It’s often suggested that in today’s talent marketplace skills-based hiring – where employers prioritize a candidate’s skills over education or experience – is essential. In many situations, this could be the way to go. However, experience should definitely be considered. A person with years of experience may be just the right hire depending on the vacancy and how the role fits into your organization.
When it comes to the recruitment of insurance support staff, including sales and marketing assistants as well as customer-focused roles, it’s important that you evaluate your candidates’ soft and technical skills. These include communication, client relations and customer support, problem-solving, time management, computer skills, and collaboration. If you’re hiring a more experienced professional, insurance knowledge can be an added differentiator.
Insurance Sales Skills
Communications, first: Hiring friendly, professional, and capable individuals with strong verbal and written communication skills is vital. You want your new employees to be able to answer client questions and interact collaboratively with agency colleagues. Is a license needed in the role? If so, when does your candidate’s license expire? Are they on track for renewal?
Clients want to understand their coverage, the networks associated with their plan(s), and what out-of-pocket costs they face when visiting a doctor, specialist, or hospital – in and out of network. Active listening and empathy are critical skills for those working in customer-facing roles (whether in-person or on the phone).
Problem solving and time management: The ability of your new hire to quickly identify and resolve issues – or redirect the inquiry to others within your agency – is crucial. Insurance support staff must have strong time and project management skills, too. That will ensure greater efficiency and lead to increased customer satisfaction.
Accuracy and attention to detail: When dealing with policyholder information, policy details, claims, and other important information, accuracy matters. So does adherence to HIPAA. Have you considered any sort of test to evaluate your candidates’ skills, attention to detail, industry knowledge, and commitment to accuracy? Some employers use integrity tests to gauge honesty and accountability, job knowledge and skills tests (like software, proofreading creative thinking), cognitive ability testing, emotional intelligence tests, and industry terms awareness. For more information, read Pre-Employment Testing; Seven Great Ideas to Try, on Indeed’s website.
Adaptability: The insurance industry is constantly evolving – and staying up to date is critical to your agency’s success. That includes awareness of new tech. Ask candidates about their familiarity with Customer Relationship Management (CRM), quoting, and other platforms. Or ask about their experience learning new systems and procedures. Do they readily embrace change, or are they resistant? Are they proactive in learning new things and how they can adapt to what’s happening in our industry?
Insurance Sales Recruiting
While some of the same considerations apply to recruiting someone for a sales role, there are other factors, too.
- Is your candidate focused on building a long-lasting relationship with customers? Or are they transaction driven?
- Do they ask, listen, and then act? Asking questions and listening to the answers will help them find the right solutions to address the customers’ needs.
- Do they have a deep understanding of available plans and programs? Knowledge of the ins and outs of different policies and programs will allow them to work together and identify the right solution to address clients’ needs and those of their employees.
- Do they have an insatiable appetite for learning? If not, their success may be short-lived. Continuing Education is not only a requirement of maintaining an insurance license, but it’s also in an insurance broker’s best interests. The insurance marketplace is dynamic, and new rules, regulations, products, and services are being launched regularly.
Be sure to read Jim Pippins’ blog this month about Hiring Strategies for Insurance Brokers: Finding the Right Talent for Your Agency for other tips. ADD LINK Another perspective on recruiting sales professionals is an article published by Investopedia, 8 Qualities That Make a Good Insurance Agent.
Best of luck in your recruiting efforts.
