The Independent Insurance Agents & Brokers of New York announced today that it is launching a new module training program for customer service representatives.

IIABNY said it will roll out the program, IIABNY Essentials for Customer Service Representatives, to independent agencies and brokerages across New York State this summer.

Its goal is to help agencies fill positions with well-trained and qualified candidates at a fraction of standard training costs.

“Survey results from our membership reveal an overwhelming need to train newly hired customer service representatives,” said Richard A. Poppa, IIABNY chief executive officer and president. “We are proud to present this high-quality offering for a price that agencies can afford.”

Designed with local agents and brokers in mind, the program will include:

o Insurance technical skills for CSRs new to the insurance industry.

o Communications skills for professional handling of verbal and written client requests.

o Errors and omissions loss prevention.

o Managing priorities to make handling workloads easier.

o Building business relationships to help CSRs improve results through daily interactions and negotiations.

IIABNY said it plans to introduce additional topics by the end of 2007.

The not-for-profit trade association will pilot four-hour sessions throughout New York State. It noted that the training sessions are local, so distance travel is eliminated.

IIABNY said the program begins with a thorough skill assessment to identify individuals' strengths and skill gaps. Employees can then choose to take all or just one of the programs, depending on individual needs.

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