“Empathy and listening.” If there are two key requirements that brokers should be taking from the COVID-19 pandemic, it is the need to display both these traits, according to VP and partner at the global insurance brokerage, Hub International, Eileen Greene (pictured). During the crisis, she said, she has been listening to what is going on in her staff and her clients’ households, and has placed great emphasis on monitoring their stress levels and supporting them throughout any difficulties. For brokers, the pandemic is a real opportunity to build a strong, empathetic relationship with their clients and solidify the bond they share with the businesses and individuals they advise.
Greene, who went straight from school to working as a filing clerk for a small brokerage in north Toronto, has crafted a career within the insurance industry which has seen her succeed in a broad variety of roles, each with its own unique responsibilities. It was the realization that the pleasure she derived from her work came not from insurance or management but instead from relating to people, of being able to find the right solutions for them, and being able to explain these solutions, that led to her trajectory morphing from management to sales.
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