600-1445 Portage Avenue, Winnipeg, MB R3G 3P4Ph: 204.488.1857Fx: 204.489.0316Toll Free:1.800.204.5649Email: info@ibam.mb.ca


HomeEducationCoursesCustomer Service for the Insurance Professional

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As a customer service representative, your ability to deliver excellent service to your clients is critical to your brokerage's success. In this four-part program, you will explore every aspect of brokerage operations from a customer service perspective. You will develop the skills required to ensure that your office maintains a consistent, high quality, customer service approach in all market conditions. The Customer Service for the Insurance Professional program is an excellent resource, whether you are new to the insurance brokerage field or a seasoned professional.

You will explore the following topics:

Module 1:
The Role of the Insurance Broker

  • Understanding the Broker's Role
  • Quality Service and its Benefits
  • Client Expectations
  • Effective Communications

Module 2:
Adding Value to your Brokerage

  • Selling Skills
  • Client Negotiation
  • Public Relations
  • Time Management
  • Brokerage Operations

Module 3:
Office procedures and brokerage workflows and their impact on

  • Client Service
  • E&O Liability Exposure
  • Office Efficiency
  • Industry Issues

Module 4:
The Broker and the Law

  • Inadequate Coverage
  • Industry Organization
  • Career Development

CSIP Discussion Group Workshop Sessions

All four modules are taught over the course of a 4-month period consisting of a 1 full day session for each module. Recommended for individuals who benefit from peer-to-peer interaction and prefer learning in a group environment.


Module 1 – December 1, 2016
Module 2 – January 11, 2017
Module 3 – February 21, 2017
Module 4 – March 23, 2017

Workshop Times: 8:30am – 12:00pm

Cost – $250 per Module for members / $300 per Module for non-members

Location – IBAM Office, 600-1445 Portage Ave.

Facilitator – Katrina Hueging, CAIB, CPIB

Accreditation – 6 General ICM CEC's per module

CSIP Self-Study

This format allows you to work at your own pace with the assistance of a mentor (i.e. manager or owner) from your brokerage. At the end of each module, there is a summary and review of the text including multiple choice and short answer questions. Registration of this format is ongoing. Your mentor will send a letter stating that you have satisfied the requirements for each of the modules before a certificate can be issued.

Dates – Ongoing

Cost – $165.00 per Module for members / $195.00 per Module for non-members

Accreditation – 6 General ICM CEC's per module (Student) / 4 General ICM CEC's per module (Mentor)

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