Agency Markets’ Regional Companies offer Commercial Lines CSR Development Programs

Offering industry training with customer service and sales skills development

Boston, Mass. - August 26, 2010 – Liberty Mutual Agency Markets’ eight regional commercial lines companies are now offering Customer Service Representative (CSR) Development Programs for CSRs with the companies’ appointed agencies. The 10-week programs are comprised of instructor-led webinars, online self-study courses from The Institutes, and weekly in-agency modules for building customer service and sales skills. 

Designed specifically for CSRs high-volume, fast-paced roles, all components of the programs are delivered at the agency, more closely tying training to day-to-day work functions. The programs are tailored for new CSRs or experienced CSRs who wish to accelerate their performances. The curriculum includes:

• Insurance Principles (AICPCU INS 21);
• Commercial Insurance (AICPCU INS 23);
• Customer Service Best Practices;
• Sales Skills (including  account review and cross-sell opportunities);
• Carrier – Relationship Management; and
• Training on their regional company’s product line and appetite.

Participants in the Commercial Lines CSR Development Programs dedicate 5-to-12 office hours weekly to the learning modules. An assigned agency mentor will commit 2-to-3 hours weekly for coaching development, in-agency skills practices, and feedback.

“Customer service reps are an agency’s lifeblood for efficient production, account maintenance and retention, and often they are an agency’s future producers. We’ve made comprehensive training convenient for our agencies and their staff,” said Michael Emery, manager, Learning Services, Liberty Mutual Agency Markets. “Our CSR Development Programs are flexible and geared toward new hires or CSRs who want to further their insurance careers.”

Additionally, each regional company’s newly-introduced online Agent Learning Center houses a full complement of professional development resources to assist its agency partners with hiring, training, and developing agency talent. To learn more about the CSR Development Program in your region, contact Dawn Sweeney at 206-473-5263 or by e-mail at [email protected] 

About Liberty Mutual Agency Markets

Liberty Mutual Agency Markets, a business unit of Liberty Mutual Group, offers personal and commercial insurance through independent agents throughout the United States. Commercial lines products are offered through eight regional companies and Liberty Agency Underwriters, which provides specialty commercial products, including excess casualty and program business. Personal lines products are offered nationally under the Safeco Insurance brand. Liberty Mutual Surety provides nationwide contract and commercial surety and fidelity bonds.

Agency Markets operates under a unique regional/national model that leverages the service-oriented focus of regional operations with the power of a national infrastructure to deliver quality products and services to agents and brokers and the customers they serve. 

Commercial Lines:

• America First Insurance™ (Central Region)
• Colorado Casualty™ (Mountain Region)
• Golden Eagle Insurance™ (California)
• Indiana Insurance™ (Midwest Region)
• Liberty Northwest® (Pacific Northwest Region)
• Montgomery Insurance™ (Southeast Region)
• Ohio Casualty™ (Mid-Atlantic Region)
• Peerless Insurance™ (Northeast Region)

Personal Lines:

• Safeco® Insurance (National)

Other Product Lines:

• Liberty Agency Underwriters™ (Specialty Commercial Products)
• Liberty Mutual Surety™

Liberty Mutual Group ranks 71 on the Fortune 500 list of the largest U.S. corporations based on 2009 revenues. The company has financial strength ratings of A (Excellent) from the A.M. Best Company, A2 (Good) from Moody’s Investors Service, and A- (Strong) from Standard & Poor’s.

Contact:

Christopher Goetcheus, 774-279-5923
or [email protected]