Sales Support Specialist- Franklin, TN at Aetna Medicaid Administrators in TN - Franklin focuses on Position Summary As a Customer Service Representative on the Commissions Phone Team, you play a critical role in. You will assist agents through phone, email, and written correspondence, providing accurate information, researching concerns, and resolving issues related to commissions, statements, payments, and agent records.
Position Summary
As a Customer Service Representative on the Commissions Phone Team, you play a critical role in supporting Aetna's agent community by serving as a trusted resource for commission-related inquiries and agent support. You will assist agents through phone, email, and written correspondence, providing accurate information, researching concerns, and resolving issues related to commissions, statements, payments, and agent records.
In this role, you will engage with agents to understand their needs, educate them on commission processes and policies, and guide them through available tools and resources. Inquiries are often complex and may require independent research, critical thinking, and collaboration with internal business partners to ensure timely and accurate resolution.
You will build strong relationships with agents, field sales teams, and internal departments while delivering exceptional customer service and a positive agent experience. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and the capacity to navigate multiple systems in a fast-paced environment.
- Apply a foundational understanding of accounting principles, including debits and credits, when researching and resolving commission-related inquiries.
- Effectively manage both inbound and outbound calls in a fast-paced, customer-focused environment.
- Maintain strong organizational skills and attention to detail while accurately documenting agent interactions, case information, and resolutions in accordance with departmental guidelines.
- Demonstrate excellent verbal and written communication skills when interacting with agents, business partners, and internal stakeholders.
- Prioritize workload, manage multiple assignments simultaneously, and complete tasks accurately with minimal supervision.
- Adhere to company policies, service standards, and departmental procedures to ensure consistent, high-quality support.
- Participate in cross-training initiatives to develop proficiency across multiple functions within the department and provide operational flexibility.
- Collaborate professionally with internal teams, field sales partners, and other business areas to deliver exceptional service and support to agents.
- Contribute to a positive team environment while supporting departmental goals and continuous improvement efforts.
- Perform additional duties and special projects assigned.
Required Qualifications
- 1+ year of customer service experience in a call center, office, healthcare, insurance, financial services, or related environment.
- Experience handling customer inquiries by phone, email, or written correspondence.
- Basic computer proficiency, including Microsoft Outlook, Word, Excel, and data entry into multiple systems.
- Demonstrated ability to manage multiple tasks and prioritize work in a fast-paced environment.
- Strong verbal and written communication skills.
Preferred Qualifications
- Experience supporting insurance agents, customers, or business partners.
- Basic knowledge of accounting concepts, including debits and credits.
- Knowledge of insurance commissions, Medicare, Medicaid, or health insurance products.
- Experience researching and resolving complex customer issues.
- Exposure to SQL, reporting tools, or data analysis software.
- Associate Degree in Business, Accounting, Finance, Healthcare Administration, or a related field.
Education
- High School Diploma or GED
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$17.00 - $28.46
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
We anticipate the application window for this opening will close on: 10/27/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.