New in role (0–3 mos)

• Understand what team meetings are needed and your Producer role in the team meetings
• Understand common processes and expectations for turnaround time

Meeting expectations (3–6 mos)

• Uphold the value of relationships described by the 3 Cs: Carrier, Client, Co-workers
• Maintain professionalism and a calm demeanor while maintaining the book of business
• Filter renewal discussions and marketing needs through your dedicated Service team first, and they will engage with marketing as needed
• Communicate to key partners and keep them informed on client updates
• Understand agency billing/premium finance and when tasks should be delegated
• Ensure Premium Allocations are completed and are not unnecessarily consuming staff time. Best-in-class teams spend 60 minutes or less on any premium

Exceeding expectations (6+ mos)

• Create opportunities for the CM/CA to grow and learn
• Find ways to continually improve the communication and workflow in your service team
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Knowledge

• Priority level of each task
• Know CA role and job expectations

Skills

• Strong Verbal Communication
• Delegation

Technology

• Salesforce
• Expiration List
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Training Activity

Learn from CM common processes and level of service expectations.

Training Activity

Discuss with Client Manager Premium Allocation process.

Activity

Delegate opportunities in renewal process for CM/CA to learn
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New in role (0–3 mos)

• Get to know Client Manager & Client Advocate
• Understand team workflow and how to communicate within team
• Get to know key carrier partners and expectations of Producer

Meeting expectations (3–6 mos)

• Support the CM/CA to meet job expectations and do what’s required in their role
• Know when producers need to step in and support the CM/CA
• Be open to feedback from carrier partners. Work towards improving to meet their expectations.
• Communicate with service team updates on the CG EDGE process and what you’re preparing for clients. Be clear on what was promised to clients in the sales process.
• Own any Loss Control action items offered in CG EDGE process.

Exceeding expectations (6+ mos)

• Work with your Service and Marketing Team and decide best course of action to negotiate with carriers on tough accounts.
• Know how to tactfully share opinion and when to push back to marketing team
• Explicitly ask for feedback from carrier partners. Understand what they like and where you can improve.
• Build connections across CG, beyond your immediate team or work area. This creates new opportunities to share knowledge or partner on a cross-sell.
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Knowledge

• Understand carriers preferred business, appetite for risk
• Understand Commercial Lines placement strategies

Skills

• Communication Skills
• Negotiation

Abilities

• Rapport & relationship building
• Use resources and partnerships wisely 
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Training Activity

Learn Core carrier partnerships and placement strategies. Meet with Commercial Lines Leaders

Training Activity

Discuss key carrier partners and vendor relationships with Producer Trainer

Training Activity

Discuss CG EDGE process with Producer Trainer
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New in role (0–3 mos)

• Be able to discuss basic forms/coverage knowledge
• Know forms needed on a policy, which carriers cover what
• Know what forms are and which forms are important or can be removed. Understand which forms are important based client/business type

Meeting expectations (3–6 mos)

• Review contract language and know how to fulfill requirements in contract. Be able to review and consult on any missing parts
• Review the CM’s coverage comparison worksheets on past and current policies
• Understand form language and how it relates to Insured’s operations. Know if the proper forms are being used
• Educate clients and/or client’s vendors on what requirements are needed or not necessary. Move requirements out of contracts when it’s unnecessary
• Understand complicated policies and be able to explain (ex: WC dividend/retro plan)
• Simplify insurance complexities to any type of audience – uninformed buyer vs. smart buyer.
• Consult/upsell based on insured exposures. Share opinions directly to client

Exceeding expectations (6+ mos)

• Utilize partnerships to help with complicated accounts/specialized coverage (Ex: Clinical trials)
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Knowledge

• Forms and coverages required based on account
• CIC Designation or equivalent
• Understand markets and what is offered.

Skills

• Communicate complex items in a simple fashion. 

Abilities

• Ability to decipher key points and articulate to carrier/client what’s important to them
• Find other technical experts and learn from them

Technology

• WorkSmart
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Training Activity

Be curious and act as a continuous learner in Insurance market, products, coverages and trends.
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New in role (0–3 mos)

• Track prospecting activity in Salesforce
• Learn Indio system for new business workflow
• Discuss quotes with service team
• Learn CG marketing philosophies. Understand carrier offerings and how policies are structured
• Understand concept of a pre-qualify account
• Understand what is needed to make a complete submission
• Gather the data for submissions in a timely manner
• Learn CG EDGE process
• Understand the CG proposal template and who creates it
• Present proposals using CG standard Word Proposal document

Meeting expectations (3–6 mos)

• Use appropriate channels/partners to discuss marketing questions
• Use the proposal as-is from the AMS or be responsible for any additional edits to the proposal (adding tables)
• Support the quote and placement decision from service/marketing team
• Use CG EDGE process
• Consistently use Indio in application process
• Present the quote to the client
• Inform service team (CM/CA) and Marketing Team of new business and the overview of business operations

Exceeding expectations (6+ mos)

• Provide submissions at 95% completion, including details on the key operations, spreadsheets and forms
• Submit pre-qualified accounts
• Discuss with service/marketing team about preferences on marketing and why the product/carrier offering fits the account
• Prepare rate comparison spreadsheets, as needed
• Involve CM/CA in meetings with clients
• Proactively communicate with service team any new business coming in
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Knowledge

• Forms and coverages required based on account
• CIC Designation or equivalent
• Understand markets and what is offered
• CG EDGE (Blue Print) process  

Skills

• Verbal Communication
• Strong Carrier Relationships

Abilities

• Confidently explain the key operations and knows steps/roles needed in the process.
• Trust your team to get their work done – if you have concerns, speak up and work internally first

Technology

• Word
• Indio
• Salesforce
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Training Activity

Understand Salesforce coding. Input prospects into Salesforce.

Training Activity

Cold calls

Training Activity

Understand the submission process, including who and how submissions are sent to carriers

Training Activity

Discuss what it means to prequalify an account. Discuss 3Ps (price, products, politics)

Training Activity

Meet with Marketing team and understand their role/how to use them. Understand best practices and instances it’s okay to call underwriter directly

Training Activity

List of Underwriters/Key Contacts by Company
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New in role (0–3 mos)

• Learn Indio system for renewal workflow
• Review quotes with CM
• Understand what team meetings you are a part of and your role as a Producer
• Present proposals using CG standard Word Proposal document

Meeting expectations (3–6 mos)

• Proactively share client meeting dates and key items during Team Meetings. Be clear when renewal items are needed
• Communicate outstanding items and delegate renewal activities
• Partner with CM on quotes, coverage and price negotiation
• Use the proposal as-is from the AMS or be responsible for any additional edits to the proposal (adding tables)
• Support CM in placement of accounts
• Consistently use Indio in the renewal process
• Share loss run summaries and insights from the findings to clients.
• Be an advocate for Indio process with new clients (use it from the get-go)

Exceeding expectations (6+ mos)

• Step in, as needed, to negotiate coverage and price on complex coverages and accounts
• Invite CM to participate in Face-to-face meetings with clients, to support their growth
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Knowledge

• Forms and coverages required based on account
• CIC Designation or equivalent
• Markets available and what’s offered
• CG EDGE (Blue Print)process

Skills

• Verbal Communication
• Strong Carrier Relationships

Abilities

• Can negotiate prices and coverages needed
• Confidently explain the key operations and steps/roles needed in renewal process.

Technology

• Salesforce
• Indio
• Word
  ‍

Training Activity

Talk with your CM regarding your X list. Discuss each client and what is important in the renewal process? How will you communicate updates in the process?

Training Activity

List of Underwriters/Key Contacts by Company 

Resource

Expiration List (X list) with Workflow Process
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New in role (0–3 mos)

• Understand and know supplemental applications are needed and when to get this.
• Provide complete Binding Instructions
• Gather Binding Subjectivities
• Collect Down Payments for Agency bill accounts
• Collect late agency bill payments

Meeting expectations (3–6 mos)

• Provide full and complete submissions.
• Submit pre-qualified accounts and have a hit ratio of 80%

Exceeding expectations (6+ mos)

• Provide feedback and coaching to CM/CA to support their learning and minimize E&O risk.
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Knowledge

• Understand how client files are organized and where to find carrier/policy information in the file
• Accounting basics  

Skills

• Listening
• Verbal Communication
• Phone Etiquette
• Attention to Detail
• Commitment to Service & willingness to step in when necessary to deliver quality customer service

Abilities

• Ask the right questions, to guide and coach others

Technology

• Worksmart
• Word
  ‍

Training Activity

Learn types of audits and when an activity complex and requires CM assistance
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