Insurance · Client Story
Standing up a licensed account management team in six weeks
An independent agency in the Midwest with around 20 producers, serving a mixed personal and small commercial lines book across a single metro market.
6 wksfrom kickoff to full go-live
0renewals missed since transition
+producers freed to focus on new business
The challenge
- Two licensed CSR positions had been open for more than five months in a thin local labor market for licensed insurance professionals.
- Renewals were slipping past expiration dates without proper review, and service quality varied significantly depending on which staff member picked up a given file.
- Producers were pulled into service work to cover the gap, cutting directly into new business time.
The approach
- A team of licensed account managers was recruited and matched to the agency's specific book composition rather than assigned generically.
- The team completed a phased transition — shadowing existing account handling for two weeks, then reverse-shadowing with the agency reviewing every file action before it was finalized.
- Go-live started with a defined segment of the book (personal lines renewals) before expanding to the full book once quality metrics held steady for a full cycle.
Where they landed
The agency has since used the same model to stand up account management for two additional books of business acquired since.
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