Director, Program Relationships

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

📋 Description

• Act as the main point of contact for designated MGA members

• Facilitate the implementation and integration of MGA systems through comprehensive planning, testing, and training on technology rollouts

• Oversee member marketing and advertising communications

• Build and sustain professional relationships with members

• Address member inquiries, requests, and concerns

• Assess member needs and coordinate appropriate solutions

• Conduct regular check-ins and follow-ups with members

• Ensure accurate maintenance of member records and documentation

• Lead the onboarding process for new members

• Direct and evaluate MGA program compliance with BSPM procedures, resource utilization, and OpCo expectations

• Create and execute initiatives to enhance member engagement

• Monitor participation levels and work to boost engagement

• Supervise the delivery of communications to members

• Relay OpCo feedback to BSPM leadership

• Guide the implementation and execution of policy administrative systems

• Collaborate with underwriting, claims, compliance, finance, and other internal teams to resolve issues

• Track member requests and ensure they are resolved in a timely manner

• Maintain CRM and membership databases

• Generate member reports, activity summaries, and performance updates

• Develop and manage member resources, FAQs, and communications

• Identify recurring issues and propose process enhancements

• Advocate for members while upholding MGA policies and procedures

• Investigate concerns and facilitate resolutions

• Escalate complex or sensitive matters to management

• Adhere to compliance, documentation, and service standards

• Engage with BSU/BSPM capacity leadership regarding program needs, requests, and placements involving carrier and reinsurance relationships

⛳️ Requirements

• Over 10 years of experience in member services, account management, customer success, insurance operations, or a related domain

• Strong preference for experience in the insurance industry

• Experience with an MGA, carrier, agency, association, or insurance program is advantageous

• Exceptional relationship-management and communication skills

• Outstanding organizational and time-management capabilities

• Capacity to manage multiple priorities and meet deadlines

• Strong problem-solving abilities and commitment to follow-through

• Proficient in Microsoft Office and CRM/member-management systems

• Ability to communicate in a professional manner with insurance agents, brokers, carriers, vendors, and internal stakeholders

• Understanding of commercial insurance and insurance distribution

• Familiarity with underwriting, claims, policy administration, or agency operations

• Experience managing a portfolio of members, accounts, or agencies

• Strong presentation and meeting facilitation skills

• Data reporting and analytical proficiency

• Ability to recognize trends and convert member feedback into actionable recommendations

🏝️ Benefits

• Comprehensive health and wellness programs

• Competitive salary and performance-based incentives

• Opportunities for professional development and growth

• Flexible work arrangements