Broker Support Manager

Experior Financial Group; Northern (KY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

401(k) program

Health, vision, dental benefits

Remote opportunities

Employee Assistance Program

Job summary

Experior Financial Group Inc. is seeking a Broker Support Manager to lead the Broker Support team and partner with internal departments. The role emphasizes back-office operations, accurate communication, and superior service for our agents and stakeholders across the organization.

Key duties include guiding agent payment structures, ensuring timely responses, and coaching team members to meet standards. Remote opportunities are available, with a focus on collaboration across offices and systems

Qualifications

• 2–3 years of experience in a leadership or management role.
• 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 internal and external stakeholders.
• Flexible and adaptable with evolving responsibilities and cross-department support.
• Must reside and be authorized to work in the USA.
• Bilingual in Spanish is a significant asset; willingness to learn Spanish is advantageous.

Responsibilities

• Lead and support the Broker Support team and coordinate with internal departments.
• Oversee back-office processes including agent setup, terminations, and communications.
• Manage agent payment structures in accordance with the Agent Agreement.
• Ensure timely responses to inquiries via Salesforce, email, phone, and tickets within 48 hours.
• Guide debt-collection communications related to chargebacks with agents.
• Develop team proficiency in internal systems (Back Office, Salesforce, EFA).
• Coach and develop team members to meet department standards and performance goals.
• Foster a professional, collaborative environment with agents and head-office staff.
• Identify process improvements and ensure training materials are up-to-date.
• Work cross-functionally to ensure seamless agent experience and onboarding tasks.

Skills

Leadership

Communication

Coaching & Development

Organizational Skills

Analytical Thinking

Problem Solving

Time Management

Cross-functional Collaboration

Bilingual Spanish (assets)

Tools

Salesforce

Back Office Platform

EFA (Expert Financial Analysis)

Job description

Broker Support Manager

"Building financial foundations for families to empower them today and leave a legacy for tomorrow.”

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:

• Competitive compensation and a comprehensive total rewards package, including a 401(K) program, and group benefits coverage (health, vision, dental, and short-term disability), as well as access to mental health supports and an Employee Assistance Program.
• Growing organization with long-term career opportunities.
• Remote opportunities available.
• Ongoing training and development to help you grow your skills.
• Opportunity to work alongside experienced industry professionals and leaders.
• Collaborative, supportive team environment where your contributions are recognized and valued.
• Culture built on integrity, respect, and continuous improvement.

Pay Range - $70,000 - $80,000/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. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Reasonable accommodations will be provided to qualified individuals with disabilities upon request

Experior Financial Group Inc. has been certified a Great Place to Work 2025-2026!