

Occasional walking, standing, bending, or reaching within the office environment.

Must be able to lift or carry items up to 10 pounds (e.g., laptop, files, office supplies).

Visual acuity required for viewing a computer screen, reading documents, and conducting detailed data review.

Ability to communicate clearly and effectively via phone, video, and in person.



Work Environment:

Work in a climate-controlled, smoke-free internal environment.



Experience:



Experience:

Required Qualifications: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization



Education:



Education:

Associates degree in related field or equivalent experience is preferred.

Proficient in Excel.

SQL experience a plus.