Current Industry Trends Make Insurance Customer Service Careers Essential

The insurance industry is a constantly developing business, and changes in this competitive field come pretty fast. That means working in this industry can be full of excitement, fulfillment, and growth opportunities. That’s why insurance customer service jobs are in high demand.

As we navigate the second half of 2024, what are some of the most relevant trends in the industry? And how do these show the potential for insurance customer service careers for licensed insurance agents in the US?

Let’s get personal

This year, personalization was a big buzzword for the insurance industry. Companies use lots of data to tailor everything for the customer. Marketing insurance products and services. AI or chatbot interactions. Even customized interactions with customer service representatives. It all helps improve the customer experience (CX) and drive customer loyalty.

It’s simple science, really! The more people know about you, the easier it is to connect. It’s the same with customer service. Personalization is an excellent strategy, especially in the insurance industry where loyalty impacts company profits.

Licensed insurance agents are a big part of applying this approach. Knowing a customer’s preferences, experiences, and consumer habits. Using all that information to guide them through their questions, concerns, and requests. Providing tailored customer service.

An agent can elevate customer experience in insurance by correctly using data to provide the best customer service possible. It pays dividends when customers feel understood.

More emphasis on customer service interactions

Be holistic and accessible – these are the goals for customer engagement in insurance for 2024. That means providing customers with multiple channels – not just customer service agents – to reach out to insurers.

Email. Website. Chatbots. Social media. Comments. Direct messages. Consumers have so many ways to interact with insurance providers. That means there’s less emphasis on insurance agents, right?

Not exactly. This actually makes these people even more important! Consumers can use chat, emails, DMs, etc. to get answers for their most basic needs. For example, companies can use AI to provide the prepared answers to these questions and requests.

But for more complicated needs that are important for customers, auto-generated responses might not address their concerns. Stressful! Enter the intrepid insurance agents.

They must now deal with consumers’ more complicated issues. And, how they manage the customer during these more trying times has a huge impact on customer experience in insurance.

Their approach determines whether a long-term relationship between consumer and insurer is built. So, offering multiple channels for customer service has made insurance agent roles even more important.

Focus on the customer, not just products and platforms

Creating the best insurance products for the changing market was a big challenge in the industry before. Investing in new digital technology is always a high priority as well.

But this year, companies have fully embraced being customer-centric. The user experience has become an even more important aspect of the insurance business.

How customers feel as they discuss their insurance issues. How quickly claims are handled. What kind of products are being offered over and over. These have taken center stage for CX.

New technology, data collection and analytics, and improved business processes can all impact CX well. But, the insurance agent plays an equally essential role.

How effectively and humanely an agent guides a customer through their insurance needs can have a significant impact on the long-term relationship built (or not) between company and consumer. So, insurance agents could have a great effect on customer loyalty.

Increased demand for insurance and jobs

Natural disasters and climate change-related calamities have increased in frequency over the years. So, demand for insurance coverage could be seeing an increase. The same goes for insurance claims.

This potential increased business in the insurance industry means a bigger need for employees, including licensed insurance agents, who can provide instrumental support for insurance businesses. More potential profit equals more insurance customer service jobs! The insurance industry is thriving and full of opportunities for those with the right qualifications.

Attracting top talent in insurance

In such a big, competitive industry, a company’s success relies a lot on the people in your organization. Finding the best talent out there – in terms of skills, values, and attitude, is the pathway to the top.

It’s especially important to hire great licensed insurance agents. As already mentioned, they play a big part in creating personalized connections with consumers who can become long-term customers.

Attracting top talent in insurance requires more than just impressive compensation and benefits. To get these top hires, companies have to show that their openings are a stepping stone to greater opportunities. That their work environment is conducive for success. That their jobs allow people to develop new skills and move their insurance customer service careers upward.

TTEC USA is Great Place to Work® certified. It speaks volumes about how much we value our people and the employee experience. Find out for yourself how amazing it is to work with TTEC. Check out our seasonal, fully remote roles for licensed insurance agents and Spanish-English licensed healthcare insurance agents. Or take a look at our other customer service jobs!