Broker Support Manager

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 Canada

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!

Experior Financial Group Inc. is committed to job posting transparency. The Broker Support Manager position is currently an open and vacant role within the organization.