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IIABNY launches skills training course for customer service reps


DeWITT, N.Y.—The Independent Insurance Agents & Brokers of New York has announced the launch of a workforce development program for insurance agencies.

The new IIABNY Essentials for Customer Service Representatives module-based training will be rolled out to agencies and brokerages across New York this summer. The program is intended to help agencies fill staff positions with well-trained job candidates at reduced training costs.

In surveys, IIABNY members had indicated a need to train newly hired customer service representatives. The program will include insurance technical skills for CSRs new to the insurance industry, communications skills for professional handling of oral and written client requests, and errors and omissions loss prevention.

The program will also include instruction on managing priorities to improve representatives' ability to handle their workloads and training on building business relationships aimed at helping CSRs improve results in daily interactions and negotiations.

The IIABNY expects to add other topics to the CSR training program by the end of the year.

By offering the four-hour training sessions in locations across New York, the IIABNY will reduce the need to travel to take advantage of the program.

The program begins with a skill assessment to identify the individuals' strengths and needs, and participating employees can then choose to take all or just some of the courses, depending on their needs.

For more information on the program and course offerings, visit the state trade association's Web site at