Customer Service Associate

You're legendary. We're hiring. Let's talk!


Apply today for an opportunity to join one of North America's top insurance premium financing companies. Since 1977, our company has grown to more than 500 Associates and 30 locations across the United States, Puerto Rico, and Canada.


Every day, we work to deliver on our Corporate Mission Statement: To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals.


How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry.


For Our Associates

• At the office: Based on your location, we offer parking and commuter benefits programs to help make your commute a little easier.
• Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role.
• Staying healthy: Our wellness program, LiveWell, combined with our Employee Assistance Program (for when you need confidential support), help you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies.
• Preparing for your future: Imperial PFS offers a 401(k) with a company match
• Company culture: Our Associates are the foundation of our company and we want you to enjoy working here! With company lunches, corporate outings, and even the occasional ice cream truck, you never know what will pop up to make your day.
• Peace of mind: Our insurance benefits include medical, prescription, dental, voluntary vision, voluntary life/dependent life, group term life, and AD&D.

Job Summary


The Customer Service Representative serves as a primary point of contact for internal and external customers regarding premium finance accounts. This role is responsible for handling inbound customer inquiries, processing correspondence, processing payments, maintaining account information, and providing timely and professional service to insured customers, insurance agents, and insurance companies. The position plays an important role in supporting customer satisfaction through accurate account management and responsive service.


Key Responsibilities

• Respond to telephone inquiries from insurance agents, insurance companies, and insured customers regarding premium finance accounts.
• Research and resolve customer questions, concerns, and account-related issues.
• Accurately document customer interactions and account activity in applicable systems.
• Process incoming correspondence, customer service requests, acknowledgements, policy maintenance updates, and return mail received electronically or in paper format.
• Review and respond to account-related requests from customers, agents, and insurance carriers.
• Negotiate and approve late fee waiver requests within established authorization guidelines.
• Make outbound calls and generate correspondence to obtain additional information needed to process or service accounts.
• Maintain accurate account records while adhering to departmental procedures and service standards.
• Other duties and special projects as assigned.

Requirements

• High school diploma or equivalent required.
• 1-3 years of customer service, administrative, call center, or related experience.
• Excellent verbal and written communication skills.
• Strong customer service and telephone etiquette skills.
• Proficiency with computers, scanning equipment, and related software applications.
• Ability to wear a telephone headset and perform frequent keyboarding and data entry.
• Strong organizational skills and attention to detail.
• Ability to prioritize and reprioritize work in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications

• Previous experience in a financial services, insurance, or call center environment.
• Spanish/English bilingual skills.
• Experience handling high-volume inbound customer calls.
• Familiarity with account maintenance, correspondence processing, and customer account documentation.

Physical Requirements

• Ability to remain in a stationary position, sitting and/or standing, for extended periods of time.
• Frequent use of a computer, keyboard, and mouse.
• Repetitive hand and finger movements, including typing and data entry.
• Ability to read and review information on computer screens, documents, and other written materials.
• Ability to wear a headset for extended periods while handling customer calls.

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