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Co-winners share CSR of the Year Award This year's essay focuses on what producers can do to help CSRs By Phil Zinkewicz
In the Hollywood versions of Sir Arthur Conan Doyle’s Sherlock Holmes stories, usually starring Basil Rathbone, Holmes’ friend Watson is often depicted as a bumbling fool, whom Holmes keeps around more for his own amusement than for assistance in solving crimes. In the original stories written by Doyle, Watson is anything but bumbling. In the first place, he is a professional man, a physician, and often assists Holmes in answering such medical questions as entry wounds and causes of death. He is a former military man who served in India in his younger years, so he has the courage and fortitude to back Holmes up in the direst situations. Finally, and perhaps most important, is his unswervingly loyalty to the great detective. Holmes gets all the credit for solving the crimes, but without Watson he would be severely handicapped. Within the independent agency system, producers are often praised and given accolades for their accomplishments. But without customer service representatives (CSRs), many producers—like Holmes—would be severely handicapped. CSRs deal face to face with insureds who suffer losses and who are often at a loss as to how to proceed. They market complex accounts and must remain up to date on the latest technology. In fact, a CSR is often the very backbone of an insurance agency. In 1991, the National Alliance for Insurance Education & Research, in conjunction with the Society of Certified Insurance Service Representatives (CISR) and the Society of Certified Insurance Counselors (CIC), began presenting an Outstanding CSR of the Year Award. An agency nominates one of its CSRs and then the CSR is asked to write an essay on some subject pertinent to the agency business. The winner and national finalists are chosen by a panel of judges composed of representatives of the three associations. This year, the essay subject was “Four Constructive Things a Producer Can Do Now to Help CSRs.” And — there were co-winners of the award this year: Misty Kriskovich, CIC, Hobson Insurance Agency in Hobson, Montana; and Miranda Wescott, CIC, CISR, Chandler-Frates & Reitz (CFR) in Tulsa, Oklahoma. Misty’s father, David Longfellow, has been an independent agent for some 40 years, so she grew up in the business. “I came into the agency [owned by David] in 1997, following my graduation from college where I majored in psychology. That background in psychology has been of enormous help in my work as a CSR.” Misty says that her father plans to retire soon and expects to turn over the agency to Misty and her sister, Kristy. “My mother, Kathy, also works for the agency, so it really is a family operation.” Misty says that Hobson is a small rural town “with a maximum population of about 265, if you count the dogs.” Nevertheless, the Hobson agency writes national program business, with accounts in such industries as sporting goods, shoe retailers, embroiderers, variety stores and more. “We do most of our business over the phone and on the Internet, but we attend the buying shows of these insureds all over the country and get our contacts that way. There are at least 24 of these shows a year, and we meet with potential buyers face to face. We are licensed in 45 states,” says Misty. Both Misty’s dad and sister, unbeknownst to each other, recommended her for the CSR award. She has been awarded $1,000 in cash as well as a gold and diamond lapel pin and a scholarship for her agency. “I think what these associations are doing in this regard is a good thing,” she says. “CSRs need to be recognized for the work we do, and this is a good way to go about it. When I came into the business, I had to teach myself. I decided I was going to learn everything there was to learn about insurance. I didn’t want an underwriter to know more than I. My involvement with the Montana chapter of young agents has helped me grow professionally. The networking and the friendships are invaluable.” As for what qualities make a good CSR, Misty says that knowledge of the business, being a good problem solver and the ability to communicate rank high. As for hobbies, she says that her three children are hobbies enough for her. They go camping, attend drive-ins and read together. What did Misty identify in her essay as the four most constructive things a producer can do for a CSR? She said that the most important thing is contributing to an atmosphere of mutual respect between the producer and CSR. Also key is listening, so that there is better communication between the two parties. Working with a producer who is knowledgeable and who pursues continuing education is invaluable, she said. “And, finally, the ability to communicate effectively with a CSR is of paramount importance,” Misty said. (Her essay is on page 72 of November’s Rough Notes.) Co-winner of the CSR of the Year Award was Miranda Wescott, who has been in the insurance business for 21 years and with CFR for 11 years. She got her start in the agency business working as a CSR for Celeste Looney at the Looney Insurance Agency in Tahlequah, Oklahoma. “Celeste was wonderful to me and helped me get my career going,” Miranda says. “While working with Celeste, I obtained my agent’s license and I am now licensed in all lines. I left the agency because my husband, who is an air traffic controller, was moved to Tulsa. I began working with another agency, which merged with CFR, and the rest is history. One of my lead producers recommended me for the CSR of the Year Award, and I was asked to write the essay.” Miranda is very clear, as she wrote in her essay, as to what CSRs need from producers. “Producers need to look at CSRs and know us as people. Producers know their clients in and out, and they should be as comfortable with us as they are with their clients. Producers should also be flexible with CSRs. We have a great many things we deal with every day, so they should give us time to do what they want us to do. Also, they need to have faith in us and believe that, when we say we’ll get something done, we will. They should also provide us with an opportunity to learn new things and to talk more about their accounts with us.” At CFR, Miranda says, producers do practice these virtues. “Our agency is absolutely wonderful,” she says. “We receive monthly bonuses, but also little things such as flowers or a candy bar on the desk. These are the little things they do for us that mean a lot. Management knows us and our families and are there to help when a crisis arises.” On the qualities that make a good CSR, Miranda says, “We should be good listeners, be empathetic and, most important, be knowledgeable about the business. We have to keep up with continuing education and get those designations, because the business is changing every day.” (Miranda’s essay is on page 60 of October’s Rough Notes.)
One of the national finalists for the CSR award was Carol “Cricket” Mitchell of Premier Insurance in Twin Falls, Idaho. Premier is a full-service agency that writes all lines of insurance. Cricket’s background was in the dental field, and she segued into insurance with a stint at Regence BlueShield in Idaho. “In August of 2001, I became employed with Premier Insurance in their employee benefits department, specifically individual health insurance sales/service,” Cricket says. “In July 2002, I obtained my disability resident producer license.” Cricket has been very active in the insurance community, with membership in the National Association of Insurance Women (NAIW) and the National Association of Health Underwriters (NAHU). She has been the recipient of several awards, including NAIW local awards and Outstanding Sales Support 2002 awarded by Regence BlueShield of Idaho. In addition, Cricket received an Award of Excellence for outstanding customer service from Southern Idaho Business. “In addition to being career focused,” Cricket says, “I am also committed to the community in which I live. For seven years, I organized the Twin Falls March of Dimes WalkAmerica, and most recently became involved with the American Cancer Society Relay for Life.” Cricket has two daughters, Carissa, 19, and Ashley, 16. With her husband Bob, their interests include fishing, horseback riding and camping. Cathy Cassetta, AAI, CPIW, also a national finalist for the CSR award, has been with BB&T-Iler Wall & Shonter Insurance, Inc., in St. Petersburg, Florida, for about four years, and she has been in the insurance business for 14 years. She believes that a CSR should be a “multi-tasker,” organized and a team player. “I was working for a law firm years ago, and I sort of stumbled into insurance. I liked it and obtained my agent’s license right away. I am now supervisor of the assistant staff and help bind accounts.” Says Cathy: “Communication is the key to working more effectively. In order to reach our desired goals, the producer needs to listen and understand the CSR’s needs as well as communicate their needs to the CSR. A more productive and efficient workflow will be the result of working together to clarify and explain each other’s wishes.” Another national finalist in the CSR of the Year Award was Diane L. Hodas, CISR, CPIW, Loesel Schaaf Insurance Agency, Inc., in Erie, Pennsylvania. She has been with the agency for about five years, and she has about 15 years’ experience in the insurance business. “It started out as just a job, but I liked the business so much that it blossomed into a career,” Diane says. As far as what producers can do to help CSRs, Diane does not hesitate. “Actively involve the CSR in the account being sold; increase the CSR’s efficiency through technology; provide motivation to the CSR and leadership skills by being a mentor, educator and resource person.” Asked about the qualities of a good CSR, Diane says: “The CSR must have the ability to communicate, both on the phone and face to face with clients, and be dedicated to the job.” * |
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