Broker Support Manager
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.
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
Qualifications:
- 2–3 years of experience in a leadership or management role required
- Experience with an IMO or insurance carrier is considered an asset
- 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
- Bilingual in Spanish is a significant asset; willingness to learn Spanish is also considered a strong advantage.
What Experior Financial Group Inc. can offer you:
- Work-life balance with paid vacation and sick days
- Competitive compensation
- Comprehensive medical, dental, and vision benefits
- Flexible work options
- Career growth and development opportunities
- Diverse team environment
- Straight day shifts with no weekends
- Company events and celebrations
- Tuition reimbursement
- Company-provided equipment
Pay Range - $65,000 - $70,000/yr USD
The compensation range reflects a data-driven estimate of starting base pay for full-time (40 hours per week) employment. Individual pay may vary based on geographic location, job related skills, knowledge, experience, education etc.
Experior Financial Group Inc. has been certified a Great Place to Work 2025-2026!
Compensation$65,000 - $70,000/yr USD
