Broker Success Manager

Founded in 1986, Infinisource Benefit Services is a nationally recognized provider of benefits administration. Services

include administration for COBRA, Flexible Spending Accounts, Health Savings Accounts, Health Reimbursement

Arrangements, Transit and Parking Plans and other benefits. IBS has processed over 12,000,000 FSA and HRA claims

and generated more than 14,250,000 COBRA notices without a single adverse judgment or penalty. When it comes to

benefits administration, years of experience matter. 

BRIEF STATEMENT OF THE PURPOSE OF THIS POSITION

The purpose of the Broker Success Manager is to ensure successful relationships with assigned Agents/Brokers by being the primary Infinisource point of contact for resolving operational issues across the Agent/Broker customer base.  He/she will develop relationships and pro-actively solve problems within assigned Agents/Brokers, working to reduce escalations and focus on providing a superior experience for each of Infinisource's Agents/Brokers. 

PRIMARY RESPONSIBILITIES OF THIS POSITION

• Deliver an incredible experience to all assigned Agents/Brokers
• Work with Agents/Brokers to create an escalation path for quick resolution of issues
• Conduct periodic meetings with assigned Agents/Brokers and make recommendations to provide continued success with Infinisource
• Understand the hierarchy of assigned Agent/Brokers
• Work closely with Infinisource Operations management to resolve open issues before they become escalated
• Track all open issues in NetSuite across all groups within an assigned Agent/Broker
• Spend portion of day on the phone with assigned Agents/Brokers
• Work closely with assigned Relationship Manager and help close sales opportunities from assigned Agents/Brokers
• Train Agents/Brokers to understand the various resources available to build their knowledge of Infinisource products and services 

EDUCATION AND EXPERIENCE NEEDED FOR THIS POSITION

• BA/BS preferred
• 3-5 years of experience in managing customer relationships
• Strong customer service focus 

SKILLS AND QUALIFICATIONS REQUIRED FOR THIS POSITION

• A passion for customer service
• Exceptional personal interaction and verbal/written communication skills
• Organized and methodical with excellent follow-through to ensure Agent/Broker expectations and deadlines are achieved
• Strong problem-solving abilities
• Ability to work with Microsoft office (Word,Excel,PowerPoint)
• Ability to work with CRM (NetSuite, SalesForce, etc.)

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Normal working conditions require normal to close concentration, visual attention and manual dexterity. Lifting requirements less than 10 pounds. Moderate noise.

DISCLAIMER:

The lists under Essential Functions and Additional Responsibilities are not exhaustive, but are merely the most accurate lists for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job

Current Openings for Broker Success Manager Jobs at Infinisource