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IA Relations Specialist - 100% Remote (US &… at Avoya Travel · 100%…
Job Description
IA Relations Specialist - 100% Remote (US & Eligible States Only
Full Time · Location: 100% Remote - USA, US
LOCATION: 100% Remote – US Only & Eligible States
FLSA STATUS: NON-EXEMPT, FULL-TIME
ABOUT AVOYA
Avoya Travel is transforming how people plan and book vacations by connecting travelers with expert travel professionals through our innovative platform. We’re one of North America’s fastest‑growing travel companies, delivering exceptional service, exclusive offers, and memorable travel experiences.
Our team shares a passion for exploration, service, and achieving remarkable results. We offer competitive pay and benefits, flexible remote and hybrid work options, ongoing learning opportunities, and generous travel perks—all within a fun, supportive, and collaborative culture focused on wellness and work/life balance.
We’re looking for talented individuals who thrive in innovative, team‑oriented environments to join our growing organization.
ABOUT THE OPPORTUNITY
At Avoya Travel, our Independent Advisors are at the heart of everything we do. We're looking for an IA Relations Specialist who is passionate about building relationships, delivering exceptional service, and serving as a trusted partner throughout the advisor’s journey. This position serves as a primary point of contact for Independent Advisors (IAs) and Independent Lead Agencies (ILAs), supporting affiliation management, advisor transitions, renewals, account maintenance, and ongoing relationship success.
As an IA Relations Specialist, you'll play a critical role in creating a positive advisor experience by providing guidance, resolving complex issues, coordinating advisor lifecycle activities, and collaborating with cross-functional teams to ensure advisors receive timely and effective support. You'll have the opportunity to build strong relationships, influence positive outcomes, and contribute to initiatives that drive advisor satisfaction, retention, and operational excellence.
The ideal candidate is a proactive problem solver who thrives in a fast-paced environment, communicates effectively, and enjoys balancing relationship management with operational responsibilities. You are highly organized, detail-oriented, and committed to delivering exceptional service while maintaining accuracy and professionalism.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Advisor Relationship Management & Support
- Serve as a primary point of contact and trusted resource for Independent Advisors (IA) and agency owners.
- Build, develop, and maintain strong professional relationships that support advisor satisfaction, engagement, and retention.
- Provide timely, accurate, and solution-oriented support regarding affiliations, account status, policies, procedures, and operational inquiries.
- Manage complex advisor issues through resolution while maintaining ownership and accountability throughout the process.
- Proactively identify advisor concerns, trends, and opportunities to improve the overall advisor experience.
- Support advisor communication initiatives and relationship-building programs.
- Educate advisors on company processes, requirements, and available resources.
Advisor Lifecycle Management
- Manage advisor affiliations, renewals, non-renewals, account deactivations, and status changes.
- Coordinate advisor transitions, including booking reviews, client ownership evaluations, account closures, and related administrative activities.
- Ensure all advisor’s lifecycle transactions are completed accurately, timely, and in accordance with company policies.
- Monitor transition timelines and proactively communicate updates to advisors and internal departments as needed.
- Support retention efforts by identifying and escalating potential advisor risks or concerns.
- Administer advisor affiliation fees and related account maintenance activities.
Operational Excellence & Process Improvement
- Maintain accurate advisor records, documentation, contracts, licenses, and account information across multiple systems.
- Analyze advisor-related issues and collaborate with internal departments to resolve operational challenges.
- Partner closely with Technology, Accounting, Customer Service, Sales, and Operations teams to ensure effective support and issue resolution.
- Identify process gaps and recommend improvements to enhance operational efficiency and advisor satisfaction.
- Maintain reports, records, metrics, and documentation related to advisor activity and lifecycle management.
- Assist with testing, implementation, and adoption of new tools, systems, and processes impacting advisor support.
- Participate in special projects and department initiatives as assigned.
Required Skills, Knowledge & Abilities
- Exceptional relationship management and customer service skills.
- Strong verbal, written, and interpersonal communication skills.
- Ability to build credibility, trust, and influence with advisors and internal stakeholders.
- Strong understanding of advisor lifecycle management, affiliations, renewals, non-renewals, and transitions.
- Advanced problem-solving and critical-thinking skills.
- Ability to independently manage complex situations while balancing multiple priorities.
- Strong organizational skills with exceptional attention to detail and follow-through.
- Proven ability to analyze situations, identify solutions, and drive issues to resolution.
- Ability to exercise discretion, maintain confidentiality, and demonstrate sound judgment.
- Proficiency with CRM platforms, Microsoft Office Suite, and other business systems.
- Strong documentation, reporting, and recordkeeping skills.
- Ability to thrive in a fast-paced, remote work environment.
- Adaptability and flexibility in managing changing priorities and business needs.
- Ability to maintain productivity and confidentiality in a remote or hybrid work environment, including:
- Minimal distractions
- Reliable internet connectivity
- Ongoing communication with leadership
- Reliable childcare/eldercare when applicable
- Professional appearance and presentation in both virtual and in‑person meetings.
EXPERIENCE AND/OR EDUCATION
- Minimum of four (4) years of experience in advisor relations, account management, customer success, client relations, operations, partner support, or a related field.
- Associate’s degree in business administration, Communications, Hospitality, Operations, or a related field preferred. Bachelor's degree preferred.
- Experience supporting independent contractors, franchise owners, agents, advisors, or similar business models strongly preferred.
- Experience independently managing customer or partner relationships and resolving complex service-related issues.
- Experience utilizing CRM systems, reporting tools, and business software applications.
- Travel industry, host agency, or advisor network experience preferred.
- Demonstrated success balancing multiple priorities while maintaining exceptional service and accuracy.
PHYSICAL REQUIREMENTS
- Ability to work a flexible schedule when necessary to support business needs.
- Ability to work in a predominantly sedentary position utilizing a computer, keyboard, telephone, and video conferencing technology.
- Ability to communicate effectively in English in person, by telephone, and through virtual meeting platforms.
- Ability to safely receive, transport, and set up company-issued equipment including a laptop, monitor, keyboard, headset, and related peripherals.
While we encourage employees to apply even if they don't meet every listed qualification, please be aware that internal candidates who require additional training or development may be offered a starting salary at the lower end of or below the established range. This flexibility allows us to prioritize your career growth while ensuring the compensation remains aligned with the current level of experience brought to the role.
Avoya Travel offers competitive pay, flexible schedules (in‑office, hybrid, and remote-US only and eligible states), and comprehensive benefits- including medical, dental, vision, and a wide range of ancillary coverages—available to full‑time employees starting the first of the month after hire. We also provide a 401(k) with 4% employer match, immediate vesting and travel discounts.
For in‑office or hybrid employees, our San Marcos office features a casual dress code, stand‑up desks, complimentary snacks and beverages, an employee arcade, and a wellness/relaxation room.
Avoya is proud to be an equal opportunity employer committed to diversity and inclusion. All qualified applicants receive consideration without regard to any protected characteristic.
\We use E‑Verify, conduct professional references and background checks, and require an arbitration agreement as a condition of employment.