Customer Service Associate

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:

A successful Customer Service Associate will help to nurture profitable program entity relationships, such that Customers value our premium finance services and we achieve superior, sustainable financial returns. The individual performing in this role will be responsible for providing Legendary service to agents and insured Customers in a timely and accurate manner. The Customer Service Associate will process incoming correspondence regarding policy maintenance, acknowledgements, return mail and other Customer service requests on paper and electronically.

KEY RESPONSIBILITIES: Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
Respond to telephone inquiries from insurance agents, insurance companies and insured Customers regarding premium finance accounts. Properly document call conversation on each specific account.
Communicate internally with Management, Account Executives, Collections, Acceptance and Sales Executives as appropriate.
Work electronic inquiries received through Customer Service, Update Info and Info Center queues as assigned by manager.
Negotiate Late Fee waiver requests and waive Late Fees within authorization threshold of $1,500.00.
Make outbound calls and/or generate letters to obtain additional account information.
Forward HOLD/PROMISE requests to management to prevent imminent cancellation of policies by analyzing insured payment history and agency production.
Request generation of manual notices in the absence of system-generated notices.
Appropriately route requests for research and resolution of account transaction issues.
Process return mail.
Provide back-up support to file room and reception areas as required.
Develop and maintain knowledge of tools used by our Customers, including our website, eForms, email reports and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage.
Be knowledgeable of IPFS's Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures.
Other duties as assigned.
REQUIRED SKILLS: 2 years Customer service experience, preferably in a call center environment
Computer proficient in a Windows-based environment
Strong speaking and written communication skills

EDUCATION QUALIFICATIONS:

High school diploma