Personal/Commercial CSR

Company Information

1. Tell me about your agency, what lines of coverage do you offer? Commercial/personal. 85% personal
2. Do you have any specialization? Personal lines mainly
3. How many total employees do you have? 4 other people
4. How many employees and account managers support each line of business? 1 commercial agent, 3 personal lines agent
5. How many Temporary or Offshore resources do you have providing administrative support?
   1. If no, Ask how they handle the non-licensed administrative work
   2. How many people are on the back-office team?
6. Company Selling Points/Why should someone work for your Agency? Looking for someone that’s local, likely an in office position. 1 hybrid employee, 1 that’s fully remote. Small independent agency, family owned, family has been doing insurance in the area for 50 years
7. How would you describe the culture? Family feel, everything is very localized

 

Job Order Information:

1. Job Title: CSR
2. Number of Openings: 1
3. Why is this position open? Has an employee that’s moving to Europe, unsure how it’s going to affect in office situation. She was the go to customer resource. Needs someone in a more service related role, could sell a lot more if someone was more service focused.

a. How is the work currently getting done? Alpha split for most stuff, new business or remarkets. Never had a dedicated service person

1. Who does this position report too? George/ sean

a. Name & Title: Owner

b. How many people in this department?

1. Required/Preferred Licenses/Designations: 4-40 would be fine or 220 but 220 isn’t necessary

Types of Accounts they will be working on: could be both commercial and personal, mainly personal

 

a. Size of Accounts: $800-$50k

b. Book of business/# of policies: 1M in revenue, $10M premium, 2000 customers in files

Daily Responsibilities: standard CSR duties, open 830-430, mortgage changes, remarketing home, remarketing auto, ect

a. If AM: Quote new/renewal business (what percentage): some quoting required

1. Must have Experience: wants someone who doesn’t want to be in sales, traditional CSR
2. Preferred Years of Experience: 2-3 years, coming from an independent agency
3. Software: QQ catalyst
4. Salary for this position: going to base it on the candidate, would like to stay around 50k but doesn’t have commission element so if it has to go up to 60k they’re fine with that
5. What is your 401(k): match up to 3%, colonial life benefits, dental, currently do not offer health insurance. Would be willing offer some sort of stipend
6. Is this position Remote, Hybrid (how many days), or fully In-Office? Prefer 5 days/week, doesn’t want someone who prefers remote but would be willing to offer some remote days in the future depending on the candidate

1. a. If remote do you provide equipment? If not remote. We could
2. Would you consider relocating a candidate for the role?
3. Is there any travel involved with this role?
4. Can you send me a copy of your benefit package? Will send

Soft skills Information:

1. Wish List - What are the top 5 Soft Skills you want this candidate to have? Doesn’t like to see jumpy candidates, where they’re constantly moving around. Doesn’t want candidates who blame prior agencies, victim mentality, can occur in the CSR role bc they don’t get to control a lot. Wants a team player

Process Information:

1. Have you reviewed any resumes/interviewed any candidates yet?: none
2. Where did they fall short?: more of a team fit/personality fit
3. What did you like?: independent agency that can mesh with the team
4. Do you have any other Search Firms working on this role?:  no just us
   1. What candidates have they provided?: 
5. Where do you like to hire from?:  Brightway
   1. Specific companies you have had success hiring from/like to see on a resume:
6. Are there any companies that you are affiliated with or prefer to not hire from?: none
7. Onboarding – what does that look like and is anything required prior to the start date? (background check, credit check): background check, training in office
8. Is there a training period and if so what does it look like?:  ongoing, usually it starts with talking about how they work with customers, hit the ground running

Closing Information:

1. When would you like the person to start? (CAN NOT BE ASAP): December, prior to end of the year
2. What is your availability to interview qualified candidates over the next 2 weeks? Tues and Thursdays usually available, very flexible in schedule

What day & time can we review the candidates together?