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FloresHR · 2 days ago

Broker Service Manager

United States

Full-time

Remote

Senior Level

5+ years exp

FloresHR is dedicated to providing exceptional client experiences and is seeking a Broker Service Manager to join their Account Management team. This role involves managing relationships with broker partners, ensuring effective communication, service delivery, and addressing broker and client needs to enhance satisfaction and partnership growth.

Financial ServicesHealth CareHuman Resources

Responsibilities

Develop and maintain strong, positive relationships with assigned broker partners

Serve as the primary point of contact for brokers, providing timely and accurate responses to inquiries and requests

Regularly engage with brokers to understand their needs, challenges, and goals, and offer tailored solutions that align with our services

Coordinate and oversee the delivery of services to brokers, ensuring that all commitments are met and that brokers receive a high level of support

Collaborate with internal teams, including Account Management, Operations, and Customer Support, to ensure that broker-related issues are resolved promptly and effectively

Monitor service delivery performance, identify potential areas for improvement, and implement corrective actions as necessary

Facilitate communication between brokers and their clients, ensuring that both parties are aligned and informed on key matters

Assist brokers in presenting our products and services to their clients, providing the necessary materials, training, and support

Help brokers manage escalations or complex client issues, leveraging internal resources to achieve resolution

Attend client Open Enrollment events and benefit fairs as needed to support brokers and enhance client engagement

Partner with Business Development Directors (BDDs) to support opportunities for growth within broker partnerships, without owning the sales process directly

Coordinate with BDDs to prepare for and participate in finalist meetings, ensuring brokers have the necessary resources and insights to succeed

Act as a liaison between brokers and the sales team, aligning efforts to maximize client satisfaction and partnership expansion

Provide brokers with regular updates and reports on service usage, client activity, and other relevant metrics

Analyze data to identify trends, opportunities, and areas for improvement, and communicate these insights to brokers

Support brokers in tracking and achieving their business objectives through informed decision-making and strategic guidance

Gather feedback from brokers on our products, services, and processes, and work with internal teams to drive enhancements

Stay informed about industry trends, regulatory changes, and competitive offerings, and advise brokers on best practices and opportunities for growth

Contribute to the development of new products, services, and initiatives that address broker and client needs

Perform other duties as assigned

Qualification

Account ManagementBroker RelationsData AnalysisCRM ToolsInterpersonal SkillsCustomer ServiceProblem-SolvingOrganizational Skills

Required

An individual that understands the value of providing a high level of customer service

Minimum of 5 years of experience in account management, client relations, or a similar role, preferably within the financial services, insurance, or benefits administration industry

Proven experience working with brokers or similar intermediaries, with a strong understanding of broker-client dynamics

Comfortable working with CRM tools (e.g. Microsoft Dynamics) and Microsoft Excel or similar tools to manage data and communication

Strong problem-solving abilities, with a strategic mindset and a focus on delivering results

Proficiency in data analysis and reporting, with the ability to translate insights into actionable recommendations

A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment

Able to confidently use independent judgment and expertise to manage broker-client interactions

Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner

An internally motivated individual with a high level of personal worth looking to grow personally and professionally

A qualified candidate who possesses above average analytical and problem-solving skills

Able to perform this job successfully and grow into managing significant client relationships

Preferred

Preferred associate or bachelor's degree but not required

Benefits

Competitive Benefits

Medical, dental, and vision benefits for employees and their families

Company funded HSA’s

Pre- and Post-tax 401k’s with a company match up to 5%

Life Insurance

Accident Insurance

Pet insurance

Generous vacation policy

Life Balance Reimbursement Plan

Volunteer program

Company

FloresHR

FloresHR is a premier administrator of employer-sponsored reimbursement plans including Flexible Spending Accounts (FSAs), Health Savings Accounts (HSAs), Health Reimbursement Accounts (HRAs) and Commuter Benefit Accounts (CBAs) as well as Life Balanced Lifestyle Spending Accounts and Student Loan Repayment Assistance and Tuition Assistance.

Founded in 1986

Charlotte, North Carolina, USA

201-500 employees