Experior Financial Group

Manager

• Support the team in administering back-office processes including: Agent profile setup and maintenance, Terminations and account holds, Mailing list management and onboarding communications
• Support the team in setting up and managing agent payment structures in accordance with the Agent Agreement (AOA), ensuring understanding and compliance with compensation rules
• Ensure the team responds to inquiries from agents and internal stakeholders (via Salesforce, email, phone, and tickets) within 48 hours, maintaining professionalism and clarity
• Support and guide the team in managing and communicating chargeback-related debt collections with agents, ensuring accuracy, transparency, and strong communication
• Ensure the team develops a strong understanding of internal terminology, systems, and processes to effectively support agents
• Coach, develop, and support team members to improve performance, build skills, and maintain accountability to department standards
• Foster a positive, professional environment within the team and ensure strong relationships with agents and head office staff
• Support and oversee the use and continuous improvement of systems including: Back Office Platform, CRM (Salesforce), EFA (Expert Financial Analysis)
• Identify opportunities to improve processes, systems, and efficiencies, and provide recommendations
• Ensure training materials are maintained and updated to reflect process changes and newly acquired knowledge
• Work cross-functionally with all departments to ensure seamless agent experience
• Support the team in assisting with agent website setup and related onboarding tasks as proficiency develops
• Monitor team capacity and allocate resources effectively, ensuring productivity and support across departments
• Perform additional duties as assigned as the role evolves

Broker Support Manager

Product Manager

• Define and execute the product roadmap, aligning features, enhancements, and issue resolution with business goals and measurable value.
• Prioritize the product backlog (features, bugs, enhancements) based on business urgency and stakeholder impact.
• Maintain ownership of the CRM and specialized product areas (e.g., Scoreboard and Promotions), driving ongoing strategy and improvements.
• Partner with stakeholders (Head Office, Agents, Admins, Executives) to gather feedback, validate requirements, and ensure alignment.
• Coordinate weekly releases, stakeholder communications, release “Pushes,” and pre-release feature demonstrations.
• Collaborate closely with offshore development teams, and third-party vendors to ensure high-quality, on-time delivery.
• Review and approve product requirements and evaluate releases for quality, timeline adherence, and business value.
• Drive product adoption and continuous improvement through CRM training, QA support, analytics insights, and ongoing product evaluation.

Broker Support Manager

Product Owner