Broker Success Specialist

The Broker Success Specialist (BSS) is the primary relationship owner for an assigned portfolio of licensed agents and brokers. This is a desk-based, predominantly telephonic role centered on relationship management and production activation. The BSS is responsible for activating, retaining, and growing production from existing producer relationships, while onboarding and developing new recruits introduced by the Agency Growth Manager. The BSS serves as the connective tissue between producers and the organization, ensuring that every agent in their portfolio has the support, knowledge, and motivation to produce consistently. The right candidate is energized by phone-based relationship building, takes initiative in managing a large producer portfolio, and understands what drives production from the agent's perspective. This role carries both relationship accountability and a defined activity standard.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Portfolio Relationship Management (Primary Responsibility - approximately 60% of role)

• Own an assigned book of licensed agents and brokers; serve as their primary point of contact throughout the producer lifecycle.
• Conduct proactive outreach to dormant and low-activity relationships; do not wait for producers to initiate contact.
• Schedule and lead regular check-ins with top-tier and mid-tier producers in the assigned portfolio.
• Identify agents who are licensed but not producing and develop targeted reactivation plans to bring them back to active status.
• Build trust and rapport that translates into consistent submission and production activity.
• Serve as the first point of escalation for producer concerns before they require management involvement.

New Recruit Onboarding and Development (approximately 20% of role)

• Receive warm handoffs from the Agency Growth Manager on newly contracted agents and assume ownership of the ongoing relationship.
• Lead the onboarding experience from contract execution through the producer's first submission.
• Conduct product and platform orientation for new recruits, including ICHRA and EDE platform training.
• Identify knowledge gaps in new recruits and coordinate with training resources to address them.
• Track new recruit activation milestones and report status to sales leadership.

Production Activation and Retention (approximately 20% of role)

• Monitor portfolio production data and identify agents trending downward or going dormant.
• Implement targeted outreach campaigns to re-engage low-activity agents.
• Surface upsell and cross-sell opportunities within the existing book and communicate them to the Agency Growth Manager.
• Provide agents with competitive talking points, product updates, and relevant market intelligence.
• Communicate production incentives, bonuses, and recognition programs to assigned producers.

TRAVEL

• Minimal. This is a hybrid remote/in-office role. Occasional travel may be required for producer meetings, training events, or team gatherings.