Customer Account Specialist

Customer Account Specialist

Imperial PFS is hiring an Customer Account Specialist to join our growing team in Amherst, New York! This is a full-time, in-office role with hours Monday-Friday, 8:00 AM - 5:00 PM. The position will transition to a hybrid schedule upon successful completion of training.

This role plays a crucial role in maintaining and strengthening relationships within an assigned agency territory. This position is responsible for managing canceled loans, supporting new associate development, and ensuring collection efforts are completed professionally and efficiently. With a focus on providing legendary service, the Asset Retention Specialist partners with multiple stakeholders to enhance the overall customer experience.

Key Responsibilities

• Provide legendary service by responding promptly and professionally to inquiries from Agents, Brokers, Carriers, and insured Customers, ensuring all account interactions are accurately documented.
• Manage a designated territory of canceled loans by coordinating return premium discussions, establishing suitable repayment options, and maintaining clear notes throughout the collection process.
• Analyze arrears and collaborate with agency partners to understand causes, resolve issues, and communicate impacts to internal and external stakeholders.
• Support asset management efforts by utilizing tools and reporting to track asset performance and prepare recommendations for loan losses or write-offs when appropriate.
• Mentor new associates, participate in process-improvement initiatives, collaborate cross-functionally (Sales, Service, Finance), and perform additional duties as assigned to support organizational objectives.

Key Requirements

• 3+ years of work experience in any of the following: administrative, customer service, insurance, commercial lending, or related
• Excellent verbal and written communication skills
• Experience building and maintaining successful working relationships
• Basic proficiency in Microsoft Word, Excel, and Outlook.
• Ability to successfully work in group settings and autonomously
• Strong organizational skills and time management skills
• High school diploma completed, some college preferred but not required
• Prefer experience in the premium finance industry but not required

Compensation

The salary range for this position is $42,000 - $56,000 plus a full benefits package. If an offer is made, final compensation will reflect relevant market data along with the candidate's prior experience, education, and qualifications to ensure internal equity.

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, we've grown to more than 500 Associates across 30+ locations in 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."

We empower our Associates to provide legendary Customer service unparalleled in our industry.

For Our Associates

At the office:

Parking and commuter benefits based on location.

Getting started:

A comprehensive paid training program designed to prepare and energize new team members.

Staying healthy:

• Access to LiveWell, our wellness program
• Employee Assistance Program
• Gym membership subsidies

Preparing for your future:

• 401(k) with company match

Company culture:

We value our Associates and strive to make work enjoyable with team events, corporate outings, lunches, and occasional surprises (even the occasional ice cream truck!).

Peace of mind:

A comprehensive benefits package including:

• Medical
• Prescription
• Dental
• Voluntary vision
• Voluntary life/dependent life
• Group term life
• AD&D

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