|
Posted on 31 Jul 07
Editors Note: The following is the winning essay submitted by Jeanine Lansing of Connell Insurance, CSR of the Year for the State of Missouri --
Working in Commercial Lines at an Independent Agency, the CSR position has gone through many changes just in the last few years. Technology, recent Natural Disasters, the ever evolving Marketplace and Customer Relationships play constant key roles in the professional responsibilities of men and women in the CSR position.
Technology, more than ever before, is the center of how a CSR performs their day to day work. With becoming a more paperless industry, there no longer exists the paper file to put in every policy or important note. The CSR is responsible to accurately document all incoming information to the Customers Electronic File. Technology has also opened doors of doing more business with Carriers, being able to quote on-line and bind coverage. With not having to wait for an Underwriter to review a submission and provide a quote, this can save time for the Customer who needs a quote quickly and for getting the business into the Agency. With this, the CSR needs to be more educated about Carriers dos and donts, taking on the role of an Underwriter.
From recent Natural Disasters, the news & media has brought allot of focus to the insurance industry, asking questions on what is the responsibility of the insurance industry in these disasters. Customers call wanting to know how their policy will cover them if a similar disaster should happen to them. The CSRs are usually the first to receive these calls. CSRs today need to be aware of their Customers needs and knowledgeable of the Carriers coverages in order to be able to address their concerns and to advise the Customer on coverages available that could protect them in the even of a disaster.
The Marketplace evolves and changes on a daily basis. It is a daily challenge trying to stay on top of what a Carrier wants. Not only do Carriers change on what business they want to write but also the coverages they offer. It is important for the CSRs to frequently communicate with the Carriers to see what their current business targets are and what coverages are available for that business. By knowing what the Carriers want, this will help to get the business to the right Carrier to start with and to get the most coverage offered for your customers needs.
With the Insurance industry being so competitive, making and maintaining Customer Relationships are very important. Todays Customer lead very busy lives and one of the last things they really want to worry about is insurance. The Customer wants to know they have the coverage they need and look to their agent to provide this for them. The CSR has become the center of building these Customer Relationships. The Customer contacts their CSR to assist them in every aspect of their insurance coverage. Todays CSR has become the Customers adviser, analyst, problem solver and friend. Customers know that when they need something they can depend on their CSR to have the knowledge and the capability to help them.
M. Jeanine Lansing, CISR
Connell Insurance, Inc.
|
|
|
Comments
|
