Broker Service Manager

Description
Job Title:
Broker Service Manager
Job Type: FT

Location:

Hybrid, to be considered for this role you must reside in the state of MN, and able to commute to our Edina office

The Broker Service Manager (BSM) is a key member of the Account Management team, responsible for managing and nurturing relationships with broker partners. The BSM acts as the primary point of contact for brokers, ensuring seamless communication, service delivery, and problem resolution. This role requires a strategic mindset, strong interpersonal skills, and a deep understanding of the broker-client dynamic and the company’s offerings.

The BSM will work closely with brokers to support their clients  needs, drive satisfaction, and contribute to the growth and success of broker partnerships. The Broker Service Manager will report to a Director of Account Management.

• Relationship Management:
  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.
• Service Delivery Coordination:
  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.
• Support Broker-Client Interactions:
  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.
• Sales Team
  
  Collaboration:
  
  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.
• Reporting and Analytics:
  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.
• Continuous Improvement and Innovation:
  Gather feedback from brokers on 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.
• Occasional travel may be required.
• Maintain quality work that exemplifies and promotes our company’s core values.

• 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.
• Preferred associate or bachelor’s degree but not required.
• Comfortable working with CRM tools (e.g. Microsoft Dynamics) and…