Katie Shipp, CISR, CAWC Commercial Account Manager Dodge Partners Insurance
2023 National Alliance Outstanding CSR
of the Year award winner reflects on the industry’s
increasing awareness of the importance of empathy
By Alice Ashby Roettger
“Empathy … is something that I realized at a young age that I had a natural knack for,” says Katie Shipp, winner of the 2023 Outstanding Customer Service Representative of the Year award sponsored
by the National Alliance for Insurance Education & Research. She was responding to one of the National Alliance’s requirements for consideration for the award, namely, to write an essay on a topic of the organization’s choosing.
This year’s essay prompt read: “Empathy is an important aspect of customer-facing jobs, and it will only become more important as companies place a greater emphasis on making customer interactions feel natural and effective. Explain how empathy has helped you become a better CSR. Give three examples of how you’ve used empathy in your role and describe the positive effects it’s had on your organization.”
While talking to Katie, who is a commercial account manager at Omaha, Nebraska-based Dodge Partners Insurance, this writer learned that evidence of her naturally empathetic nature had popped up in her early years. One example came from a relationship with her best friend’s mother. “She was just the sweetest and most loving person,” Katie recalls. “I adored her and looked up to her.
“She truly cared about me, would notice if something was going on, and would try to make me happy and comfortable,” she adds. “Somehow, I subconsciously decided that I would be like her—to have empathy.”
Through her growing-up years in Grand Island, Nebraska, Katie perhaps unknowingly began to gravitate toward small jobs that would allow her to use that inborn quality. “From the concession stand at the movie theatre to restaurants and retail stores, empathy had been a part of my work-life from before I understood that it was there,” Katie stated in her essay. One wonders if 12-year-old Katie was able to translate the difficulties of corn detasseling work (look it up, folks) into an opportunity to empathize with other hot, tired youths.
“Constantly, I hear from clients that Katie is reliable, accurate, and pleasant to work with. Without Katie’s support, I would not be able to hit the goals set out each year.”
—Rob Schmitt, CIC
Agency Principal
Dodge Partners Insurance
After achieving an Associate’s Degree in Dental Assisting at Central Community College and working as a chair-side assistant in a dental office, she moved to administrative work at the front desk there. The dental office manager, recognizing that Katie’s talents weren’t fully being used, mentioned in a motherly fashion that the insurance industry might be a good fit (some of her own children worked in insurance).
“Why not give it a try?” Katie thought, and she began seeking out opportunities. For a short time, she worked in accounting, then became a customer service rep and hit the jackpot. That was her “niche,” and Ryder Rosacker McCue & Huston Insurance Services was the place where she received on-the-job training, but most of all, empathetic mentoring and support.
Their standard of excellence at the agency also appealed to Katie’s work ethic.
“I would still be working there if I had stayed in Grand Island,” Katie says, adding that she can’t put in words what that firm did for her, both business-wise and personally. But a larger city with more career options and more excitement beckoned; and, in 2017, single mom Katie and her daughter, Memphis, packed their bags and moved to Omaha.
Soon, Katie found a new job and off she went, earning a BA with an emphasis in Business Management & Organizational Communication from Doane University, and settling in at Dodge Partners Insurance—eventually as a commercial account manager.
Making an impression
According to Outstanding CSR of the Year award nominator and Agency Principal Rob Schmitt, CIC, “Constantly, I hear from clients that Katie is reliable, accurate, and pleasant to work with. Without Katie’s support, I would not be able to hit the goals set out each year.
“As you know in this business,” he adds, “it is very hard to grow without good retention and Katie is a huge part of our solid retention numbers. … [Her] attitude is second to none.”
Interestingly, Katie returns the compliments, saying, “I am happy where I am. I’m allowed to be who I am with a boss and agency that wants me to be outgoing, chatty, positive, perky and personable.” She adds that Rob, for whom she works exclusively, has been a stalwart supporter, mentor and educator.
“I believe that on-the-job training is the best way to go for a CSR, and Rob has done just that for me,” she says.
Abby Zoellner, director of operations at Dodge Partners, echoes Rob’s sentiment: “During my years working alongside Katie,” she says, “I have consistently been in awe of her wisdom, drive for leadership, rapport with her book of business, and positive energy in the workplace.
“Some people just have a gift in making people feel comfortable, and Katie is one of those people,” Abby adds. “She’s not just going through the motions. She really is building relationships with every person.”
Carly Thomas, partner and principal at Dodge Partners Insurance, concurs: “Katie really listens when people talk to her, and that’s a big part of it, I think. Having empathy in the workplace is hearing what someone is after, what their needs are, really listening to their needs instead of assuming something.”
“During my years working alongside Katie, I have consistently been
in awe of her wisdom, drive for leadership, rapport with
her book of business, and positive energy in the workplace.”
—Abby Zoellner
Director of Operations
Dodge Partners Insurance
Education and engagement
In terms of energy, Katie—a firm believer in continuing education—has earned her CISR (Certified Insurance Service Representative) and CAWC (Certified Authority on Workers’ Compensation) professional designations. “I found classes on E&O case law, how to properly handle water and fire losses, insurance fraud, and workers compensation and COVID especially interesting,” she relates.
.Katie has been an Independent Insurance Agents of Nebraska (IIAN) Board member and served on the IIAN Convention Planning Committee as a member and chairperson. She is now in her sixth year of planning the convention. As president of the association’s young agents group, she worked to expand and do more to advocate for the industry on behalf of agents. “I want to champion people to enter the industry,” she notes, “especially young people who might be in customer service roles elsewhere.”
That’s where on-the-job training comes in, Katie points out. She believes a good CSR can learn the ins and outs of the industry while working in it. She also stresses the importance of pointing out to young people that the insurance field is “recession-proof, jobwise.” It’s not like, say, real estate, where sales go up and down. People always need to be protected. When it comes to small business owners—a sizeable proportion of her client base—Katie recognizes the importance of keeping businesses going if there is a claim, small or large.
In addition to service-related tasks, Katie has stepped up and taken on other responsibilities within the agency. For instance, she helped set up the new infrastructure for the agency’s proposal software and trained new employees, knowing that these efforts will help reduce what’s on a producer’s plate.
Empathy insights
Now, as to the specific “empathy” subject, let’s hear a little of how Katie spoke to that in her essay:
First off, she said: “To me, empathy is the backbone of customer service, and quality customer service is what I’m passionate about. I tap into my empathy for others in daily interactions with clients, during carrier meetings, and especially in claims.”
Katie continued, “As I get to know a new client, I get to understand how they would like to be spoken to. I have some that are very casual and they feel cared for and connected to us when I start an email with a ‘Hey gal!’ and break down a complicated insurance matter in simple and accessible terms.
“Others are more formal,” she added, “and I’m always careful to never speak down to anyone, so I will answer their question with more complex and accurate industry language.”
Empathy is certainly alive and well at Dodge Partners Insurance—in the person of Outstanding CSR of the Year award winner Katie Shipp.
The author
Alice Ashby Roettger is a freelance writer based in Indianapolis, Indiana. She also serves as an editorial assistant at Rough Notes magazine.
THE OUTSTANDING CSR OF THE YEAR AWARD
Each year, for more than 20 years, The National Alliance for Insurance Education & Research has honored an insurance industry CSR with its Outstanding CSR of the Year award. Chosen from state honorees, the ultimate winner is celebrated for his or her contributions to the insurance industry, community involvement, and the submission of an essay that responds to a “prompt” suggested by the National Alliance.
The ultimate winner will receive $2,000 in cash, a gold and diamond pin, and will be featured in an article in Rough Notes, a nationally known magazine devoted to independent agents and brokers. In addition, the winner’s name will be inscribed on a sculpture housed at the National Alliance’s headquarters in Austin, Texas. The winning employer will receive a scholarship for attendance at any National Alliance program.
State winners, from whom the ultimate winner is chosen, will receive $500 in cash, national recognition, and a gold and garnet pin.
Nominators will be recognized with a $1,000 cash award if their candidate becomes the ultimate winner.
This year’s four finalists were:
Sharon G. Cross, CISR, of Ollis/Akers/Arney—Springfield, Missouri
Emily Gregory, CISR, CLCS, CBIA, of McGriff Insurance Services, LLC—Greensboro, North Carolina
Jaylen Miller, CISR Elite, CSRM, of Dwight Swanstrom Company—Duluth, Minnesota
Sonnie Tremble, CIC, CRM, CISR, ERIS, of The Insurance Man—Midland, Texas
