Broker Support Manager

Experior Financial

2d•$65,000 - $70,000•Remote

About The Position

Experior is looking for an experienced and people-focused Broker Support Manager to lead and support our Broker Support team while partnering closely with internal departments. This role is critical to ensure smooth back-office operations, clear and accurate communication, and a consistently high level of service for our agents and stakeholders across the organization. The Broker Support Manager plays a key leadership role in supporting the Broker Support team and internal departments by ensuring smooth administrative operations, accurate communication, and a high level of service across the organization.

Requirements

2–3 years of experience in a leadership or management role required
Demonstrated ability to lead, coach, and develop high-performing teams
Strong verbal and written communication skills, with the ability to engage professionally with both internal and external stakeholders
Flexible and adaptable, with a willingness to take on evolving responsibilities and support other departments as needed
Committed to ensuring compliance with all company policies, procedures, and guidelines
Strong organizational and time-management skills, with the ability to effectively prioritize and manage multiple tasks
Highly analytical with strong problem-solving abilities to identify and resolve issues efficiently
Must reside and be authorized to work in the USA

Nice To Haves

Experience with an IMO or insurance carrier is considered an asset
Bilingual in Spanish is a significant asset; willingness to learn Spanish is also considered a strong advantage.

Responsibilities

Support the team in administering back-office processes including: Agent profile setup and maintenance, Terminations and account holds, Mailing list management and onboarding communications
Support the team in setting up and managing agent payment structures in accordance with the Agent Agreement (AOA), ensuring understanding and compliance with compensation rules
Ensure the team responds to inquiries from agents and internal stakeholders (via Salesforce, email, phone, and tickets) within 48 hours, maintaining professionalism and clarity
Support and guide the team in managing and communicating chargeback-related debt collections with agents, ensuring accuracy, transparency, and strong communication
Ensure the team develops a strong understanding of internal terminology, systems, and processes to effectively support agents
Coach, develop, and support team members to improve performance, build skills, and maintain accountability to department standards
Foster a positive, professional environment within the team and ensure strong relationships with agents and head office staff
Support and oversee the use and continuous improvement of systems including: Back Office Platform, CRM (Salesforce), EFA (Expert Financial Analysis)
Identify opportunities to improve processes, systems, and efficiencies, and provide recommendations
Ensure training materials are maintained and updated to reflect process changes and newly acquired knowledge
Work cross-functionally with all departments to ensure seamless agent experience
Support the team in assisting with agent website setup and related onboarding tasks as proficiency develops
Monitor team capacity and allocate resources effectively, ensuring productivity and support across departments
Perform additional duties as assigned as the role evolves