Customer Account Specialist

Imperial PFS; Town of Amherst (NY); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Comprehensive benefits package

401(k) with company match

Wellness program

Job summary

A leading insurance financing company in Amherst, New York is seeking an Asset Retention Specialist to manage relationships within an assigned territory. In this full-time role, you'll handle canceled loans, mentor new associates, and ensure client satisfaction. Ideal candidates have at least 3 years of experience in customer service or related fields. The role offers a competitive salary ranging from $42,000 to $56,000 along with comprehensive benefits including a 401(k) plan and wellness programs.

Qualifications

• 3+ years of work experience in administrative, customer service, insurance, commercial lending, or related fields.
• Excellent verbal and written communication skills.
• Ability to work autonomously and in groups.

Responsibilities

• Respond promptly and professionally to inquiries from clients and partners.
• Manage canceled loans and coordinate repayment discussions.
• Analyze arrears with agency partners.

Skills

Customer service

Communication skills

Organizational skills

Time management

Relationship building

Education

High school diploma

Some college preferred

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Imperial PFS is hiring an Asset Retention Specialist to join our growing team in Amherst, New York! This is a full-time, in-office role with hours Monday–Friday, 8:00 AM – 5:00 PM. The position will transition to a hybrid schedule upon successful completion of training.

The Asset Retention Specialist plays a crucial role in maintaining and strengthening relationships within an assigned agency territory. This position is responsible for managing canceled loans, supporting new associate development, and ensuring collection efforts are completed professionally and efficiently. With a focus on providing legendary service, the Asset Retention Specialist partners with multiple stakeholders to enhance the overall customer experience.

Key Responsibilities

• Provide legendary service by responding promptly and professionally to inquiries from Agents, Brokers, Carriers, and insured Customers, ensuring all account interactions are accurately documented.
• Manage a designated territory of canceled loans by coordinating return premium discussions, establishing suitable repayment options, and maintaining clear notes throughout the collection process.
• Analyze arrears and collaborate with agency partners to understand causes, resolve issues, and communicate impacts to internal and external stakeholders.
• Support asset management efforts by utilizing tools and reporting to track asset performance and prepare recommendations for loan losses or write-offs when appropriate.
• Mentor new associates, participate in process‑improvement initiatives, collaborate cross‑functionally (Sales, Service, Finance), and perform additional duties as assigned to support organizational objectives.

Key Requirements

• 3+ years of work experience in any of the following: administrative, customer service, insurance, commercial lending, or related
• Excellent verbal and written communication skills
• Experience building and maintaining successful working relationships
• Basic proficiency in Microsoft Word, Excel, and Outlook.
• Ability to successfully work in group settings and autonomously
• Strong organizational skills and time management skills
• High school diploma completed, some college preferred but not required
• Prefer experience in the premium finance industry but not required

Compensation

The salary range for this position is $42,000 – $56,000 plus a full benefits package. If an offer is made, final compensation will reflect relevant market data along with the candidate’s prior experience, education, and qualifications to ensure internal equity.

Apply today for an opportunity to join one of North America’s top insurance premium financing companies. Since 1977, we’ve grown to more than 500 Associates across 30+ locations in 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.”

We empower our Associates to provide legendary Customer service unparalleled in our industry.

For Our Associates

At the office:

Parking and commuter benefits based on location.

A comprehensive paid training program designed to prepare and energize new team members.

Staying healthy:

• Access to LiveWell, our wellness program
• Employee Assistance Program

Preparing for your future:

• 401(k) with company match

Company culture:

We value our Associates and strive to make work enjoyable with team events, corporate outings, lunches, and occasional surprises (even the occasional ice cream truck!).