Broker Support Manager

Responsibilities

• Support the team in administering back-office processes including:Agent profile setup and maintenanceTerminations and account holdsMailing list management and onboarding communications
• Set up and manage agent payment structures in accordance with the Agent Agreement (AOA), ensuring understanding and compliance with compensation rules
• Respond to inquiries from agents and internal stakeholders (via Salesforce, email, phone, and tickets) within 48 hours, maintaining professionalism and clarity
• Manage and communicate chargeback-related debt collections with agents, ensuring accuracy, transparency, and strong communication
• Develop 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 PlatformCRM (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
• Support the team in assisting with agent website setup and related onboarding tasks as proficiency develops
• Maintain 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 US
• Bilingual in Spanish is a significant asset; willingness to learn Spanish is also considered a strong advantage

Benefits

• 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
• Culture built on integrity, respect, and continuous improvement

Pay

Pay Range - $70,000 - $80,000/yr USD