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Key Benchmarks
Profile
Revenues
Expenses
Profitability
Employee Overview
Producer Info
Staff Service Info
Technology
Insurance Carriers
Appendix
2011 Best Practices Study
2011 Best
Practices Study
154
SERVICE STAFF INFORMATION
77.
Service Staff
— Typically non-commissioned personnel who are responsible for providing service to the
agency’s clients and/or supporting producers in the sale of new business and the retention of existing
business.
78.
Service/Sales Support Staff
— A subset of 77. Includes Account Managers, Customer Service Representatives
(CSRs), Assistant CSRs, Processors, Claims Specialists, Placers/Marketers, etc..
79.
Account Executives
—A subset of 77. Senior level service position whose responsibility is to manage the
overall service plan/activities for an existing book of business.
80.
Average Pay per Service Staff
— Includes salary, bonus, and commission, but does not include employee
benefits.
INSURANCE CARRIERS
81.
Top Carrier Commissions: Small Commercial Accounts
— Accounts generating less than $7,500 in
commission income.
82.
Carrier Service Center Use
— Carriers with whom agency has the option of placing policies in their service
centers (i.e., the carrier will assume the role of providing customer service to the policyholder).