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Customer Service Focus Plan for success Transform your job into a career By Lynn DellaCroce, CIC, CISR, CPIW Insurance is an ever-changing industry that demands ongoing education, communication, organization and attention to details, not to mention good people skills. One often can forget to plan for the future when he or she is busy trying to perfect these skills and juggle the demands of both personal and professional lives. Make it a career According to The National Alliance Research Academy’s CSR Profile study, about 60% of CSRs entered the industry by chance. Most new entrants do not really understand the job they are about to accept, what the industry is, or all of the skills and knowledge they will need to perform their new job. Certainly, most have never read an insurance policy, and very few have any idea that after two to five years of working in the industry, it will become evident that this insurance “job” has developed into a career. Some employers require that CSRs obtain designations such as CISR or CIC, move into new positions, or take on new responsibilities in management, marketing, or sales. Or perhaps all of the above are job requirements. How fortunate it will be if you are one of the lucky ones being encouraged to move forward. You may not feel lucky that these responsibilities have been added to what you consider to be an already full plate, but you will become grateful as the years progress. As CSRs obtain licenses, education and experience, their income and responsibilities continue to increase. As this occurs, they usually decide either consciously or subconsciously that this is their future career path. Of course some CSRs decide simply to continue their work as a 9 to 5 “insurance worker.” They prefer not to put the effort into moving forward. In our industry, stagnation is not an option. Company guidelines, regulations, legal decisions, agency procedures, agency management systems, client expectations, etc., are dynamic. Not everyone enjoys change or striving to learn new things. Both take us out of our comfort zone. However, opportunity always accompanies change. Smart people embrace it and look for those opportunities. As a matter of fact, according to the CSR Profile, 65% of CSRs surveyed listed change and constant learning as the most rewarding aspects of their job. Assess your current position Where are you? Where do you want to be? What do you need to do to get to where you want to be? This requires an analytical review of your current situation including your income, knowledge, ability and reputa-tion. It requires realistic planning and will require hard work. Once again, change is required. Motivated CSRs can switch from one line of business to another, or they can move up to office management or sales positions, depending on their skills and abilities. Sales work is on the rise; over one-half of CSRs surveyed now have sales responsibilities in addition to service work, according to the CSR Profile. CSRs who have chosen to progress within the industry by continuing their education, learning new skills, and constantly moving forward will be rewarded with opportunities to receive better income, job satisfaction and, more than likely, a better reputation. Yes, insurance professionals have reputations. The insurance world is not as big as you may think. Insurance professionals move through this world taking past experiences with them and sharing them with others. Reputations, good or bad, follow you. Just ask any company underwriter or excess and surplus lines broker who has worked in your region for more than 15 years. You’ll be surprised at the number of insurance professionals they know and the reputations that follow them. What is your professional reputation? Do your clients and underwriters ask for you by name when they call the agency? Fulfilling your future needs Very few people envision themselves working at the same job for the same number of hours for the same pay until they die. However, few people have taken the necessary steps to ensure that they will be able to enjoy the fruits of their labor. Fortunately, our industry as a whole provides good benefits. Insurance businesses know they cannot survive without good employees. In order to attract knowledgeable, licensed, experienced insurance professionals with good reputations, most insurance businesses offer good benefits such as health insurance, 401(k)s, profit-sharing, long-term care insurance, etc. The CSR Profile shows that 83% of CSRs receive health insurance and 70% receive life insurance from their agencies. Smart CSRs take full advantage of these benefits, putting as much money as possible into 401(k)s, utilizing an HSA (health savings account) when feasible, and funding personal retirement investments to help secure their idea of “enjoying the fruits of their labor.” It is never too early or too late to start the planning process. Certainly, the sooner the better. Everyone can put a little money aside. Even when you think there’s not a penny to spare, there is. In addition, CSRs can recommend the same investment and retirement planning strategies for their own clients, providing more cross-selling and account development opportunities for the agency producers and sales-oriented CSRs. Goal setting moves you from yesterday to tomorrow. Whether you realize it or not, you determine your own destiny. Why not take charge of it? Today is your day. Make the time to analyze where you are and how you got here. Decide where you want to go and where you eventually want to end up. Make that plan and give that destiny a happy ending. * The author |
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