Commission Resolution Specialist

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
The Commission Resolution Specialist is responsible for managing and resolving commission-related discrepancies, processing financial adjustments, and maintaining accurate records of agent debit balances and commission payments. This role requires strong analytical skills, attention to detail, and effective communication with internal departments and external agencies.
JOB DESCRIPTION:
Shift: 8 AM - 4:15 PM ET
Key Responsibilities:

• Manually transcribe data into spreadsheets due to formatting incompatibility.
• Perform itemized reviews to determine if balances increased, decreased, or were resolved through payment or activity.
• Classify items as new or old and confirm if balances are over 90 days past due.
• Track collection efforts and update spreadsheets throughout the month.
• Analyze items requiring additional work or follow-up actions.
• Review commission chargebacks for reversing legal commissions.
• Submit PME requests to purge or release commissions.
• Research policies with commissions owed to CNA.
• Respond to escalated inquiries from the Call Center and other business areas.
• Contact agencies to obtain updated or corrected bank information for reissuing commission payments.
• Address missing or incomplete Direct Bill Commission enrollment forms.
• Recruit agencies for paperless/email notification options.
• Consolidate producer codes into unified statements.
• Update agency address changes and maintain accurate records in Agent Center.
• Submit requests for stop payments, reissues, and credit transfers.
• Follow up on undeliverable checks and obtain updated mailing addresses.

Required Skills & Competencies:

• Proficiency in Microsoft Excel (including formulas, sorting/filtering, and pivot tables).
• Analytical Thinking: Ability to interpret financial data and identify discrepancies.
• Attention to Detail: High accuracy in manual data entry and reconciliation.
• Problem Solving: Skilled in resolving commission issues and handling escalations.
• Communication: Clear and professional interaction with agencies and internal departments.
• Time Management: Ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Customer Service: Strong relationship management and follow-up skills.
• Adaptability: Responsive to changing priorities and ad hoc requests.
• Collaboration: Works effectively across departments and with external partners.

Education & Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in Business, Finance, Accounting, or related field preferred.
• 2-4 years of experience in billing, collections, commissions processing, or financial operations.
• Experience working in insurance, financial services, or a corporate operations environment preferred.
• Familiarity with commission structures, agent billing, and reconciliation processes.

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I n certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia , California, Colorado, Connecticut, Illinois , Maryland , Massachusetts , New York and Washington, the national base pay range for this job level is $35,000 to $65,000 annually.Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees - and their family members - achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA's benefits, please visit cnabenefits.com .
CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .