Customer Service Manager

Customer Service Manager – Imperial PFS

Imperial PFS has been a leading provider of insurance premium financing since 1977, operating across the United States, Puerto Rico, and Canada. We are looking for an experienced manager who can lead a high‑volume call center, oversee customer service functions, and ensure compliance with our policies and procedures.

This role will manage a variety of customer service functions, including processing incoming correspondence, maintaining policy records, acknowledging and fulfilling service requests in both paper and electronic formats. You will oversee a team responsible for servicing calls from external and internal customers, ensuring inquiries are handled with professionalism and efficiency. You will monitor and coordinate daily departmental activities, resolve complex customer questions and complaints, and ensure all work aligns with company standards.

• Lead and coordinate the daily activities of the assigned team. Estimate volume levels and arrange workflow accordingly.
• Perform performance management, including monitoring, coaching, annual reviews, and time‑off administration.
• Handle escalations and conflict resolutions.
• Negotiate late‑fee waiver requests within approval limits.
• Review and approve hold/promise requests within authority levels.
• Maintain knowledge of Imperial PFS policies and procedures to ensure compliance.
• Develop and maintain knowledge of IPFS systems and train associates and customers on their use.
• Proactively anticipate issues and communicate with management, customers, and sales executives.
• Work with the assigned manager to ensure team members receive the required support and training.
• Other duties as assigned.

• Knowledge of Imperial PFS 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.
• Attention to detail and accuracy.

• College graduate.
• Additional requirements:
  
  #IPFSUS

Mid‑Senior level

Full‑time

Other