Florida's CSRs: High Stress on the Front Line

Behind the headlines about chaos in the property market are the Customer Service Representatives (CSRs) in thousands of offices in Florida. These front-line stalwarts spend their days fielding the onslaught of angry, frightened customers and are struggling to offer solutions. Florida Underwriter spoke with Helen Wright, PIAM, AAI, CIC, CPIW, who handles Large Commercial Lines at Huckleberry, Sibley & Harvey in Deltona. Sharing her experience in Personal Lines is Sharon L. Barger, CISR, CPIW, DAE, manager of Private Client Services at M.E. Wilson & Co. in Tampa.

Q. In today’s volatile insurance environment, what is the most challenging aspect of your job and how is it different from past challenges?