Key Responsibilities and Required Skills for Brokerage Coordinator

🎯 Role Definition

The Brokerage Coordinator is an operations-focused professional who supports the end-to-end brokerage lifecycle — from client onboarding and transaction intake to documentation, carrier/partner coordination, compliance checks, and post-transaction reconciliation. Working at the intersection of sales, operations, and compliance, the Brokerage Coordinator ensures accurate, timely processing of orders, policies or shipments, maintains clear client and partner communication, and mitigates operational and regulatory risk. This role typically sits within brokerage, logistics, insurance, or financial services firms and requires strong attention to detail, robust process discipline, and the ability to manage multiple stakeholders.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer service representative (insurance, logistics or financial services)
Administrative or operations assistant in brokerage or sales support
Junior account coordinator or inside sales support

Advancement To:

Senior Brokerage Coordinator / Lead Coordinator
Brokerage Operations Specialist
Brokerage Operations Manager / Team Lead

Lateral Moves:

Client Services Manager
Compliance or Risk Analyst (brokerage-focused)
Trading Support / Trade Operations Specialist

Core Responsibilities

Primary Functions

Manage end-to-end transaction intake and processing: receive quotes/orders, verify client information, create and update records in CRM and/or brokerage management systems, and ensure all required documentation is attached before submission to underwriting, carriers, or counterparties.
Coordinate carrier, vendor and partner communications to obtain quotes, capacity confirmations, endorsements, and service confirmations; escalate time-sensitive exceptions to sales or management to maintain SLA and client satisfaction.
Perform comprehensive documentation review and quality assurance for policies, bills of lading, trade confirmations, premium invoices, and endorsements; correct and reissue documents to eliminate operational errors and regulatory exposure.
Prepare and submit binders, certificates, binder confirmations, and proof of coverage to clients and brokers; track expiration and renewal dates to proactively manage renewals and cancellations.
Execute shipment and freight coordination activities where applicable: arrange carrier bookings, confirm pickup/delivery windows, monitor in-transit status, update tracking in systems, and communicate delays or claims to clients and internal stakeholders.
Reconcile commissions, fees, and premium payments: verify commission splits, process commission memos, and coordinate with accounting to ensure accurate payments to brokers and partners.
Process endorsements, mid-term adjustments, policy changes and cancellations in the management system, ensuring effective dates, retroactivity and billing adjustments are properly documented and communicated.
Validate and process client payments, premiums and trust account deposits; follow established controls for payment posting, refunds and reconciliations to reduce financial errors and maintain audit readiness.
Maintain compliance with regulatory and internal control requirements: ensure licensing checks, AML/KYC documentation, E&O coverage checks, and adherence to state or federal brokerage rules; prepare documentation for audits.
Execute trade capture and settlement support (for financial brokerage contexts): verify trade details, coordinate confirmations, resolve fails, and liaise with clearing firms and back-office operations to meet settlement deadlines.
Conduct daily transaction reporting and exception management: generate exception lists, prioritize follow-up tasks, and close items to meet SLA targets and minimize open items.
Onboard new clients and counterparties: collect and verify required KYC/AML documents, set up accounts in systems, define billing terms and commission structures, and deliver onboarding documentation.
Prepare and deliver client-facing communications and reports: monthly activity summaries, premium invoices, status updates, and ad-hoc reconciliation reports that clearly document actions taken and next steps.
Manage claims intake and coordination support: gather initial claim information, submit to carriers or insurers, track claim status, and provide periodic updates to clients and producers/brokers.
Maintain and improve standard operating procedures (SOPs) and knowledge base articles to increase team consistency and reduce onboarding time for new staff.
Use electronic trading platforms, policy administration systems, or freight management systems to enter and track transactions, and ensure data integrity through routine audits.
Monitor and report on key operational metrics (turnaround time, error rate, open exceptions, renewal retention) to management and recommend process improvements based on trends.
Collaborate with sales, underwriting, legal and IT teams to resolve complex or escalated client issues, negotiate exceptions, and implement system fixes or workaround procedures.
Coordinate endorsements, certificates of insurance and contractual document delivery for client contractual obligations, ensuring deadlines and specific certificate wording requirements are met.
Facilitate electronic filing and retention of documents to meet internal records retention policies and regulatory recordkeeping obligations; perform periodic archiving and retrieval when requested for audits or client inquiries.
Support periodic audits, regulatory exams, and internal control testing by compiling documentation, responding to requests, and implementing remediation steps for identified control gaps.
Train and mentor junior coordinators and temporary staff on systems, best practices and SLAs to ensure consistent, high-quality service across the team.

Secondary Functions

Produce ad-hoc transaction, billing and activity reports to support sales leadership and account teams with account reviews and client meetings.
Participate in cross-functional project work (system implementations, billing migrations, regulatory change initiatives) to ensure operations needs are represented and automated where possible.
Contribute to continuous improvement projects: map workflows, identify automation opportunities (e.g., templates, macros, API integrations), and pilot efficiency gains with measurable results.
Support periodic rate and commission audits, providing data and documentation to reconciliation and finance teams.
Assist with vendor management, including onboarding new carriers or partners, maintaining service agreements, and evaluating performance against SLAs.
Help design and deliver training sessions and job aids for process changes, system updates, and compliance requirements.
Maintain and update CRM and brokerage management system data hygiene: deduplicate records, correct address/billing errors and standardize naming conventions for accurate reporting.

Required Skills & Competencies

Hard Skills (Technical)

Broker operations systems: experience with industry systems such as Applied Epic, Vertafore, Salesforce, AMS360, BrokerCloud, or equivalent CRM/brokerage platforms.
Document management and e-signature tools: proficiency with DocuSign, Adobe Sign, SharePoint, or other document storage and retrieval platforms.
Financial reconciliation: ability to reconcile premiums, commissions, invoices, and trust accounts with attention to audit trails and GL mapping.
Trade/settlement platforms (if applicable): familiarity with trade capture and settlement systems, confirmations matching and clearing workflows.
Shipping and freight platforms (if applicable): experience with TMS, carrier portals, or freight booking platforms including creation of BOLs and shipment tracking.
Compliance and licensing systems: knowledge of KYC/AML processes, state licensing databases, and recordkeeping requirements for brokers.
Advanced Excel: strong skills in VLOOKUP/XLOOKUP, pivot tables, INDEX/MATCH, conditional formatting and basic macros to manage and analyze transactional data.
Email and calendar management at scale: experience using Outlook, Gmail and calendaring tools to manage client deadlines and carrier appointments.
Billing and invoicing software: experience generating invoices, credit memos and processing refunds within an accounting or billing module.
Workflow and ticketing tools: familiarity with Zendesk, Jira Service Management, or similar platforms for tracking exceptions and SLA performance.
Data quality and validation: ability to perform data validation, reconcile datasets across systems, and maintain high data integrity.
Basic SQL or reporting tools (preferred): ability to extract and filter transaction data using SQL, Power BI, Tableau, or similar reporting tools for ad-hoc analysis.

Soft Skills

Exceptional attention to detail and accuracy — proven track record of minimizing processing errors in high-volume environments.
Strong written and verbal communication — able to prepare clear client communications, internal status updates and escalation memos.
Customer-service orientation — proactive problem-solver who manages expectations and builds credibility with clients and producers.
Time management and prioritization — demonstrated ability to manage competing priorities and meet tight SLAs.
Analytical mindset — comfortable identifying root causes of recurring errors and proposing process or system changes.
Team collaboration — works cross-functionally with underwriting, finance, IT and sales to ensure smooth transaction flow.
Adaptability and resilience — responds effectively to unexpected operational disruptions and fast-paced change.
Confidentiality and professional discretion — handles sensitive client and financial data in accordance with compliance standards.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent required.

Preferred Education:

Bachelor’s degree in Business Administration, Finance, Risk Management, Supply Chain, or related field preferred.

Relevant Fields of Study:

Business Administration
Finance or Accounting
Risk Management / Insurance
Supply Chain / Logistics
Information Systems or Operations Management

Experience Requirements

Typical Experience Range: 1–4 years of relevant experience in brokerage operations, customer service within brokerage/insurance/logistics, or trade/freight support roles.

Preferred: 2–5+ years supporting brokerage transactions (insurance, freight, or financial services), with demonstrated experience using industry systems, handling documentation end-to-end, and working with cross-functional stakeholders.