Interview Qs Flashcards
Tell me about yourself / background?
Thank you for the opportunity to introduce myself. I am an insurance professional with over 12 years of experience in the industry. I hold a Bachelor of Commerce degree in Finance from the University of Calgary.
I started my career as a Licensed Insurance Representative at The Co-operators where I would answer phone calls all over the country from Cooperators clients and prospects. I honed my customer service and insurance understanding, This role was a great opportunity to learn the basics of insurance, underwriting and selling.
For the past 8 years I worked for a start up insurance brokerage called iQ Insurance. As it was a new and growing company, there was tons of change and shakeups over the year. I eventually was promoted to lead our new business sales and was the go to guy to chat to all new clients. I would handle the full sales cycle with our new prospects from start to finish.
Early last year following a loss in my family, I decided to finally go on a bucket list vacation I had been putting off. coincidentally, at the exact same time I was booked to leave, our brokerage iQ Insurance sold it’s book to Westland Insurance, and our brokerage we had built was no more. The timing was perfect for me as this enabled me to travel for as long as I desired and push me forward in my career.
I travelled for many months and enjoyed some time back family in Calgary as well as time off in Vancouver. You’re catching me at a great time in my life, as I have the opposite of any burnout, I am rested, rejuvenated and motivated for the next chapter in my career. Moving forward I am focused on commercial insurance and specifically underwriting hence why we’re meeting today! I am eager to bring my broker experience to the carrier side.
Underwriting feels like a natural progression for me as I’ve done my share of selling insurance directly to the general public and I’m interested in the career prospects of the commercial underwriting space and working on more complex risks than personal lines.
My insurance background was definitely primarily focused on personal insurance rather than the Commercial Insurance piece however I learn quick, I’m highly capable and coachable.
Why do you want to work for this company?
What do you know about NB
NB is a recognizable and respected name in insurance and were one of the first and only companies I applied too when I decided to pursue underwriting.
After meeting with Louise and Mick it’s clear to me this is a company where I’d be an excellent fit for the culture there of striving excellence on the business front for the stakeholders and also a company that values it’s people as well with attention onto work life balance and professional development.
The last company that hired me I was there 8 years until the doors were closed, and I’m looking for my next long term home. Seeing how Northbridge employees have such long tenures there after working at other carriers is a big green flag to me.
As far as what I know about NB:
Subsidiary of NBFC and 100% owned by Fairfax Financial Holdings.
They sell their insurance exclusively through independent brokers and only select brokers.
Why do you want this role?
I know I would thrive in an underwriter role with my skillset and Small Business is the perfect opportunity to transition from Broker to Commercial Underwriter with a focus on volume and less complex commercial risks. From my chat with Louise and Mick it’s evident NB would a cultural fit for me, and NB supports the professional development of it’s employees as well which is important to me as I intend to aggressively complete CIP courses as soon as I am employed.
The role itself sounds interesting, dynamic and rewarding and I’d look forward to working on a team - with iQ Insurance there were times I was the sole producer there and I love working with colleagues and building those relationships.
What kind of manager/management style do you like?
When thinking of this question I think of my past managers and what worked best for me. While I’m definitely coachable and flexible, we all can have our preferences.
My prior manager for the past 5 years was Laissez-faire to the extreme and that independence to complete my job duties and be accountable for my own results worked completely well for me, I do however like the occasional meeting to discuss how I am performing and receive coaching if there are areas I need to improve.
I briefly had a manager who conducted a meeting daily which I found more counter-productive than motivating personally.
Of course I hope my manager is a positive presence over an overly authoritative one, and who is open to questions and communication.
What is the hardest problem you’ve ever tackled?
One of the hardest problems I ever tackled was when our cloud service was held ransom, effectively crippling our company’s operations. This situation was critical because it threatened our ability to service clients, potentially leading to significant financial loss and reputational damage.
Despite the severity of the problem, I approached it with a calm and systematic mindset. Our team quickly devised a strategy to move all activities outside the cloud. We set up a hotline and created a new email address for existing clients, prioritizing client retention over new business. This approach ensured our clients could still reach us, and we could continue operations, albeit on a reduced scale.
We communicated regularly with clients to keep them informed and reassured, which helped maintain their trust during this challenging time. After four weeks of intense work and coordination, we managed to restore our systems and resume full operations.
The impact was significant – we retained our clients’ trust and loyalty, minimized financial loss, and demonstrated our resilience and ability to handle crises. This experience not only tested my problem-solving skills but also reinforced the importance of clear communication, teamwork, and staying calm under pressure.
What attributes/strengths do you bring to the table?
My main strengths that I bring to this role:
- I have an excellent customer service background with my 12 years of experience as an insurance broker.
- My attention to detail and ability to work in a fast paced environment especially when it comes to insurance applications and policies is excellent.
- I am a quick learner and pride myself on being a expert in whatever role I take on
- I have experience writing small biz commercial policies and sound technical knowledge of insurance products and front-line underwriting from putting together thousands of insurance policies.
- I’m excellent at verbal and written communication especially when it comes to sales and negotiation.
- I’m an uncomplicated and reliable professional and I get along great with my colleagues and truly enjoy coming to work and my coworkers.
What would you say are your weaknesses and how would you improve them?
Normally I’m a very easy going and patient and empathetic person but Sometimes I can be too impatient when I sense my time is being wasted or I’m waiting on something critical from someone and it’s out of my control. At my last job I definitely lost it a few times when our insurance carriers would force me to wait on hold for 30 mins to speak with an underwriter for example.
To work on this I’ve found it very helpful in work and in life to always remind yourself you can only control what you can control and maybe a project isn’t moving at the pace you want but you can sometimes only control your emotional reaction to it.
I get nervous when I need to have in-person meetings or conduct presentations. In my career I’ve only had to work with clients in person a handful of times and I’m super used to phone calls and emails instead. I would be absolutely thrilled to have an opportunity down the line to work on this and expand and participate in Broker visits, training presentations, attend networking events, that sort of thing in this role if that opportunity did come up.
Describe a situation where you had to handle multiple responsibilities? How did you manage your time?
We Got No Staff
Situation: At a small company where I worked, we experienced a significant loss when most of our renewal account managers left the team. This departure posed a critical challenge as client retention and renewal reviews were essential for the company’s stability and growth.
Task: Recognizing the urgency and importance of maintaining client relationships, I knew I had to step up and take on additional responsibilities until we could rebuild our team. My task was to manage both new business development and client endorsement and renewals, balancing these responsibilities effectively.
Action: To address the situation, I shifted my focus to split my time evenly between acquiring new business and ensuring existing clients received the attention needed for renewals and endorsements. This required me to wear multiple hats, juggling the demands of both roles to ensure continuity and quality service for our clients. Despite the increased workload and the temporary sacrifice of commissions typically earned from new business, I prioritized the company’s needs and the stability of our client relationships.
Result: My efforts during this challenging period were recognized by the company, which rewarded me with a raise and additional vacation time during the next performance review cycle. More importantly, my ability to manage multiple responsibilities effectively helped stabilize our client base during the transition period until we could rebuild our renewal account management team.
TAKE AWAY: This experience taught me the importance of adaptability and teamwork in overcoming organizational challenges and maintaining client satisfaction amidst change.
Tell me a time when you couldn’t meet a deadline and how you decided to handle it?
Too Many Leads
Situation: During a period of high success with our referral project, we were inundated with more leads than our team could effectively manage. This influx of leads posed a challenge as we struggled to meet the expectations of all stakeholders involved.
Task: My task was to prioritize and manage the overwhelming number of leads to ensure we could effectively convert them into new business opportunities, despite the constraints on our resources.
Action: To address the situation, I carefully evaluated each lead based on its potential to result in new business closures. I organized the leads into categories, focusing only on those that realistically had a high probability of conversion. This meant making difficult decisions to prioritize certain opportunities while letting go of others that were less likely to lead to immediate business.
Result: As a result of this prioritization strategy, we were able to maintain a focus on quality leads and maximize our conversion rates within the available resources. However, it also highlighted the need for our company to scale our operations in tandem with our growth, ensuring we had adequate personnel to handle increased demand. Management took proactive steps to hire additional staff and allocate resources more effectively, which helped repair relationships with our referral partners and stabilize our business operations moving forward.
Share an example of when you were working with someone who is difficult. How did you handle working with them?
Won’t Do Her Part
Situation: Early in my tenure at my last job, the sales process was divided between myself and a colleague. I handled client interactions, gathered their information, and conducted phone sales. My colleague, however, was responsible for the computer work, such as finding quotes for the clients. This setup led to significant delays because my colleague, who was under immense stress with other responsibilities, couldn’t complete her part on time.
Task: My responsibility was to present quotes to clients in a timely manner to close sales. However, due to the delays in getting the necessary quotes from my colleague, I was often unable to meet deadlines, which affected my performance and client satisfaction.
Action: I decided to address this issue proactively. I had a light-hearted meeting with my colleague to understand her challenges and workload. During our conversation, she shared her struggles, which gave me a clearer picture of her situation. Together, we devised a system where she would have three days to return the client files with the necessary quotes. I was accommodating and adjusted my workflow to this new timeline.
However, despite our efforts, the issues persisted. I approached management with a solution, suggesting that I be given access to the required software to handle the computer work myself. I presented my case by explaining how the current two-person system was causing delays and affecting client satisfaction.
Result: Management agreed with my proposal, and my job description was adjusted to allow me to handle both client interactions and the computer work. This change significantly improved efficiency and allowed me to meet client deadlines consistently. Not long after, the office adopted this new system based on my success, which streamlined the sales process for everyone.
This experience taught me the importance of proactive problem-solving, effective communication, and advocating for process improvements that benefit both the team and the clients.
QUESTIONS for us?
I understand you’ve been with the company for a long time. What would you say makes NB a great place to work?
If I were selected for the role, what would the training and onboarding process look like?
What are the biggest challenges that someone in this position would face?
What is the performance review process like here?
- Tell me about a time when you had to work closely with someone whose personality was very different from yours?
Situation:
When I started at my prior brokerage, I would be phone only and all the applications and quotes would go through my coworker. It was critical we work well together and our personalities were very different. I was a young eager kid trying to make sales and fast and she acted like any work I handed her was just interupting her from other more important tasks at hand and the sales guys stuff was not a priority.
When the issue came to a head - I suggested a 1-on-1 where her and I through empathy and understanding came to an agreement on a service level timeline. It was a 3 day turnaround. Not ideal for me and my sales style but hey if I know how long it’ll take then I’ll make it work.
The result of this was ultimately not working due to consistent missed deadlines on her end for me, I then explained to management how much greater my production would be if given the full tools of the job.
- Give me an example of a time you faced a conflict with a coworker. How did you handle that?
Situation
A couple of years ago, I had successfully transitioned to a hybrid work-from-home arrangement, where I worked from home two days a week. To stay organized, I used physical folders containing client information, which I took home with me.
Task
One day, my manager confronted me about taking physical folders with client information home, citing concerns about privacy and security. He was adamant that this practice violated company policies and could potentially breach privacy regulations.
Action
Initially, I was annoyed and disagreed with my manager’s concerns, as I didn’t see any concrete information to support his claims about privacy violations. However, after some reflection, I decided to respect his position and reconsider my organizational methods. I analyzed my workflow and realized that I could leverage our tech tools, such as our cloud system and Outlook, to manage client information electronically. I transitioned to a paperless system, which involved digitizing my organizational process and relying on secure digital storage.
Result
This change not only resolved the conflict with my manager but also enhanced my efficiency and organization. By going paperless, I eliminated the need to transport physical documents, reducing the risk of potential privacy breaches and aligning with company policies. This experience taught me the value of flexibility and adaptability in the workplace.
- Describe a time when you had to step up and demonstrate leadership skills?
CRM Documentation
Situation: When I started using our CRM at my previous role, I noticed that my colleagues and I were documenting client files without much supervision or standardized instructions. There was a concerning lack of consistency and completeness in our documentation, which posed risks for E&O claims and dissatisfied customers. Additionally, it made it difficult for different employees to effectively assist the same customer.
Task: My task was to address the inadequate documentation practices and propose a standardized system to ensure all pertinent information, such as coverages offered and declined and client interactions, were consistently and accurately recorded in the CRM.
Action: Drawing from my previous experience at a call center, where strict documentation protocols were in place, I developed a detailed report and recommendations for our CRM documentation standards. I included a quick template for completing client interactions that ensured all necessary information was captured. I presented this report to my boss, highlighting the importance of thorough documentation for reducing E&O claims and improving customer service.
Result: Management was thrilled with my proposal and immediately implemented the new documentation standards and template. This new process not only improved the quality and consistency of our documentation but also enhanced our ability to serve clients effectively and reduced the risk of errors and omissions claims. My initiative was recognized as a significant improvement, demonstrating leadership and a proactive approach to solving organizational challenges.
OR
Google us
Situation: I noticed that our company’s Google reviews were trending negatively, with most complaints related to colleagues dropping the ball on renewals or issues with claims outside our control. This was affecting our ability to attract new customers, as many were hesitant to do business with us after seeing these reviews.
Task: My task was to improve our company’s online reputation and boost our Google review ratings to restore potential clients’ confidence and attract new business.
Action: I devised a strategy to address the negative reviews. This involved incorporating a targeted and timed discussion during the sales process, where I would ask new clients to leave a positive review and provide them with a direct link. Additionally, if the client did not leave a review immediately, I followed up with a direct email request. I presented this strategy to management, received approval, and implemented it across our new business operations.
Result: Over the course of 10 months, our company’s Google rating improved significantly from 2.5 stars to 4.5 stars. We received numerous glowing reviews from satisfied clients, which helped to legitimize our company and alleviate potential customers’ concerns. This initiative not only improved our online presence but also provided a personal boost for me, as I took pride in the positive impact of this simple yet effective process.
- Describe a time when it was especially important to make a good impression on a client. How did you go about doing so?
Jayman
Situation: I had the opportunity to work with Jayman, a prominent home builder in Alberta. I was scheduled for a call with their #1 salesman, a crucial client whose referrals could significantly boost our business. The goal was to not only provide excellent service but also make a strong first impression that would establish me as the go-to insurance source for their clients.
Task: My task was to deliver exceptional service during the consultation and demonstrate my expertise, particularly in a niche product line, to ensure that the salesman felt confident referring his clients to me for their insurance needs.
Action: During the consultation, I provided comprehensive service by clearly explaining what to expect, the timelines, and the reasons behind each piece of information I required. I emphasized how I could help his clients secure the necessary insurance quickly and efficiently. I also highlighted my expertise in the specific, more niche type of policy that was relevant to their showhomes, distinguishing my service from standard home insurance offerings.
Result: My thorough and knowledgeable approach made a positive impression on the salesman. He was impressed with my expertise and the clarity I provided, which enabled him to better coach his clients on their insurance needs. As a result, I became the preferred insurance source for Jayman and their lender’s lawyer, leading to a steady stream of referrals and establishing a strong business relationship that benefited both parties.
- Give me an example of a time when you didn’t meet a client’s expectation. What happened, and how did you attempt to rectify the situation?
Angry Client
Situation: I had a client who was extremely dissatisfied with the errors made by previous brokers on their home and auto insurance policies. The client was frustrated and considering taking their business elsewhere.
Task: My task was to address the client’s concerns, rectify all the errors in their policies, and restore their confidence in our services with the goal of retaining their business.
Action: I scheduled a call with the client to listen to all their complaints and assure them that I would take personal responsibility for fixing the issues. I thoroughly reviewed their policies, corrected all errors, identified and applied missing discounts, and bundled their home and auto policies to simplify their coverage. I then contacted the client and explained all the improvements: how I fixed the errors, the new discounts that would save them money, and the enhanced coverages I had added.
Result: Despite my comprehensive efforts to rectify the mistakes and improve their policies, the client ultimately decided to leave due to their lingering dissatisfaction with the past errors. However, I was proud of my efforts and the professional manner in which I handled the situation. It reaffirmed my commitment to providing excellent customer service and maintaining high standards, even when outcomes are not as hoped. This experience also highlighted the importance of proactive communication and accuracy in client interactions to prevent such issues in the future.
- Tell me about a time when you made sure a customer was pleased with your service?
The story that works best for “Tell me about a time when you made sure a customer was pleased with your service” would likely be the one where you addressed negative Google reviews and implemented a strategy to improve customer satisfaction through positive reviews. Here’s why:
Customer Focus: This story demonstrates your proactive approach to addressing customer concerns (negative reviews) and taking concrete steps to improve their satisfaction.
Impact: Implementing a strategy that resulted in increasing the company’s Google rating from 2.5 stars to 4.5 stars shows tangible results in enhancing customer perception and satisfaction.
Initiative and Leadership: You took the initiative to devise and implement a strategy, showing leadership in improving customer service and the company’s reputation.
Positive Feedback: The positive feedback received from clients as a result of your strategy was a personal boost, indicating that customers were pleased with the improved service experience.
Therefore, this story not only highlights your ability to ensure customer satisfaction but also showcases your initiative, leadership, and the positive outcomes achieved through your efforts.
- Describe a time when you had to interact with a difficult client or customer. What was the situation, and how did you handle it?
I’m Going to Cancel!
Situation: We had a client from Alberta who held both home and auto policies with us. They were high maintenance, often initiating multiple service interactions and requesting various endorsements throughout the year. However, a recurring issue arose during our conversations: they frequently threatened to cancel their policies due to pricing concerns.
Task: My task was to address the client’s persistent threats to cancel their policies while maintaining a professional and productive relationship.
Action: Initially, I reassured the client that as brokers, we strive to find them the best coverage at the lowest price possible, but pricing was beyond our direct control. Despite these reassurances, the threats continued. Eventually, I decided to have a candid conversation with the client. I reiterated the value we provided, explained our limitations regarding pricing, and respectfully asked them to refrain from repeatedly threatening to cancel their policies.
Result: Following our discussion, the client’s behavior changed significantly. They ceased making threats to cancel their policies, and our interactions became more positive and constructive. From that point on, we maintained a strong business relationship for years without further issues regarding policy cancellations. This experience underscored the importance of mutual respect in a broker-client relationship and demonstrated the effectiveness of clear communication in resolving client concerns.
- Tell me about a time you were under a lot of pressure at work. What was going on, and how did you get through it?
Too Many Leads
Situation: During a period of high success with our referral project, we were inundated with more leads than our team could effectively manage. This influx of leads posed a challenge as we struggled to meet the expectations of all stakeholders involved.
Task: My task was to prioritize and manage the overwhelming number of leads to ensure we could effectively convert them into new business opportunities, despite the constraints on our resources.
Action: To address the situation, I carefully evaluated each lead based on its potential to result in new business closures. I organized the leads into categories, focusing only on those that realistically had a high probability of conversion. This meant making difficult decisions to prioritize certain opportunities while letting go of others that were less likely to lead to immediate business.
Result: As a result of this prioritization strategy, we were able to maintain a focus on quality leads and maximize our conversion rates within the available resources. However, it also highlighted the need for our company to scale our operations in tandem with our growth, ensuring we had adequate personnel to handle increased demand. Management took proactive steps to hire additional staff and allocate resources more effectively, which helped repair relationships with our referral partners and stabilize our business operations moving forward. This experience underscored the importance of strategic growth planning and resource management in sustaining business success.
- Describe a time when your team or company was undergoing some change. How did that impact you, and how did you adapt?
Situation: At a previous company, we experienced significant turnover in our renewal account management team, leaving us short-handed during a critical period.
Task: As client retention and renewal reviews were crucial to our operations, I recognized the immediate need to adapt my role to cover the gaps left by the departing team members.
Action: I took on additional responsibilities, splitting my focus between handling new business and managing client endorsements and renewals. Despite the increased workload and the temporary loss of commissions due to my expanded role, I remained committed to ensuring continuity and maintaining high service standards for our clients.
Result: My proactive approach and willingness to step up during the transitional phase were recognized by management. As a result, I was rewarded with a raise and additional vacation time at the next performance review, reflecting the value I brought to the team during a period of significant change.
This story demonstrates your ability to adapt to organizational changes, take on additional responsibilities, and maintain performance standards during transitional phases within the company.
- Tell me about selling into your last job, what did you do to learn the ropes?
Staying Sharp in Sales
Situation: Early in my career, I recognized the importance of mastering sales skills to excel in my role. I understood that simply sending out quotes wasn’t effective, and I needed to develop a more strategic approach to selling insurance products.
Task: My task was to learn and implement effective sales techniques that went beyond basic transactional methods. I aimed to become an expert in our insurance products and develop a sales approach that prioritized client understanding and engagement over simply providing information.
Action: To achieve this goal, I immersed myself in sales literature, reading books and actively participating in online communities like Reddit focused on sales techniques. These resources provided me with insights and strategies to refine my sales pitch and communication skills.
I also sought mentorship from my first boss, who emphasized the importance of closing sales early in the process. This mentorship was invaluable as it taught me to build rapport quickly, understand client needs deeply, and present solutions with confidence and passion.
Result: Through dedicated learning and mentorship, I transformed my approach to sales. I became adept at explaining complex insurance products in simple terms that resonated with clients. By focusing on building relationships and demonstrating expertise, rather than relying on standard sales tactics, I saw improved client engagement and higher conversion rates.
Ultimately, my commitment to continuous learning and adopting a client-focused sales strategy not only enhanced my effectiveness as a salesperson but also contributed to my success in meeting and exceeding sales targets. This experience underscored the importance of ongoing skill development and mentorship in achieving sales excellence.
- Give me an example of a time when you had to think on your feet
Situation: During a period of high lead generation at our company, we faced a sudden technical issue where our cloud service was held ransom, cutting off access to critical client data and operations.
Task: The immediate challenge was to ensure minimal disruption to client service and internal operations despite losing access to our primary cloud platform.
Action: Our team quickly assembled to devise a strategy. We temporarily moved all our operational activities outside the compromised cloud service, setting up a makeshift hotline and new email address for existing clients. We scaled down new business activities to focus on damage control and maintaining relationships with current clients.
Result: Despite the challenging circumstances, we managed to navigate the crisis effectively for four weeks. While new business was temporarily impacted, our focus on retaining existing clients paid off, preventing significant client attrition. This experience underscored the importance of agile decision-making and teamwork in navigating unforeseen challenges.
This story highlights your ability to think quickly and take decisive action in response to unexpected challenges, demonstrating your adaptability and problem-solving skills under pressure.
- Tell me about a time you failed. How did you deal with the situation?
A Time I Failed
Situation: During my tenure at a call center for Cooperators, we implemented a new phone system that automatically pushed new calls immediately after a customer ended a call. This system disrupted our workflow and metrics, requiring us to manage multiple calls and extensive documentation in our CRM system.
Task: My task was to maintain professionalism and provide accurate information to clients despite the challenges posed by the new phone system. Each call required thorough documentation and attentive customer service, ensuring clients received the information they needed about their insurance policies.
Action: In the middle of a complex call that demanded detailed post-call work, the client I was assisting got disconnected abruptly due to the new system, and another call immediately came through. Frustrated by the disruption, I hastily attended to the new caller who had a question about their water coverage on their home insurance policy.
Regrettably, I didn’t handle the situation well and provided incomplete information to the caller about their coverage. I failed to explain their coverage adequately, which led to dissatisfaction and a subsequent complaint from the client. This lapse in customer service resulted in me being written up.
Result: This incident served as a significant learning experience for me. It highlighted the importance of maintaining composure and professionalism, even under challenging circumstances. I realized that each client interaction deserves empathy and respect, regardless of external disruptions or frustrations with the system.
Following this event, I made a concerted effort to improve my customer service skills. I focused on enhancing my communication abilities, ensuring clarity and thoroughness in every client interaction. Over time, I developed a reputation for providing excellent customer service and became more adept at navigating similar challenges in a call center environment.
This experience underscored the critical importance of empathy, patience, and maintaining focus during client interactions, principles that have guided my approach to customer service ever since.
- Tell me about a time you set a goal for yourself. How did you go about ensuring that you would meet your objective?
Goal Achieving
Situation: A few years ago, I set a personal goal to obtain my Level 2 insurance license quickly. This required passing two challenging courses, CAIB 2 and 3, through self-study within a span of four months.
Task: My task was to map out a clear plan to achieve my goal, estimate the time needed for each step, and effectively integrate this study schedule into my personal life.
Action: To begin, I meticulously outlined the steps required to succeed. I identified the key topics and materials needed for each course, and then allocated time estimates for studying and review. Breaking down the daunting task into manageable daily and weekly study sessions was crucial.
Next, I strategically planned study sessions around my personal commitments. This involved setting aside specific times each day for focused studying, turning off distractions, and setting achievable milestones. I prioritized my health and well-being by listening to my body’s cues for rest and nourishment, which helped maintain productivity and focus.
Throughout the process, I adhered to a disciplined routine and maintained flexibility to adjust my schedule as needed. By staying committed to my plan and consistently putting in the effort, I ensured steady progress towards my goal.
Result: As a result of my structured approach and dedication, I successfully completed both CAIB 2 and 3 within the targeted four-month period. Achieving my Level 2 license not only enhanced my professional qualifications but also boosted my confidence in setting and achieving ambitious goals.
Moreover, implementing similar strategies in my personal life, such as maintaining daily routines and prioritizing self-care, has significantly improved my overall well-being. This experience reinforced the importance of effective planning, time management, and perseverance in achieving both personal and professional milestones.
This goal-setting experience has shaped my approach to challenges, highlighting the value of breaking down tasks, maintaining focus, and balancing personal and professional priorities to achieve success.
- Give me an example of a time when you were able to successfully persuade someone at work to see things your way.
CRM Documentation
Situation: When I started using our CRM at my previous role, I noticed that my colleagues and I were documenting client files without much supervision or standardized instructions. There was a concerning lack of consistency and completeness in our documentation, which posed risks for E&O claims and dissatisfied customers. Additionally, it made it difficult for different employees to effectively assist the same customer.
Task: My task was to address the inadequate documentation practices and propose a standardized system to ensure all pertinent information, such as coverages offered and declined and client interactions, were consistently and accurately recorded in the CRM.
Action: Drawing from my previous experience at a call center, where strict documentation protocols were in place, I developed a detailed report and recommendations for our CRM documentation standards. I included a quick template for completing client interactions that ensured all necessary information was captured. I presented this report to my boss, highlighting the importance of thorough documentation for reducing E&O claims and improving customer service.
- Give me an example of a time when you had to have a difficult conversation with a frustrated client or colleague. How did you handle the situation?
I’m Going to Cancel!
Situation: We had a client from Alberta who held both home and auto policies with us. They were high maintenance, often initiating multiple service interactions and requesting various endorsements throughout the year. However, a recurring issue arose during our conversations: they frequently threatened to cancel their policies due to pricing concerns.
Task: My task was to address the client’s persistent threats to cancel their policies while maintaining a professional and productive relationship.
Action: Initially, I reassured the client that as brokers, we strive to find them the best coverage at the lowest price possible, but pricing was beyond our direct control. Despite these reassurances, the threats continued. Eventually, I decided to have a candid conversation with the client. I reiterated the value we provided, explained our limitations regarding pricing, and respectfully asked them to refrain from repeatedly threatening to cancel their policies.
Result: Following our discussion, the client’s behavior changed significantly. They ceased making threats to cancel their policies, and our interactions became more positive and constructive. From that point on, we maintained a strong business relationship for years without further issues regarding policy cancellations. This experience underscored the importance of mutual respect in a broker-client relationship and demonstrated the effectiveness of clear communication in resolving client concerns.
- Tell me about your proudest professional accomplishment?
I found the year 2022 was overall my proudest professional accomplishment.
Throughout the year I consistently hit my sales quota and accelerators almost each month while at the same time, our company lost two newer team members quite suddenly. Our company hired two new employees who I was able to successfully train quickly in their roles and suddenly our small team was gelling like never before. After the storm of those two problem employees to the two new team members brought on to handle the renewals, we were humming. That year on the performance review I received some great accolades, another week of vacation, a raise, and my request to work hybrid was granted.
- Give me an example of a time you were able to be creative with your work. What was exciting or difficult about it?
we partnered with a homebuilder in Alberta that provided us a list of data that was like a list of names and phone numbers and emails of people who were buying one of their homes in the next couple months.
The goal of this new project was to formulate a sales strategy to convert this list of numbers into new clients through a cold calling and email campaign.
This was exciting for me as a salesman since I got to experiment with various email templates and phone scripts for these cold prospects. It was interesting to A B test various emails out to see what kind of response we would get and various call strategies to utilize on the call list such as when to call relative to the closing date and how many attempts before moving on.
It was challenging however since these were mega cold leads and ultimately our project didn’t deliver the results we wanted to warrant continuing with this approach with our homebuilder partner in Alberta - so we coached their sales division to more warmly refer to our brokerage so only those who had indicated
- Tell me about a time you were dissatisfied in your role. What could have been done to make it better?
When I worked in the call center with Cooperators, it was very strict the way we were required to handle new business sales calls and complete the quotes including specific questions and an order on how to do things.
The calls were recorded and you’d be scrutinized for any deviations from the designed process and overall I found this type of environment where I was micromanaged and not allowed to be creative in my conversations with the clients stifling.
This is by design but after a couple years it was time to move on to a role where I my sales skills were more of a fit.
Tell us the underwriting process for risks? (Commercial or Private Auto)
Basically underwriting is the process of selection of risk that will help achieve the goals of the Insurance Company. Saying yes to profitable risks, and no to unprofitable risks
Tell us more about The Underwriting Process? (pyramid)
Looking at a commercial risk, you look at the Technical side (Occupancy, Construction, Protection) - fill in the blank work.
Then there is the analytical side - FINANCIAL, BROKER SUPPORT, JUDGEMENT
The underwriter takes the info from Broker and constructs the policy
Describe Occupancy
Underwriters will Examine:
Activities performed
Types of materials used and stored, quantities, number of occupants
Equipment and Building Services Required
What is Statutory condition #1?
Misrepresentation - UW watch our for sugarcoating, misrep.
Stock Insures:
merchandise of every description usual to the business
6 Key areas of Construction
Construction Class
Roof
Heating
Wiring
Detachment
Special Hazards
5 Construction Classes
Fire Resistive
Non Combustible
Heavy Timber
Ordinary
Frame
Fire Resitive
Best - all structual members and all floors and roof are built with fire resistive materials
Walls and floors rated for at least 2 hours. Exposed steel = not fire resistive. Roof rated 1 hour, all openings 2 hours.
Non combustible
just short of FR. concrete or masonry walls, exposed Steel.
Steel roofs have classes. Class 1 is best, inhibits spread of fire.
Heavy Timber
Older. All bearing walls are non combustible.
