Commission Support Specialist

Overview

This role combines proactive commission support with formal ownership of complex commission cases. The position is customer-facing and involves investigating financial discrepancies, coordinating resolution across suppliers and internal teams, and working to restore Technology Advisor confidence through clear communication, accountability, and accurate outcomes.

Responsibilities

Technology Advisor Support

• Serve as a primary point of contact for Technology Advisors with commission inquiries, delivering timely, clear, and proactive communication.
• Manage bulk case submissions and hold scheduled calls to address complex challenges, training needs, and opportunities to align advisors with organizational systems and tools.
• Create a supportive environment built on trust and positive communication while driving each issue toward constructive resolution.

Commission Analysis and Resolution

• Reconcile and validate commission payments using supplier statements, invoices, contractual commission structures, and other available data sources.
• Use Excel, Outlook, Salesforce, AI-enabled tools, and other systems to obtain and analyze information needed to resolve commission issues.
• Identify discrepancies, document findings, explain resolutions in an advisor-friendly format, and accurately update systems to prevent recurrence.
• Record case activity accurately in Salesforce and complete assignments within established service levels and accuracy requirements.

Ownership

• Partner with the Commission Inquiry team to accept and manage inbound commission-related cases, including cases transferred from the team.
• Own complex, urgent, aging, or high-impact commission disputes through resolution and work to de-escalate Technology Advisor concerns.
• Coordinate with suppliers and internal teams (including Finance, Development, Commission Operations, leadership, and other stakeholders) to obtain billing records, statements, and invoices as needed.
• Hold calls with Technology Advisors, establish clear owners and next steps, manage expectations, and maintain visibility into case age, timelines, service levels, and documentation.
• Identify recurring issues and recommend process, system, or communication improvements that reduce future escalations.
• Perform other duties as assigned by management.

Requirements

• At least three years of commission reconciliation or related finance experience.
• Experience supporting sales professionals or customers and resolving complex concerns.
• Demonstrated record of excellent customer service and professional judgment.
• Strong analytical, investigation, reconciliation, and problem-solving skills.
• Strong organization, accuracy, attention to detail, and time management.
• Ability to work independently in a growing, fast-paced, and sometimes stressful environment while meeting defined service levels.
• Intermediate or better Microsoft Excel skills and proficiency with Microsoft Office or related productivity tools.
• Excellent verbal, written, interpersonal, listening, and de-escalation communication skills.
• Ethical and honest approach, consistent manager communication, and regular, predictable attendance.

Preferred Qualifications

• Experience resolving high-pressure customer situations.
• Technology services, telecom, channel, supplier, or brokerage industry knowledge.
• Experience using Salesforce or a comparable customer relationship management platform.

Compensation & Benefits

• Not specified in the provided job description.

Location

• Remote

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.