College for America Blog

Insurance industry roles evolve as customer centricity and new technologies pressure companies [press release]


Posted In: CFA News, Workforce Insight

May • 29 • 2014

MANCHESTER, NH – Amid promising insurance industry growth, companies are being pressured to evolve their workforce due to rising consumer expectations and new technologies—but are challenged by a lack of interest from millennial-generation workers. This key finding arises from a new workforce strategy report by College for America at Southern New Hampshire University, a nonprofit competency-based college that serves working adults and their employers, with a goal of making higher education more applicable in the workplace.

The full report is available here:

“Today, insurers are facing new business models, systems and technologies, and workforce strategies—all of which are all necessary to fully take advantage of significant industry growth potential,” said Julian L. Alssid, co-author and Chief Workforce Strategist at College for America. “Customer expectations, influenced by the consumerization of insurance and on-demand access to information, are driving the need for these changes, including to key frontline and operational insurance jobs that track across business development, customer care, and technology.”

The new industry trend report focuses on the growing need for insurance workers and the industry changes impacting six specific roles:

  • Customer service representative
  • Insurance sales agent
  • Business analyst
  • Claims adjuster, examiner, or investigator
  • Insurance underwriter
  • Actuary

Through an analysis of labor market data, real-time data, and interviews with insurers nationwide, each of these six roles was found to be increasingly impacted by technology advancements, the modernization of business systems, and the growing need for communications skills. The report also identified key detailed work activities—including communications skills, problem-solving, working with computers, establishing and maintaining personal relationships—that are critical to most or all of these roles.

“Whether it makes sense to hire new employees or promote existing ones to meet the new demands will depend largely on the skill sets and potential of the existing employees,” said Melissa Goldberg, co-author and senior workforce strategist at College for America. “Those who already have experience in the insurance industry and understand it likely have untapped potential that can be developed. A combination of training, higher education, and mentorship can help people in entry-and mid-level positions advance their careers while contributing to the success and growth of their organization.”

This report is the product of the workforce strategies team at College for America, which is dedicated to better-connecting higher education, workforce research, and labor market trends. College for America at Southern New Hampshire University is a nonprofit school that partners with employers nationwide to offer their employees access to low-cost, competency-based college degrees designed to be more applicable in the workforce. The school recently announced the first nationally available, fully accredited $10,000 bachelor’s degree, available to working adults through their employers.

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