Offer this career path to keep quality CSRs from moving on.
When I ask agency owners and managers to name their greatest challenge, their answer usually is, “Finding and keeping good people.” Employee turnover is very expensive and finding good replacements is equally difficult.
When I ask CSRs, “Why did you leave your previous agency?” the usual response is for more money and more responsibility. They felt that they had reached a ceiling in their job and that the only way to advance was to leave and join another agency. Believe me, money is not the most important reason — it’s the inability to see potential advancement. Agencies that have structured career paths for their employees have far lower turnover and a much more motivated staff.
This article provides a model for creating CSR career paths. You might want to include other criteria to fit your needs, but the concept is sound. If employees can see their career path and identify steps toward achieving their professional and financial goals, they’ll stay longer. Even though people hate change, if they feel trapped in a position and see no way out, they’ll consider making a move.
Here’s a career path for Customer Service Representatives. You can use the same logic and format to create career paths for other agency positions, such as bookkeeping, claims, marketing, etc.
CSR CAREER PATH
Customer Service Representative, Entry Level Position:
____ years of education
____ years of prior insurance experience
____ types words per minute
Annual salary range: $____ to $ ____
Customer Service Agent, Level I:
____ years of education
____ years of prior insurance experience
____ types words per minute
Property/ Casualty License
Annual salary range: $_______ to $ ______
Customer Service Agent, Level II:
Qualifications for CSA Level I, plus
One year service with agency
ACSR, CPSR, or CISR designation
Annual salary range: $_______ to $______
Customer Service Agent, Level III:
Qualifications for CSA Level II, plus
Two additional years service with agency
ARM, CIC, CPCU, or CLU designation
Annual salary range: $_______ to $ ______
Customer Service Agent, Level IV:
Qualifications for CSA Level III, plus
Two additional years service with agency
Additional designation (CPCU, CIC, CLU, or ARM)
Annual Salary Range: $______ to $ ______