Broker & Carrier Relations Director

Integrity; Charleston (WV); On-site; USD 90,000 - 120,000; Full time

Job summary

Integrity is seeking an Account Director to deliver exceptional customer support to agents and marketers. This role acts as the liaison between agents, Integrity, and carriers, addressing issues and proactively resolving roadblocks to ensure agent satisfaction.

The position requires empathy, forward-thinking, and strong problem-solving with effective communication. Limited day travel is expected as you guide agents through contracting and portal navigation while maintaining thorough records.

Qualifications

• Experience delivering high-quality customer support to agents and marketers.
• Ability to manage multiple relationships and priorities.
• Strong written and verbal communication.
• Willingness to travel occasionally.

Responsibilities

• Serve as the main point of contact between agents and carriers, ensuring high levels of service and effective communication.
• Develop and nurture new and existing relationships to drive agent satisfaction and loyalty.
• Provide proactive support by troubleshooting and resolving agent concerns, aiming for first-call resolution whenever possible.
• Guide agents through processes, including contracting, certification, and navigating carrier portals.
• Address escalations and resolve conflicts with empathy and professionalism, involving leadership when necessary.
• Ensure thorough documentation of interactions and maintain accurate records.
• Complete scheduled outreach calls, ensuring timely follow-ups and team communication as needed.
• Continuously learn and improve to enhance service delivery.
• Perform additional tasks as assigned to support business objectives.

Skills

Problem-Solving

Customer Service

Interpersonal Skills

Written Communication

Teamwork

Professionalism

Organization

Initiative

Travel

Job description

Integrity is seeking an Account Director to deliver exceptional customer support to agents and marketers. This role acts as the liaison between agents, Integrity, and carriers, addressing issues and proactively resolving roadblocks to ensure agent satisfaction.

The position requires empathy, forward-thinking, and strong problem-solving with effective communication. Limited day travel is expected as you guide agents through contracting and portal navigation while maintaining thorough records.