Do Your Buyer Service Representatives Want a License?

This publish is a part of a sequence sponsored by AgentSync.


Customer support representatives working within the insurance coverage business present a beneficial hyperlink between policyholders and insurance coverage suppliers. Wonderful customer support is essential to the success and progress of any company, transport firm or MGA/MGU. Whereas a license will not be at all times a requirement to develop into an insurance coverage account supervisor, companies with licensed CSRs might discover that the advantages outweigh the value.

Is an insurance coverage account supervisor license required?

The reply is… it relies upon. Whether or not or not a customer support consultant requires a license relies upon totally on what their duties entail (which can range relying on the company, airline, or MGA they work for) and particular authorities laws.

Some corporations require all customer support representatives to be licensed (we’ll get to that later), however a license will not be essentially a requirement for being a customer support consultant within the insurance coverage business.

What Can an Unlicensed Buyer Service Consultant Do?

With out a license, a customer support consultant is unable to promote insurance coverage or focus on particular contract particulars with clients. So what can they do? An unlicensed customer support consultant’s duties primarily give attention to being the liaison between a present or potential buyer and an agent.

In different phrases, they primarily deal with administrative duties like dealing with telephone calls and scheduling appointments. Nevertheless, there are some states that require customer support representatives to be licensed even when they supply administration companies to policyholders.

Further actions that an unlicensed customer support consultant might take part in embrace:

  • Offering normal details about the company or agent
  • Present clients with utility varieties and different new buyer paperwork
  • Forwarding messages to licensed brokers concerning present or potential buyer data
  • Acquiring extra data from an insured individual on the request of an expert consultant
  • Informing policyholders of their present coverages as laid out in firm data

What can a Licensed Buyer Service Consultant do?

When a customer support consultant is licensed, their permitted actions broaden to incorporate extra tasks associated to particular buyer wants. In fact, a licensed customer support consultant continues to be accountable for a similar actions that they’ll carry out with out a license, however they’ll additionally focus on extra detailed data with a buyer, comparable to: B. Costs and Protection Gaps.

Further actions {that a} Licensed Buyer Service Consultant might take part in embrace:

  • Figuring out and responding to buyer wants or requests
  • Upsell or cross-sell to current buyer insurance policies
  • Dialogue of present coverages and costs with current clients
  • Steered options to buyer complaints
  • Notifying clients of modifications or changes in particular person insurance policies

What are the Makes use of and Advantages of Licensed Buyer Service Representatives?

1. Streamline communication and enhance buyer expertise

If a buyer in California notices a typo of their coverage and reviews it to an unlicensed customer support consultant, that consultant’s fingers are just about tied. A change to a coverage might be known as buying insurance coverage, which the regulation doesn’t permit unlicensed brokers to do.

On this state of affairs, the unlicensed customer support consultant must ask a licensed producer to repair the error to keep away from authorized penalties. This negatively impacts the shopper expertise and slows down work for licensed brokers who undoubtedly have extra pressing issues to cope with than a typo.

With licensed customer support brokers, communication between an company and its shoppers turns into extra environment friendly. The place an unlicensed consultant would wish to relay a message, a licensed consultant might be able to resolve the difficulty with out escalating to an agent.

2. Guarantee compliance

Keep in mind after we talked about that some corporations require all customer support representatives to be licensed? One purpose is that if an worker is caught promoting insurance coverage with out a legitimate license, the company, service or MGA can keep away from the results. Whether or not intentional or not, if a customer support consultant sells, purchases, or negotiates insurance coverage in what seems to be an unlicensed method, they and the corporate they work for might face extreme monetary penalties and even legal penalties.

To make sure they’re compliant, some insurance coverage corporations have a whole group or division devoted to creating positive all staff are licensed. In fact, as anybody who works within the insurance coverage business is aware of, licensing could be fairly a trouble. From ever-changing laws to human error, making certain all staff are compliant is a problem that insurance coverage licensing software program has solely just lately made simpler.

3. Allow enterprise progress

When customer support representatives are licensed, they’ve extra alternatives to enhance accounts. If a policyholder calls about gaps of their protection, a licensed consultant can focus on extra coverages with present policyholders and have the choice to promote or add to them.

Whereas licensing all customer support brokers comes with larger prices, there could be worth for an company in making certain that every one brokers are educated and in a position to meet buyer wants.

Licensing your customer support representatives is only one method to enhance effectivity and scale back compliance errors in your company, service or MGA/MGU. AgentSync is one other. Schedule a demo as we speak to see how AgentSync’s resolution can empower your group.

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2023-02-08 17:08:38