The SunCare Broker Support Agent provides frontline operational support to SunCare agents by managing all inbound communications to the Broker Support department. This role serves as a central point of contact for agent inquiries, onboarding assistance, system navigation, and coordination with internal teams, including Commissions.
**Requirements**:
- 1 year of previous experience in a call center.
- Advanced English level.
- MS Office: Word, Excel, Power Point.
- Ability to navigate multiple web‑based systems.
- Insurance knowledge (desirable)
**Responsibilities**:
Inbound Phone Support
- Answer and manage all inbound phone calls to the Broker Support department
- Provide first-level support to agents related to:
- General operational and process questions
- Agent onboarding status and next steps
- Platform navigation (including e123)
- Issue triage and routing to appropriate internal teams
- Maintain professional, courteous, and solution-focused communication
mail Support
- Provide timely, accurate, and well-documented responses
- Escalate complex issues following defined workflows
Agent Onboarding Assistance




- Support agents through the onboarding process by:
- Answering onboarding-related questions
- Verifying completion of required steps
- Guiding agents to the appropriate internal resources
- Coordinate onboarding progress with internal teams as needed
- Ensure agents receive clear, consistent communication throughout onboarding
Commissions Coordination
- Serve as a liaison between agents and the Commissions team
- Assist with:
- Basic commission status inquiries
- Routing commission-related questions appropriately
- Tracking and documenting commission issues until resolution
- Ensure agents are informed of next steps and expected timelines
Documentation & Systems
- Maintain clear case notes and follow-up records
- Support operational reporting and visibility through proper documentation
**Benefits**
- Private Health Insurance.
- Life Insurance.
- Saving Funds and Voluntary Savings Account.
- Profit Sharing (PTU).
- Vacation Days (above law).
- Christmas bonus.
- Vacation premium.

📌 Broker Support Agent (Tijuana)
🏢 Confie
📍 Tijuana