Broker Support Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist the team in managing back-office operations, including agent profile creation and upkeep, terminations, account holds, mailing list oversight, and onboarding communications.

• Aid the team in establishing and overseeing agent payment structures according to the Agent Agreement (AOA), ensuring comprehension and adherence to compensation guidelines.

• Guarantee that the team addresses inquiries from agents and internal stakeholders (via Salesforce, email, phone, and tickets) within 48 hours while maintaining professionalism and clarity.

• Guide the team in handling and communicating chargeback-related debt collections with agents, ensuring precision, transparency, and effective communication.

• Ensure the team cultivates a robust understanding of internal terminology, systems, and processes to provide effective support to agents.

• Mentor, develop, and assist team members to enhance performance, build skills, and uphold accountability to departmental standards.

• Promote a positive, professional atmosphere within the team and nurture strong relationships with agents and head office personnel.

• Support and supervise the utilization and ongoing enhancement of systems, including the Back Office Platform, CRM (Salesforce), and EFA (Expert Financial Analysis).

• Identify areas for process, system, and efficiency improvements and offer recommendations.

• Ensure training materials are kept current and updated to reflect process modifications and newly acquired knowledge.

• Collaborate cross-functionally with all departments to ensure a seamless agent experience.

• Assist the team with agent website setup and related onboarding tasks as proficiency increases.

• Monitor team capacity and effectively allocate resources to ensure productivity and support across departments.

• Perform additional duties as assigned as the role evolves.

⛳️ Requirements

• 2–3 years of experience in a leadership or management position is required.

• Experience with an IMO or insurance carrier is advantageous.

• Proven ability to lead, coach, and develop high-performing teams.

• Excellent verbal and written communication skills, with the ability to professionally engage both internal and external stakeholders.

• Flexible and adaptable, willing to take on evolving responsibilities and support other departments as necessary.

• Committed to ensuring compliance with all company policies, procedures, and guidelines.

• Strong organizational and time-management skills, capable of effectively prioritizing and managing multiple tasks.

• Highly analytical with strong problem-solving skills to efficiently identify and resolve issues.

• Must reside in Canada and be authorized to work there.

• Bilingual in Spanish is a significant asset; a willingness to learn Spanish is also regarded as a strong advantage.

🏝️ Benefits

• Work-life balance with paid vacation and sick days.

• Competitive compensation.

• Comprehensive medical, dental, and vision benefits.

• Flexible work options.

• Opportunities for career growth and development.

• Diverse team environment.

• Straight day shifts with no weekends.

• Company events and celebrations.

• Tuition reimbursement.

• Company-provided equipment.