Case Manager

at  Integrity Marketing Group

ABOUT RITTER INSURANCE MARKETING

Ritter Insurance Marketing is an independent marketing organization supporting independent insurance agents in the senior health and life insurance market. Based in Harrisburg, Pennsylvania, Ritter has satellite offices in New York, Nebraska, Idaho, Arizona, Florida, Maryland, North Carolina and Ohio. More than 280 full-time Ritter employees support the business of over 15,000 independent insurance agents in all 50 states. Its proprietary software development and agent service departments develop and market leading business solutions for insurance agents.

JOB SUMMARY

Responsible for providing operational-based customer service particularly regarding commissions and general agent support for operational inquiries. Responsible for analyzing commission data for trends, errors, and accuracy to ensure consistent payment for Ritter and contracted agents. Acts as first point of contact for the operational items of Ritter with regards to phone communication, service requests, and/or email. Ensuring agents’ hierarchies, contracts, payment methods, and tax reporting are following Ritter and carrier policies. Follow all department processes, procedures, and policies as needed.

Primary Responsibilities:

• Assumes responsibility for agent support.
• Provides customer service to agents via phone, email, and in meetings when necessary.
• Creates Service Requests (SRs) as needed to track and handle agent issues.
• Communicates with carriers and/or outside departments to resolve agent issues.
• Assists with phones queues including: Operator, Site Assistance, and Broker Support.
• Processes ACH and W-9 documents.
• Assumes responsibility for agent commission communications.
• Communicates with the carriers as necessary to resolve commission issues.
• Works with Commission Analysts to resolve payment questions and concerns.
• Keep track of all agent communications.
• Assumes responsibility for assigned reporting.
• Completes assigned reporting within the set timeframe.
• Assume responsibility as mentor when assigned. Assumes responsibility for miscellaneous duties as assigned by supervisor.

Primary Skills & Requirements:

• Education: High School Diploma or equivalent.
• Experience: Minimum of one year in customer service and/or data entry. Proficiency in Microsoft Office is required.
• Skills:
• Technical: Basic understanding of insurance, new business operations, and agent relationships. Proficient in operating business equipment including email, copier, scanner, fax machine, and telephone.
• Communication: Strong communication skills, particularly over the phone. Ability to convey detailed or important instructions or ideas accurately and quickly.
• Customer Service: Excellent customer service skills with a positive attitude and ability to work well with others.
• Physical Requirements:
• Visual and Auditory: Average visual acuity necessary for document preparation or inspection, or machine operation. Ability to hear average or normal conversations and receive ordinary information.
• Manual Dexterity: Primarily uses fingers for tasks such as typing.
• Physical Exertion: Sedentary work, sitting most of the time, exerts up to 10 lbs. of force occasionally.

• Assumes responsibility for agent support.
• Provides customer service to agents via phone, email, and in meetings when necessary.
• Creates Service Requests (SRs) as needed to track and handle agent issues.
• Communicates with carriers and/or outside departments to resolve agent issues.
• Assists with phones queues including: Operator, Site Assistance, and Broker Support.
• Processes ACH and W-9 documents.
• Assumes responsibility for agent commission communications.
• Communicates with the carriers as necessary to resolve commission issues.
• Works with Commission Analysts to resolve payment questions and concerns.
• Keep track of all agent communications.
• Assumes responsibility for assigned reporting.
• Completes assigned reporting within the set timeframe.
• Assume responsibility as mentor when assigned. Assumes responsibility for miscellaneous duties as assigned by supervisor