bamboohr
Broker Support Manager
Experior Financial
USA
Full-time
Mid · 2+ years experience
Onsite
USD 65000-70000 yearly / year
Discovered 1 weeks ago
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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
- 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)
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