Blog/Operations
Hiring and Training Insurance CSRs: Stop Making Them Retype Applications
·Intakecore
CSR turnover in brokerages is often a process problem. Hire for the phone, train to a digital intake script, and stop using licensed staff as data entry.
Principals search “how to hire an insurance CSR” when the board is already on fire: hold times, voicemail, producers taking their own apps. The hire will fail if the job is “answer the phone and also invent the process.” CSRs stay when the script is the software.
What to hire for
- Clear phone manner and comfort asking underwriting questions without apologizing
- Willingness to follow a form in order—not skip to coverage gossip
- Basic comfort with uploading photos and confirming extracted fields
What to train in week one
Not your whole BMS. The intake: line selection, knock-outs, how to send a resume link after the call, where the file goes for the broker. CSR vs broker workflows only work if both roles open the same record. If training is “watch Maria for two days,” you will get Maria’s shortcuts and Maria’s errors.
How software changes the job posting
You can hire for service instead of typing speed when documents fill fields and decline rules stop dead files. Intakecore gives CSRs a screen that matches the client form. Set it up before the next posting goes live.
Put this to work on your intake.
Intakecore gives brokerages branded forms, AI document parsing, decline rules, and a dashboard your CSRs and brokers actually use.