472. How to Recruit and Retain Insurance CSRs and Account Managers

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Watch the full episode on YouTube: HERE

What's in this episode:
Finding and keeping strong CSRs and account managers has become one of the biggest challenges agency owners face today. In this episode, Michael and Courtney Weaver sit down with Tony Cañas of Top Hat Recruiting to break down why the account management talent pool has shrunk, what agencies get wrong about the role, and how outdated processes are driving good people away.
Tony shares what experienced CSRs and account managers should be earning right now, why remote and hybrid flexibility has become the number one factor in retention, and how agencies can turn a clerical job into a real career path. He also breaks down the exact characteristics that separate top performing account managers from the rest, and what agency teams will likely look like a year from now.

[00:00] Introducing Tony Cañas of Top Hat Recruiting
[01:00] Why agencies can't find good people right now
[03:00] Making the CSR and account manager role attractive
[05:00] The pay gap between producers and account managers
[07:00] Remote work and the return to office debate
[10:00] Turning the role into a real career path
[12:00] Outsourcing with VAs and building solid SOPs
[13:00] Licensed vs. non licensed hiring decisions
[14:00] Why compensation squeezes skipped service roles
[16:00] The real reasons experienced talent is leaving
[17:00] Why employer brand and culture matter so much
[19:00] What CSRs and account managers should be paid
[20:00] The real day to day of a $90K account manager
[23:00] Traits of the best account managers Tony sees
[24:00] What everyone is talking about at conferences
[26:00] The truth about AI ROI in insurance agencies
[27:00] Tony's prediction for insurance a year from now
[29:00] What agency teams will look like next year

Connect with Tony Cañas:
LinkedIn: linkedin.com/in/tonycanas
Podcast: Profiles In Risk

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