Do you pay great attention to detail and enjoy making a difference and helping people?
What do they do?
Account Managers and Customer Service Representatives help to build and maintain client relationships and provide critical support, troubleshooting and conflict resolution to existing clients.
Why is it important?
Account Managers and CSRs are part of an agency’s or carrier’s frontline staff and are often the initial point of contact for a product or policy inquiry or claim issue. As such, they have the opportunity to shape a customer’s experience, which directly impacts loyalty, retention and therefore profitability.
- Listen and respond to customers’ questions and concerns
- Identify and implement solutions
- Document customer interaction, questions or issues discussed, and the course of action recommended or taken
- Provide referrals or follow-up as needed
- Active listening
- Customer Service Orientation
- Complex Problem Solving
- Good Judgment and Decision Making
Education and Professional Requirements:
- Entry-level: Bachelor’s degree and/or on the job training
- Advancement: Bachelor’s degree, multiple years of work experience
Possible career path: Customer Service Representative > Claims Specialist > Claims Manager
- OII Account Manager/CSR Profile
- InVEST Account Manager/CSR Profile
- The National Alliance Commercial Lines CSR Profile, Personal Lines CSR Profile
- NAPSLO Account Manager Overview
- US Bureau of Labor Statistics Occupational Outlook Handbook
- The National Alliance: University Associate Program, Certified Insurance Service Representative (CISR), Certified Insurance Counselor (CIC)
- Independent Insurance Agents & Brokers of America: Accredited Customer Service Representative (ACSR), Associate in Insurance Account Management (AIAM)
- The Institutes: Accredited Adviser in Insurance (AAI)