What are the responsibilities and job description for the Customer Service Manager position at Imperial PFS?
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
This role will manage a variety of customer service functions, including processing incoming correspondence, maintaining policy records, acknowledgements, and fulfilling service requests—both in paper and electronic formats. Oversee a team responsible for servicing incoming calls from both external and internal customers, ensuring that all inquiries are handled with professionalism and efficiency. Monitoring and coordinating the daily activities of the department to ensure that all work is completed in alignment with company standards and Policy & Procedures. The manager will also be expected to identify, research, and resolve customer questions and complaints, particularly those that are more complex and have been escalated from other team members. While having the authority to make decisions on routine matters, more intricate issues will be deferred to the assigned manager.
Key Responsibilities
College Graduate
#IPFSUS
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.
This role will manage a variety of customer service functions, including processing incoming correspondence, maintaining policy records, acknowledgements, and fulfilling service requests—both in paper and electronic formats. Oversee a team responsible for servicing incoming calls from both external and internal customers, ensuring that all inquiries are handled with professionalism and efficiency. Monitoring and coordinating the daily activities of the department to ensure that all work is completed in alignment with company standards and Policy & Procedures. The manager will also be expected to identify, research, and resolve customer questions and complaints, particularly those that are more complex and have been escalated from other team members. While having the authority to make decisions on routine matters, more intricate issues will be deferred to the assigned manager.
Key Responsibilities
- Lead and coordinate the daily activities of the assigned team. Estimate volume levels and arrange workflow accordingly to ensure completion of assigned work. Proactively anticipate issues and communicate internally with Manager.
- Performance management of team; including monitoring, coaching, training, annual reviews, time-off, etc.
- Handle any escalations and compliant/conflict resolutions
- Negotiate Late Fee waiver requests and waive Late Fees within approval levels.
- Review/approve hold/promise requests within authority levels by analyzing insured payment history and agency production or forward with recommendation to additional management.
- Maintain knowledge of IPFS’s Policies and Procedures to ensure compliance.
- Develop and maintain knowledge of IPFS systems (internal and customer facing) including the ability to effectively communicate the applicable features and benefits and train both Associates and Customers on their use.
- Proactively anticipate issues and communicate internally with Management, Customers and Sales Executives as appropriate
- Work with assigned manager to ensure team members acquire the appropriate support and training to comply with company practices
- Other duties as assigned
- Knowledge of Imperial PFS’s Best Practices
- Knowledge of premium finance business and/ or insurance operations
- Previous supervisory or leadership experience
- Experience in a high-volume call center
- Excellent oral and written communication skills
- Team oriented
- Conflict Resolution
- Ability to provide coaching, mentoring, and direction to assigned staff
- Attention to detail and accuracy
College Graduate
#IPFSUS