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Imperial PFS · 2 hours ago

Customer Service Manager

Tallahassee, FL

Full-time

Onsite

Mid, Senior Level

Imperial PFS is one of North America’s top insurance premium financing companies, and they are seeking a Customer Service Manager to oversee various customer service functions. The role involves managing a team, handling escalations, and ensuring compliance with company policies while delivering exceptional service to customers.

FinanceFinancial ServicesInsurTechPayments

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

Qualification

Premium financePrevious supervisory experienceHigh-volume call center experienceCommunication skillsConflict ResolutionCoachingTeam orientedMentoringAttention to detail