PFI embraces a culture of collaboration, compliant solutions and metrics-oriented performance to achieve optimal results for clients.
Dedicated to Excellence
PFI’s commitment to superior customer service is measured through third party certifications and metrics-driven recognition in the industry. These acknowledgements demonstrate PFI’s pledge to seek continuous improvement to enhance exceptional performance.
ISO 9001:2008 Certified
ISO 9001:2008 Certification for the servicing of lender-placed insurance including claims and policy production certifies PFI’s quality of work and commitment to continuous process improvements. Similar to the objectives of ISO, PFI strives to provide consistent products and services while enriching customer satisfaction. These goals are accomplished while meeting statutory and regulatory requirements.
Call Center Excellence
For five consecutive years, PFI’s borrower call center has been named a Center of Excellence by BenchmarkPortal (2011-2015). This honor is among the most prestigious awards in the customer service and support industries. This recognition validates PFI’s dedication to balancing effectiveness and efficiency resulting in exceptional call center service for PFI’s clients and their borrowers.
Committed Customer Service
In addition to third-party recognition, clients are randomly surveyed on a quarterly basis to evaluate PFI’s performance in key service metric areas. Through these surveys, PFI has achieved an overall satisfaction rating of 99% with an 89% client satisfaction rating when compared to other vendors doing business with their clients.