Is there a perfect blend of these abilities? However, it will change from agency to agency because each agency has a unique personality and approach to customer service. The profile Before hiring any CSR or any employee, for that matter , management needs to sketch out a basic profile of what they are expecting. Should the agency hire an experienced CSR or should the agency start from scratch? Outline objective minimum standards and compare candidates to this standard.
The typical CSR is a woman or man who graduated from high school and took a few college classes but did not graduate. Some CSRs get into the business because of family connections; others are persuaded by their friends to join.
Working as a CSR in insurance was not their specific career goal. Some agencies expect the producer to do a lot of the service work and the CSR to support the producer. On the other end of the spectrum, some agencies require the CSRs to handle their own book of business with little input from the producer after the account is written.
Some CSRs may be expected to sell or do some other duty as well, such as accounting or management of the computer. The basic job of the CSR boils down to the collection, processing and distribution of information. The collection of information tends to be the most significant skill.
The CSR needs to know what information to gather and how to ask for it. Patience, determination and diplomacy are necessary, whether probing the client for pertinent information to complete a claim form, or getting a quotation for coverage, or quizzing a producer when filling out an application. The CSR needs to follow a logical path to collect all the data. Then, when each fact is determined, the CSR needs to rapidly recall all the related issues and understand how they may affect the other aspects of handling the account.
The typical CSR spends about half of his or her time talking to clients or insurance company personnel gathering and distributing information and problem solving. The balance of time is spent on paperwork and computer input. Good social skills and the ability to act as a go-between for the different parties—clients, producers, underwriters and agency owners—are a must.
A CSR needs to be able to handle complaints and negotiate a favorable outcome. Look for it when hiring—it is a natural skill that the individual must already possess. Technical knowledge can be easily taught later. Common issues How does management keep qualified CSRs? First, management must understand why CSRs leave an agency.
The most frustrating aspect of the job for most CSRs is dealing with difficult people. The inability to effectively communicate with someone prevents the CSR from properly doing the job. A CSR may feel that one producer dumps too much work on his or her desk, work that the producer or someone else should handle. If the problem is with a client, the reassignment of that account to another CSR could solve the problem. With climate change already impacting the industry—increasing the number of natural disasters, altering claims trends, prompting a need for novel underwriting skills, escalating business costs, spurring new regulations and altering the investment environment—many insurers have focused their CSR strategies on reducing their environmental footprint.
Its program focuses on reducing energy consumption, paper use and business travel while capitalizing on energy-efficient property management, waste management and carbon offsetting. Not only has Aviva approached carbon brokers to buy carbon credits, but it has also introduced innovative social and commercial projects to offset carbon emissions. For example, the company is supporting a World Food Organization project in sub-Saharan Africa to slow deforestation that replaces open fires with energy-efficient stoves.
Some insurers are also helping customers reduce their energy consumption. They also have a policy of providing replacement household products that have a minimum three-star energy-efficiency rating.
Strategic Philanthropy Strategic philanthropy involves partnering with charities or organizations in the community for a mutually beneficial purpose. This type of corporate giving can not only impact the community but also other stakeholders in the business.
For instance, QBE has set up a foundation that aims to drive employee engagement. Through the program, employees are able to apply for local grants for charities that they personally support. Another form of philanthropy relevant for insurers is disaster relief. Further, Suncorp provided employees affected by the floods with a range of services including professional counseling, financial recovery packages and hardship grants.
There are many other projects insurers could support that are a form of strategic philanthropy. Those that decrease crime or improve safety are particularly valuable, as they not only support the participants but create safer communities, which have lower claims costs than dangerous areas. IAG has done something similar. The company focused its strategic philanthropy on a partnership with St.
John Ambulance to help stakeholders improve their safety and reduce injuries. Recognition for Human Rights Studies show that few companies have taken steps to implement human rights policies. Such mechanisms are often overlooked by companies that either do not see their importance—because they consider the protections afforded in the countries in which they operate to be sufficient—or specifically want to take advantage of the lack of protections provided by these countries.
Companies that show enthusiasm for observing voluntary human rights codes of conduct usually operate in a business with the potential to considerably impact human rights; the majority of their work may be done in developing countries, for example. These companies also tend to have high-profile brand names that they wish to protect, and for that reason they can be more easily pressured into action by civil society. It is particularly relevant for corporations operating globally or those that may be considering outsourcing or moving services to countries with lesser human rights protections.
Many organizations have created initiatives to encourage companies to respect human rights and hold corporations liable for violations. These principles provide a useful reference for insurers. Following the U. Royal Dutch Petroleum —a ruling that has rendered the Alien Tort Statute incapable of providing a means for justice for foreign victims—such concerns will presumably now be at the forefront of human rights discourse. Engaging in voluntary measures that afford some protection from human rights abuses now will help to diminish the demand for increased regulation in this area in the future.
Socially Responsible Investment Socially responsible investment describes the process of including non-financial criteria—environmental, social and governance considerations—in decision making. Institutional investors, such as insurers, are in a powerful position in that they are able to encourage positive change in investment strategies. Traditionally, institutional investors have affected the market by investigating how investment firm boards manage risk, analyzing reporting methods and occasionally recommending corporate governance changes.
They may face complaints, litigation, tarnished reputations—or see their opportunity to operate in important markets diminished. A positive correlation between social, environmental and ethical issues, and long-term shareholder value is a prerequisite for socially responsible investment to thrive. Studies have shown that it does not compromise financial gains. Heather Mueller. About the Episode. Episode Highlights. Meet our Guest. Ah, customer service. Keep friction to a minimum.
Provide easy self-service options. Respond quickly to requests. Great, thank ya! You can now access the content. Download Now Download Now. For insurance agencies, customer service is one of the best ways to earn loyalty. Use these tips to impress your customers and get ahead of your competition. Heather Mueller Heather is a website copywriter and digital content strategist who loves helping brands generate leads through the power of the written word—especially when using Formstack.
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