hiddenmuse (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
hiddenmuse) wrote2002-11-14 08:18 pm
hiddenmuse) wrote2002-11-14 08:18 pm
Cube Farmers Unite!
Some days, I wonder why I do what I do. Especially when I feel like all I do at work is push paper and engage in small-time hand-holding for clients that just don't get it. A few months ago, I was given the reins and almost put into full-on CSR-dom, but found myself feeling incredibly overwhelmed, and in a mutually decided-upon situation, I was put back into my role as CSA (Customer Service Assistant). I have clients, but much of my work is in processing, so I don't have to deal with clients constantly. Instead, I get to deal with company people - insurance companies, mortgage companies, car dealerships, you name it.
Oh yeah ... for anyone just tuning in, I work at an insurance agency. I've been there a little over 5 years, the first 4 1/2 years, I was a receptionist/assistant. Then, 6 months ago, I got my Insurance Broker's license and my own plot in the Cube Farm. So, yeah, that makes me a Farm Grrrl ;)
Anyways ... about work. Yesterday afternoon, I got a call from a client that has a history of being prone to temper fits and just being a general bitch. Last year, after enduring her threats to move her business elsewhere when she didn't get her way, the president of our agency told her to go away. She didn't get the message. Lucky me, she's one of my clients, and I got to deal with her yesterday. Long story short, the only policy we have for her took an almost 50% rate increase. She asked me to look into other carriers. Seeing as she is who she is, I am allowed to tell her (politely) to hop on her broom and fly away. Far away. Okay, what I'm actually going to say is "well, we couldn't find another market. The rates with other companies were pretty much the same. You're best off going to a company like State Farm, or Geico. We'll send you the cancellation form to sign - with an SASE. Good-bye." Then, I get to sing "Ding-Dong, the Witch is Gone" while trying to get the dumb grin off my face.
In other work-related geek-out moments, I've got some light reading to do tonight. I managed to twist an arm at one of our companies to get something written ... and now, I have to read the company manual so I can learn how to figure out the premium without a computer program. Oh joy of joys. ;) Hey, if nothing else, it has earned me the admiration of my supervisor and one of our producers. Lots of thumbs-ups and congratulations in my department when word got out about my sweet-talking an insurance underwriter.
Hmmmm ... maybe I should explain the very very basics of who's who at an insurance agency?
Me: I work in Personal Lines, doing a lot of paper pushing. Re-marketing seems to have become my forté. It's a way for me to learn the companies, what they are looking for, and what they don't want.
Sherry: My supervisor. She was instrumental in my moving up in the agency, actually. She heads up a department of no-nonsense, service-with-a-patronizing-smile, happily medicated ladies.
Producer: Typically male. They can be good people, but a few are bent on zoning in on the new kids in the department and trying to take advantage of their "newness". Their main responsibility is to bring in the clients that the gals get to handle. Yay us. Sometimes, they're really good at irritating us by bringing in problem children clients (business we can't place anywhere) or clients that need coverage by next week. When they don't get what they want from one person, they go onto another - and keep at it until they get the answer they want. When defeated, I wonder if they go to their offices, close the door and stomp and pout like the little kids they sometimes act like.
Underwriters: They are the people with power. Or so they might like to think. We send them the applications, they give us the Yay or Nay. Sometimes, with a little sweet-talking (and asking very nicely), we can get them to do us favors - like taking on a client with more than one claim. Writing a higher limit of coverage. Or keeping a client on for another year - with a few conditions attached.
There are other people that keep the office going - the Commercial Lines department, the Benefits department, the secretary, the bookkeeper, our Data Entry gal and the Receptionist. So yeah, we're a (mostly) happy, sometimes dysfunctional, family. That's probably why we all work well together.
Now, if you'll excuse me ... I've got to work on my "light" reading. ;)
Be well and have a good evening & a great tomorrow.
Oh yeah ... for anyone just tuning in, I work at an insurance agency. I've been there a little over 5 years, the first 4 1/2 years, I was a receptionist/assistant. Then, 6 months ago, I got my Insurance Broker's license and my own plot in the Cube Farm. So, yeah, that makes me a Farm Grrrl ;)
Anyways ... about work. Yesterday afternoon, I got a call from a client that has a history of being prone to temper fits and just being a general bitch. Last year, after enduring her threats to move her business elsewhere when she didn't get her way, the president of our agency told her to go away. She didn't get the message. Lucky me, she's one of my clients, and I got to deal with her yesterday. Long story short, the only policy we have for her took an almost 50% rate increase. She asked me to look into other carriers. Seeing as she is who she is, I am allowed to tell her (politely) to hop on her broom and fly away. Far away. Okay, what I'm actually going to say is "well, we couldn't find another market. The rates with other companies were pretty much the same. You're best off going to a company like State Farm, or Geico. We'll send you the cancellation form to sign - with an SASE. Good-bye." Then, I get to sing "Ding-Dong, the Witch is Gone" while trying to get the dumb grin off my face.
In other work-related geek-out moments, I've got some light reading to do tonight. I managed to twist an arm at one of our companies to get something written ... and now, I have to read the company manual so I can learn how to figure out the premium without a computer program. Oh joy of joys. ;) Hey, if nothing else, it has earned me the admiration of my supervisor and one of our producers. Lots of thumbs-ups and congratulations in my department when word got out about my sweet-talking an insurance underwriter.
Hmmmm ... maybe I should explain the very very basics of who's who at an insurance agency?
Me: I work in Personal Lines, doing a lot of paper pushing. Re-marketing seems to have become my forté. It's a way for me to learn the companies, what they are looking for, and what they don't want.
Sherry: My supervisor. She was instrumental in my moving up in the agency, actually. She heads up a department of no-nonsense, service-with-a-patronizing-smile, happily medicated ladies.
Producer: Typically male. They can be good people, but a few are bent on zoning in on the new kids in the department and trying to take advantage of their "newness". Their main responsibility is to bring in the clients that the gals get to handle. Yay us. Sometimes, they're really good at irritating us by bringing in problem children clients (business we can't place anywhere) or clients that need coverage by next week. When they don't get what they want from one person, they go onto another - and keep at it until they get the answer they want. When defeated, I wonder if they go to their offices, close the door and stomp and pout like the little kids they sometimes act like.
Underwriters: They are the people with power. Or so they might like to think. We send them the applications, they give us the Yay or Nay. Sometimes, with a little sweet-talking (and asking very nicely), we can get them to do us favors - like taking on a client with more than one claim. Writing a higher limit of coverage. Or keeping a client on for another year - with a few conditions attached.
There are other people that keep the office going - the Commercial Lines department, the Benefits department, the secretary, the bookkeeper, our Data Entry gal and the Receptionist. So yeah, we're a (mostly) happy, sometimes dysfunctional, family. That's probably why we all work well together.
Now, if you'll excuse me ... I've got to work on my "light" reading. ;)
Be well and have a good evening & a great tomorrow.