Customer Service Associate

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.” By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry.

About the role

The Customer Service Representative serves as a primary point of contact for internal and external customers regarding premium finance accounts. This role is responsible for handling inbound customer inquiries, processing correspondence, processing payments, maintaining account information, and providing timely and professional service to insured customers, insurance agents, and insurance companies. The position plays an important role in supporting customer satisfaction through accurate account management and responsive service.

Responsibilities

• Respond to telephone inquiries from insurance agents, insurance companies, and insured customers regarding premium finance accounts.
• Research and resolve customer questions, concerns, and account-related issues.
• Accurately document customer interactions and account activity in applicable systems.
• Process incoming correspondence, customer service requests, acknowledgements, policy maintenance updates, and return mail received electronically or in paper format.
• Review and respond to account-related requests from customers, agents, and insurance carriers.
• Negotiate and approve late fee waiver requests within established authorization guidelines.
• Make outbound calls and generate correspondence to obtain additional information needed to process or service accounts.
• Maintain accurate account records while adhering to departmental procedures and service standards.
• Other duties and special projects as assigned.

Requirements

• High school diploma or equivalent required.
• 1-3 years of customer service, administrative, call center, or related experience.
• Excellent verbal and written communication skills.
• Strong customer service and telephone etiquette skills.
• Proficiency with computers, scanning equipment, and related software applications.
• Ability to wear a telephone headset and perform frequent keyboarding and data entry.
• Strong organizational skills and attention to detail.
• Ability to prioritize and reprioritize work in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications

• Previous experience in a financial services, insurance, or call center environment.
• Spanish/English bilingual skills.
• Experience handling high-volume inbound customer calls.
• Familiarity with account maintenance, correspondence processing, and customer account documentation.

Physical Requirements

• Ability to remain in a stationary position, sitting and/or standing, for extended periods of time.
• Frequent use of a computer, keyboard, and mouse.
• Repetitive hand and finger movements, including typing and data entry.
• Ability to read and review information on computer screens, documents, and other written materials.
• Ability to wear a headset for extended periods while handling customer calls.

Benefits

• Comprehensive paid training program.
• Wellness program (LiveWell) combined with an Employee Assistance Program for confidential support.
• Gym membership subsidies to support health and fitness goals.
• 401(k) with a company match.
• Company culture events such as lunches, corporate outings, and occasional ice cream truck visits.
• Insurance benefits including medical, prescription, dental, voluntary vision, voluntary life/dependent life, group term life, and AD&D.
• Parking and commuter benefits programs based on location.