Csr Training

CSR TRAINING

Often people newly hired to work in an agency are given a quick tour of the office and briefly introduced to their associates. They may be given a copy of the office manual (if there is one), and requested to take it home, read it, and bring questions to discuss with their manager the next day. Or perhaps they'll be seated in a current worker's unit - or in their own work unit - with a skilled employee who shows them all the things they'll be doing in the future.

Usually no formal plan exists for this new worker's training and development.

Does this sound familiar?

To prevent such random training in your agency, you can follow a logical progression of positions and skills.

In the beginning, the trainee will work on establishing a foundation for future work performance. Fundamental skills of math, language, time management, and human relations are the primary 'curriculum' for the novice worker. In the insurance agency, the trainee is referred to as the 'processor,' 'administrative assistant,' or some other title.

Orientation is critical to establishing a communicative relationship between co-workers, the new person, and management. The 'tour' and the introductions just mentioned are very important but should be augmented by a thorough discussion of the agency's personnel policies and operating procedures. By the end of the process, the new person should also be able to discuss the agency's mission and goals.

The trainee should be knowledgeable in the following areas:

• the agency's history and foundation
• greeting and directing incoming callers and visitors
• storage and retrieval of basic information
• word-processing skills
• paper-processing skills (printing and spooling)
• supply maintenance
• equipment and office maintenance
• incoming and outgoing mail procedures
• effective participation
• mailing list maintenance
• management accountability

The second stage of development in agency support is the introduction of service skills. In addition to competence in the areas just mentioned, the CSR or assistant should be skilled in the following basic areas of communication:

• correspondence
• telephone skills
• meeting with visitors
• problem solving
• industry updates
• new-client data entry
• renewal controls and procedures
• endorsement procedures
• accounting options and procedures
• claim transmission and follow-up
• cancellation procedures
• suspense and follow-up
• external communications

Once the trainee has a thorough working knowledge of the first two levels, he or she can go to the third stage, which involves technical skills. This would include management of protection plans in Personal Lines. A license for P/C and/or Life and Health in the state(s) you conduct business in are necessary for effectiveness in these positions. In addition, the Personal protection plan manager or CSR should be knowledgeable in the following technical areas:

• basic Personal Lines coverages
• the surveying of specific types of risks as established by the agency's contractual relationships with companies
• pre-underwriting risks prior to submission to companies
• premium estimation (rating)
• presentation of coverage options
• binding coverage (authorities, limitations, formats)
• financing of options for premium payments
• procedures for documenting clients' activities
• suspense and follow-up
• delivery of coverage documentation
• continuing education sources (and their time frames)
• demographics and market trends

With the solid foundation on the first three levels, the trainee is ready for the fourth stage: Commercial protection-plan management. A license for P/C and/or Life and Health in the state(s) you conduct business in are necessary for effectiveness in this position. The Commercial protection plan manager or CSR should also be knowledgeable in the following additional technical issues:

• basic Commercial Lines coverages
• audit verification and accounting procedures
• communications with professionals associated with the client's insurance plan (CPAs, attorneys, and so forth)
• premium finance sources and procedures
• survey and application completion for company submission presentation, preparation, and delivery
• account summary documentation

Each of these skills depends on proficiencies developed on a less complicated level. Pursuing a logical progression in your insurance career will establish your growing competence on a solid foundation - and consequently will ensure your success in delivering excellent service to everyone you contact.