Contracting Operations Associate

About Spark Advisors

We’re Spark, a mission-driven company helping independent Medicare brokers build the insurance business of their dreams. The vast majority of beneficiaries select benefits with the help of an independent broker, but technology and support for brokers is woefully antiquated. We provide workflows and services to help brokers achieve transformative growth.

In just four years, we’ve partnered with over 5,000 brokers and enrolled over 140,000 beneficiaries, making us the fastest-growing Medicare brokerage in the country. Brokers love us: during this period of intense growth, we’ve maintained an NPS of 91 and a client retention rate of 93%, and we’ve helped brokers grow on average >100% since partnering with us.

It’s an exciting time to be at Spark. Our diverse, remote-first team comes from leading technology, healthcare, and insurance companies, and has grown from 40 to 70 in the last year. Most recently, we’ve raised a Series B from leading investors who share our ambition.

Join us: we’re always on the lookout for sharp, talented, empathetic teammates.

Summary

The Contracting Success Operations Associate will join a dynamic customer success team tasked with supporting medicare insurance agents and agency principals through efficient contract processing operations, live video walkthroughs, and troubleshooting challenges related to contracting and implementation. The ideal candidate is an extremely detail-oriented, adaptable multi-tasker with strong communication skills and a desire to deliver outstanding, high-touch, customer experiences.

You will report directly to the Manager of Contracting Operations and collaborate closely with them to ensure fast feedback loops and continuously improve processes. This is a remote first position with preference for an individual living in the CST or PST time zones.

Key Responsibilities

• Provide exceptional support to agents through email, 1-on-1 calls, and group video walkthroughs, offering troubleshooting assistance and clear guidance.
• Coordinate contracting workflows seamlessly between Spark, insurance carriers, and Medicare brokers, ensuring accuracy and timeliness.
• Respond promptly and professionally to Medicare broker inquiries across a range of contracting-related topics.
• Deliver top-tier customer experiences during Medicare broker implementation and ongoing high-touch support.
• Efficiently process new and transferring contracts for Medicare agents and agency principals.
• Identify opportunities to streamline workflows and recommend improvements to enhance team efficiency.

What Success Looks Like

• The team operates effectively and exceeds service level agreement (SLA) goals, with your contributions playing a critical role.
• Agents consistently receive clear, patient, and professional support throughout their implementation and troubleshooting journeys.
• Contracts are processed quickly and accurately, reducing delays and minimizing friction for agents.
• Workflows are optimized and streamlined, thanks to your keen eye for identifying process improvements.

Skills Knowledge and Expertise

• 1-3 years of experience in operations, customer support, success, or a similar role.
• A customer-obsessed approach to problem-solving, with a passion for delivering high-quality experiences.
• A proactive mindset, are resourceful and have the ability to identify areas for improvement within workflows.
• Proven ability to:
  • Meet and exceed Service Level Agreements (SLAs) in a fast-paced environment.
  • Maintain extreme attention to detail while managing multiple tasks.
  • Excellent verbal and written communication skills.
  • Quickly adapt to new technologies, workflows, and processes.
  • Deliver exceptional customer service with patience and professionalism.

Nice to Haves

• Experience working with insurance agents, contracts, or Medicare (1-3 years) is a plus but not required.
• Familiarity with ticketing software and communication tools.
• A strong interest or background in supporting small business owners or independent agents.

Compensation