Best practices for hiring the next generation of independent adjusters
Today's hiring managers should emphasize meaningful work, technology-driven solutions and balance/flexibility.
It is essential to keep up with the evolving needs of independent adjusters, especially when it comes to recruiting efforts.
New talent and technology must be able to work together cohesively to create an effective recruiting and onboarding process that is well-received by today’s workforce. By cultivating an understanding of generational needs and preferences, we can ensure that independent adjusters relate to their purpose and are empowered to deliver consumer excellence.
This is compounded when an organization is seeking the most seasoned adjusters or garnering interest from talented new entrants in our industry.
Currently, the primary target hiring generations are millennials and Gen Z. A Purdue University study on Generational Differences in the Workplace helps illuminate these target demographics:
- Millennials — Driven by meaningful work, technology and efficiency; they value a strong work/life balance. It is vital that this generation receives consistent mentorship and feedback from competent leaders.
- Gen Z — Driven by authenticity and truth; they are more money-motivated. As with millennials, Gen Z values mentorship and coaching through connected technologies.
If we had to lump together messaging between the two, claims departments should emphasize meaningful work, technology-driven solutions and balance/flexibility when casting a net for new recruits as insurance adjusters.
The following three tips offer insight into how to better recruit great new talent for the next generation of claims adjustment professionals.
Start tech/Finish tech
Talent acquisition strategies should focus on innovative ways for recruiters to engage qualified candidates through digital means and align them with career opportunities at your organization.
Start by creating relationships through meaningful interactions — such as connecting over shared interests or discussing topics related to industry trends. This will help build trust between employer and candidate.
Additionally, take advantage of technology-driven recruitment tools like recruitment automation, Talent Relationship Management (TRM) software, and online assessment tools to make the application process more accessible to candidates.
Once hired, it is important to develop a supportive onboarding experience that meets adjusters’ expectations and helps them transition into their role with your company. This includes providing meaningful training opportunities, offering timely feedback, and assigning mentors who are available to answer questions — all of which will foster an environment of collaboration and knowledge-sharing.
Drive and promote the use of insurtech tools that allow adjusters to be more productive and efficient in the handling of their day to day tasks. By taking the time to understand what today’s independent insurance adjusters need to succeed, employers can create recruiting campaigns that attract top talent and keep them engaged for the long-term.
Through technology-driven tactics, purposeful alignment and consumer excellence initiatives, your organization has the potential to provide transformative experiences for independent adjusters.
Create and promote a consumer-centric work culture.
Meaningful work is important to both these target generation groups in recruiting and is crucial for a company to retain strong independent adjusters. Companies should strive to incorporate customer excellence into their claims handling processes by creating a culture of transparency, consistency, and empathy.
To do this, organizations should prioritize customer service and ensure that their employees have the necessary resources to adequately address customers’ inquiries. Businesses should also make sure that their staff are kept up to date on new developments in the insurance industry so they can implement best practices into their operations and provide accurate solutions to customers in a timely manner.
Finally, companies should keep track of customer-satisfaction metrics to ensure that they are meeting the expectations of their clients and adjusting policies where necessary.
Retain your talent with mentorship and ongoing guidance.
Companies should focus not just on recruiting, but also retaining this valuable workforce by offering ongoing guidance and support through mentorship programs. These programs should focus on cultivating an environment of communication where the adjusters can share their experiences with each other, learn from one another’s practices, and increase their efficiency over time.
Businesses should also provide continuing education opportunities to help their adjusters stay current on new trends in the industry and make sure they have access to the most current tools and technologies. By investing in the development of their adjusters, companies will benefit from having a highly skilled team that is better prepared to handle customer claims more effectively.
Recruiting the next generation of insurance adjusters requires that we understand the unique preferences and demands of each individual generation. Millennials and Gen Z are more likely to be attracted to roles that have a digital presence, offer flexible scheduling options, provide competitive salary packages and career guidance. Companies should leverage new technologies — such as social media, virtual career fairs and online job boards — to reach out to potential candidates with the goal of fostering an environment where they feel valued and are able to grow professionally.
Troy Stewart is president and COO of Brush Claims.
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