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.

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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.

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Typical Duties

• 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

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Required Skills 

• Active listening

• Customer Service Orientation

• Complex Problem Solving

• Communication

• Good Judgment and Decision Making

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Career Facts

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• 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

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Additional Resources

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• References

  • OII Account Manager/CSR Profile

  • InVEST Account Manager/CSR Profile

  • Account Manager and CSR Roles and Performance

  • The National Alliance, Preliminary Findings from the CSR Profile

  • US Bureau of Labor Statistics Occupational Outlook Handbook

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• Videos

  • Meet an Account Manager/CSR

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• Designations/Certifications/Exams

  • 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)

  • The Institutes: Accredited Adviser in Insurance (AAI), Associate in Management (AIM)