As Gen Y grows into an increasing presence in the workforce, theold rules become irrelevant. Learn young agents' priorities as theysound off on mentors, work/life balance, sales strategies,legislative issues and more.

Holly Rossell, AAI

Vice president of Operations at Action AdvantageGroup
Years at company: 10 years
College: Michigan State University, 2002
Organizations:MAIA Board of Directors, Big I YACmember

Read Holly's Q&A from AA&B's Januaryissue

What have you learned working in a professionalenvironment?
It is very difficult to achieve yourgoals if you don't have a strong support staff behind you. I feelthat CSRs are the heart of the agency. They work so hard behind thescenes taking care of clients' needs. Always be kind and up frontwith your support staff when dealing with an account issue. If youlie or treat them poorly, it will take you a very long time to gaintheir trust and respect back.

How did you choose a career in insurance?
In 2002 I graduated from MSU with a degree in human resources.While I was interviewing for my dream job, I took a part-time jobat my dad's agency in the accounting department. Before I knew it,I obtained my insurance license. Once I moved into personal linessales, I realized I liked helping people through the insuranceprocess and giving them a positive experience. Now 9 years havepassed and I've moved into a management role. Every day is a newadventure with different challenges.

Who is your mentor?
My father, Ron, is myNo. 1 mentor. Ron has worked in the insurance business for 36years. Through hard work and dedication he's built a successfulagency that is growing, despite today's tough economic conditions.Agency management is a very tough role, balancing staff, carrierand client relationships. My dad's passion for life and insurancejust spills over on everyone at the agency and creates a wonderfulwork environment. The biggest thing he has taught me is to havebalance between work and home life. At the end of the day, whetheryou succeed or fail, tomorrow is a new day to begin again.

Jessica Medlin

Consultative broker at Edwards, Church & Muse
Years at company: 3 years
College: University of North Carolina atCharlotte, 2005
Organizations: IIANC, YAC Vice Chair, IIACM, BLOC,Charlotte Chamber

Read Jessica's Q&A from AA&B's Februaryissue

What advice do you have for Millennials struggling in aprofessional environment?
I think technology has hurt them as much as it has helped them.With technology comes lack of social interaction. This generationprefers to use social networking rather than actual networking.Technology has improved efficiency and time; however, people stillwant one-on-one interaction when they are spending a lot of moneyon something as intangible as insurance. My advice is to make sureyour clients know your face. It's a lot harder for clients to movetheir business when they have more than an email relationship withtheir agent.

What sales strategies worked for you?
Because of my age and inexperience, networking has helped me. Ivolunteered for events and showed people I'm a dedicated,hard-working individual. When people see you in action, no matterwhat you are doing, they form an opinion. I have had more peopleask me about insurance due to my commitments.

Do your associations or your agency reach out tostudents?
Our local IIACM and state IIANC are both great at reaching out tothe universities. We have three universities in North Carolina thathave risk management and insurance programs. North Carolina knowsthe importance of getting new and young blood back into theindustry. Both organizations provide scholarships to students ateach of the schools and the IIANC makes sure the students have anopportunity to join our events throughout the year. This allows thestudents opportunities to talk to both agents and companyrepresentatives.

Rachael Rizzi, CSRM, CISR

Commercial insurance broker, Commercial insurance atOrgill/Singer & Assocs.
Years at company: 7 years
College: UNLV 2004 (BA), Grand Canyon University2012 (MBA)
Organizations:IIA of Southern Nevada, Nevada YoungAgents Committee, Society of Certified School Risk Managers andSociety of Certified Insurance Service Representatives

Read Rachael's Q&A from AA&B's Marchissue

How did you choose insurance as a career?
Like many of the youngsters in the industry I am secondgeneration—my mom has been a licensed independent agent for morethan 30 years. I worked at agencies while in college and found thatI have a talent and affinity for insurance sales and service.

What advice do you have when working withfamily?
You have to create boundaries—keep acomplete separation between church and state. In other words, allbusiness conversations and interactions have to be kept at anappropriate, “need to know” level. Each party has to know andunderstand where the lines are and never put each other in aposition where they have to cross them.

What's your mantra for success?
It iseasy as a young agent to get caught up in the money. To borrow fromSuze Orman's sage wisdom in my effort to combat this, I often put“people first and money second.” The insurance industry is a peaceof mind business. When you devote your efforts to helping peoplefind that peace of mind through the best possible products fortheir individual risk situation rather than on your own personalagenda, the money always follows.

Karl Ieuter, CPCU, ARM, CIC

Vice president of Ieuter Insurance Group
Years at company: 6 years
College: Miami University 1995; MBA, riskmanagement and insurance, Georgia State University1997
Organizations:CPCU Chapter of Northeast Michigan,Professional Insurance Agents of Michigan, Young InsuranceProfessional of Michigan

Read Karl's Q&A from AA&B's Aprilissue

What are your main priorities as a youngagent?
I have three kids under 9 years old andbalancing my family responsibilities with a growing book ofbusiness and the commitments to non-profits and industry events isvery challenging. I designate which nights are late nights at work,family nights and social networking nights. Unfortunately, at thispoint in my career, I don't often make it home before 8 p.m., dueto all these commitments.

What advice do you have for Millennials struggling in aprofessional environment?
At least in sales, it isoften hard for the Gen Y to be successful. Too many owners (and GenY) expect instant success. My advice would be to get as manyadvanced certifications as possible, as quickly as possible, asthey will give you more credibility with clients. Then get aspecific niche and go with it. Some accounts will take severalyears to write, but in the long run, hard work will pay off.

How did you choose insurance as a viable careerchoice?
I am a third-generation insurance agent. Mygrandfather was an insurance agent in Ottawa, Ill. Now I work withmy dad and one of my brothers in Midland, Mich. Also, my uncle hasan agency in Chicago and his three sons work there. Six members ofmy immediate Ieuter family have CPCU designations. Insurance is inmy blood. My career in insurance started on the company side andchanged over to the agency side. It has been very valuable havingworked on both sides of the business.

Daniel J. Kaufman

Broker at Burns & Wilcox Brokerage ofChicago
Years at company: 6 years
College: University of Michigan, BA 2007, LoyolaUniversity Chicago, JD 2010

Read Daniel's Q&A from AA&B's Mayissue

Who do you look to as a mentor in thisindustry?
I look to my father, Alan J. Kaufman, andmy grandfather, Herbert W. Kaufman, as mentors in this industry.While my grandfather was an astute businessman, it was his charismaand kindness that people reflect on the most. At the end of theday, our business is built upon relationships and reputation and noone understood that better than he did. My father, meanwhile, is avisionary in his own right and backs it up with an entrepreneurialspirit and passion for growth. He has guided Burns & Wilcox tonew heights and recognizes that if we aren't always moving forward,we're moving backwards. While I try to emulate both of these men, Iunderstand from them that I need to be my own person and forge myown path.

How does your office reflect how youwork?
I recently helped redesign our Chicago office,where I am based, to reflect a more collaborative work environment.We lowered the walls on the workstations and put in pockets of softseating where people can meet and work together in a more relaxed,communal atmosphere. I believe it to be a more productive andenergetic environment that encourages our people to work as a teamand, as an end result, provides better service to our clients.

What legislative issues are you interestedin?
The United States needs to foster an environmentthat better supports business and entrepreneurship. Our current taxcode does not incentivize people to work, save, invest, and engagein entrepreneurial endeavors. Nor does it incentivize corporationsto reinvest in their people or infrastructure. Yet, those are thebehaviors that drive our economy and, naturally, sell insurancepolicies.

Jonathan Lohman

Insurance and benefits producer, Marketing specialist,at Lohman Cos. Insurance, Real Estate and Benefits
Years at company: 10 years
College: Illinois State University, Katie School ofInsurance, 2007
Organizations: Gamma Iota Sigma, NAIFA,Independent Insurance Agents of Illinois, Young Agents ofIllinois

Read Jonathan's Q&A from AA&B's June issue

How did you determine that insurance was a viable careerchoice?
I was shown the benefits of working hard,client outings and what I could do for the client. Talk about alife-changing moment when you are handing your first life insuranceor business insurance claim check at age 23 and changing the lifeof someone forever. When another agent shared how powerfulinsurance is with a personal story and not just through a book, itsent shivers down my spine. I knew right then that insurance wasfor me.

What's toughest about being young in a field where theaverage age is 55?
It's very tough! When the averageclient knows my age, he wonders why he shouldn't work with someone30 years older than me. Just because that agent is older doesn'tmean he's been in the industry longer or is willing to work harder.I also let clients know that I'll be here for another 30 years withmy name on the door versus someone retiring in 5 years.

How does technology fit into your workstrategy?
I bought an iPad to cut down on paper andfor mobile access to my markets. Just in proposal printing costsand by selling insurance remotely I paid for the iPad in 5 monthsand it should last quite a few years. I've sold insurance in placesI've never even thought possible—including in a casino over theweekend. Then on Monday I quickly reviewed the client'sspecifications, obtained a few signatures, a check and a handshake.Technology didn't sell that policy but it definitely made iteasier.

Brent Kelly, CIC

Property & Casualty agent at ClemensInsurance
Years at company: 8 years
College: University of Illinois 2000
Organizations: Kiwanis, Chamber of Commerce,Business Networking International, Toastmasters International

Read Brent's Q&A from AA&B's Julyissue

How do you balance work and your personallife?
It's a work in progress. I have a wife and three daughters—ages 8,5 and 2. When I first started in the business it was all about me,but I know I have four people who count on me not only financially,but emotionally. You only have so much time in each day so it isreally important to maximize every minute. I use the early morningtime to plan, read, and prepare before anyone in my house hasawakened.

What's the toughest thing about being a young agent in afield where the average age is 55?
Building credibility. Young agents need to leverage all of theirskills as much as possible to compete. You can't magically create20 years of experience, but you can show prospects and clients thatyou are committed, knowledgeable and in their corner. Obtainingaccreditations and certifications are helpful, but you need to usethe knowledge from that education to provide real- world solutionsfor your prospects and clients.

What sales strategies have worked foryou?
I started myfirst blog in 2011 as a way to better communicate and providevalue. This has been a great learning experience and has providedmany different opportunities. I also have started a secondblog and focused my marketing to a few targeted niches where Ihave had the most success.

Chiquita Lovings

Senior alternative risk specialist at AGLResources
Years at company: 6 years
College: University of West Florida 2003
Organizations: RIMS, YRP, American Assn. of Blacksin Energy, The National Alliance for Insurance Education &Research

Read Chiquita's Q&A from AA&B's Augustissue

What is an important lesson you learned when joining aprofessional working environment?
Professionalism is always important, even during stressfulsituations. You can't let your emotions get the best of you andcause an unattractive work situation.

How can employers retain young talent?
Employers can retain young talent by offering career growthopportunities and by allowing them greater opportunity to introducenew ideas into the discussion that complement their value,creativity and talent. One of the first things I learned at mycompany was the value they place on people with fresh ideas,tenacity and the drive to advance.

What do you see young agents struggle with in theirfirst years in this industry? What advice do youhave?
Study, study, study. Then, study some more. The insurance industryis ever changing and young agents should continue to seekeducational opportunities to help them grow in the business.

Jon Beckham

Chief marketing officer at Accident InsuranceCo.
Years at company: 3 years
College: University of South Carolina 1997

Read Jon's Q&A from AA&B's Septemberissue

What challenges did you face as a young agent, and howdid you handle them?
The two biggest challenges that I faced as a young agent wereovercoming the age factor as well as developing existingrelationships. To overcome the age issue we implemented a teamselling approach that partnered younger and veteran producerstogether for prospecting and account management, which enabled ahigher level of learning for the young agent. The second challenge,existing relationships, was overcome through increasing my productknowledge and developing a sales strategy based on a riskmanagement approach versus price and relationship.

What legislative issues interest you?
I primarily focus on legislative issues that pertain to workers'compensation. In recent years, several states have passedlegislation that has had a positive impact on the workers'compensation industry which allows for a more competitivemarketplace for the insured.

What important lesson did you learn when joining aprofessional working environment?
The most important lesson I learned is the importance ofpunctuality. Earlier in my career as a commercial lines producer Ishowed up 10 minutes late to an appointment with a new prospect.The owner of the company called me into his office and asked me whyI was late and before I could answer he gave me the followingadvice: “If you're early, you're on time; if you're on time, you'relate; and if you're late, you're forgotten.” That was theconclusion of the meeting as well as the chance I had to work onthe account, but it is a lesson that has stuck with me for morethan 12 years.

Wes Becknell, CIC, CSRM

Agent/producer at BDI Insurance
Years at company: 5 years
College: Southwestern Oklahoma State University2004
Organizations: La Vernia Greater Chamber ofCommerce, La Vernia Lions Club, IIAT Young Agent Council,Independent Insurance Agents of San Antonio Young Agents, La VerniaCentral Business District Committe

Read Wes' Q&A from AA&B's Octoberissue

What skills do you think young agents will need nextyear?
Young agents need to keep learning. We should start seeing ahardening market, which will have an impact on our insureds and weneed to be ready with alternative options when they ask. Also, tryto find ways to differentiate yourself from your competitors. I trynot to give anyone my office number, just my cell. If they have aproblem, they can contact me directly anytime.

What are your future goals in thisindustry?
I want to own an agency. I enjoy working for our agency, but I toldmy agency owner that if there wasn't an opportunity to work towardownership, then I would prefer not to be hired. I found out laterthat he had said something very similar to the owner of the agencyduring his interview. I also would like to teach CIC classes forthe National Alliance. I think that it would be a great way to giveback to an organization that has given me so much knowledge. Thepractical information that is shared is very valuable for any youngagent trying to learn this ever-evolving industry.

What's your mantra for success?
Brutal honesty. I tell everyone that I will do my best and if mybest isn't good enough, I will let them know to stay where theyare. It has won me more clients than I have lost. Even when mypricing isn't where it needs to be, clients see that I shootstraight and will not try and take advantage of their lack ofknowledge. That comes from my parents. They are the best examplesfor me and my brothers.

Christopher M. Paradiso

Owner at Paradiso Financial & Insurance ServicesLLC
Years at company: 6 years
College: Anna Maria College 1998
Organizations: PIA, Big I

Read Christopher's Q&A from AA&B'sNovember issue

What's your mantra for success?
“Thecustomer pays our salary.” Too many businesses create culture thathas employees believing that their wages and benefits come from theboss, and therefore focus their energies and attention on thesignature at the bottom of their checks. Customer-centricbusinesses have everyone focusing on the source of theirrevenue—the client.

What is your biggest weakness and how have you addressedit?
My first weakness was my leadership, so 2.5years ago I made a complete staff change as my staff reflected mypoor leadership. Procedures must match the philosophy, so I hiredpeople who match mine. From great mentors, my leadership hasimproved and I will continue to work on my leadership skills.

How can employers recruit young talent?
Recruiting starts with understanding how talents meet our businessstrategic goals. Too often employers focus on the past experienceof the potential employee rather than how a staff member canenhance clients' experiences. Decide the culture of your business:innovative, customer centric or sales focused. Then recruit talentto drive that culture. I voluntarily teach classes at high schoolsand colleges and I have met many amazing young people who will havevery successful careers in the insurance industry. At ParadisoInsurance, we recruit outside of the insurance industry, never fromwithin.

Ashley M. Hunter, CRIS, AIC, ARM

President at HM Risk Group
Years at company: 6 years
College: Centenary College of Louisiana BM 2000,Texas A&M University MBA 2003
Organizations: Texas Wall Street Women (chair),RIMS, Reinsurance Under 40 (Texas chair), South Texas Society ofHealthcare Risk Management (treasurer), PLUS, and City of AustinBicycle Advisory Committee

Read Ashley's Q&A from AA&B's December issue.

How has your all-female advisory board helped youragency?
My advisory committee members are allaccomplished women in the insurance and business industry. Throughthis connection I have received appointments with many globalcarriers, client growth and retention strategies, and learned howto differentiate my agency. There are very few women in theinsurance industry, with only a handful in executive positions.Many times I have felt like I am chasing my tail, and these womenoffer advice and support.An agency of our size is easy to be lumpedinto your “neighborhood” agency. My advisory board gives us largerclients (national accounts).

What do you see young agents struggle with in aprofessional environment?
Young agents often try to change a business mindset within a weekof starting a new position. Get to know your company and itspersonality. It is possible to make meaningful change but it takestime.

What was it like to turn a hobby into a job ininsurance?
I had no intentions of going into insurance; I figured I wouldspend my life preforming as a concert violinist. After college, Ihandled several fine arts and musical instruments claims in theMiddle East as an independent contractor for an insurance carrier.I wanted a summer corporate position and State Farm had the mostattractive offer. You have to be willing to try new things. Ask forthe opportunity to try new areas of the business and try anindustry that many would tell you sounds boring. There are so manyavenues that you can take in the insurance industry, from claims,marketing to underwriting, insurance to reinsurance. Trust me, Ihave done them all, and all over the world.