SCOR Makes Converium Offer
by steve tuckey
NU Online News Service, April 5, 12:48 p.m. EDT
The Independent Insurance Agents & Brokers of New York today announced the pilot launch of IIABNY Essentials for Customer Service Representatives, an innovative solution for insurance agencies needing to develop tomorrow's workforce today. The 125 year-old IIABNY will roll out the new module-training program 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 CEO and president. "IIABNY is excited to offer a customized training course held within close commuting distance from agents' offices. 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:
?Insurance technical skills for CSRs new to the industry
?Communications skills for professional handling of verbal and written client requests
?Errors and omissions loss prevention
?Managing priorities to make handling workloads easier
?Building business relationships to help CSRs improve results through daily interactions and negotiations.
IIABNY plans to introduce additional topics by the end of 2007.
"A defining characteristic of an agency is the quality of its service to clients," said Kathy Lawler, IIABNY director of education. "Customer service representatives have contact with customers on a daily basis and often create clients' first impression of the agency. However, they join agencies with different skill levels and knowledge about the insurance marketplace and have unique coaching needs. We are pleased to offer this program as a way to help meet those needs."
The not-for-profit trade association will pilot four-hour sessions throughout New York state. Because the training sessions are local, long distance travel is eliminated. 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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