Education
Accredited Customer Service Representative Program
What is ACSR?
Accredited Customer Service Representative is an international designation
program, boasting more designees than any other similar program. It was developed
by the Independent Insurance Agents & Brokers of America, the largest independent
insurance agents association, to promote and recognize the professionalism of
customer service personnel in the insurance industry. This challenging course
of study leads to a designation in personal lines, commercial lines or life
and health. Students may choose the track most appropriate for their needs,
or they may choose to complete all tracks.
Designed exclusively for the challenges facing independent insurance agencies,
the ACSR program gives you the high-quality education advantage you need to
maintain your competitive edge
How has the ACSR course format changed?
IIAT is taking the best elements of the successful Essentials series and making
it better with expanded offerings, a single class-day format, and even more
information professionals need to excel in serving their customers. Participants
are still required to complete both the Customer Service and Errors and Omissions
classes.
Commercial Lines Essentials
- The Commercial Property Policy
- Customizing Property Coverage
- The General Liability Policy
- Excess and Specialty Liability
- The Commercial Auto Policy
- Workers’ Comp and Employment Exposures
Personal Lines Essentials
- The Homeowners Policy
- Consumer Protection and the Law (Filing includes 2 Ethics CE credits)
- The Personal Auto Policy
- Closing Coverage Gaps in Personal Lines
- Flood, Wind and Surplus Lines
- Condo and Rental Policies
Each track, commercial or personal lines, delivers the same fundamentals that
the Essentials program has for years, but now there’s more. With expanded
content such as surplus lines and an emphasis on rounding out coverage, participants
in either program will be even better prepared to do their jobs. The workshops
will focus on ISO forms, where appropriate, keeping up-to-date with the latest
industry trends.
Has the testing process changed with the new ACSR format?
For each of the Commercial Lines or Personal Lines Essentials classes, students will receive instructions for access to take online examinations at the end of each class. The new exam method will reduce the anxiety and pressures on ACSR candidates and allow more time to learn in class. The new examination method will allow for one retake of exams not passed in the first attempt. Online examinations will have new proctor rules that apply.
Will I get credit for the ACSR classes I have already completed?
Absolutely. The transition from the old format to the new is simple. Current candidates for ACSR in Texas will receive credit for any two new format one-day Essentials classes for each old format two-day Essential class completed. For example, if a student has completed Parts 1 & 2 of the old Commercial Lines Essentials series, they will need to complete two of the new one-day classes, their choice. Of course, the ACSR candidate would be smart to choose courses that round out the topics they have yet to cover in the program. For specific questions regarding the courses you may need to complete, or for more information contact Paul Martin at pmartin@iiat.org or 800-880-7428.
Is the Life and Health Essentials program effected by these changes?
No, the Life and Health Essentials program will retain its two-day format with in-class examinations for the time being.
What are the benefits of becoming
an ACSR?
ACSR is more than a program, it's an investment in your professional development
that gives you the tools you need to be more fulfilled in your job and to meet
your expectations of top performance. Participation in this program will lead
to:
- increased professionalism
- improved customer service
- greater account retention
- reduced E&O exposure
Candidates must complete the six days of training
in either Personal Lines Essentials or Commercial Lines Essentials or four days
of training in Life and Health Essentials, and pass exams adapted to Texas coverage
forms. In addition to the Essentials program, designation candidates must complete
the two-day Error and Omissions Loss Control and Customer Service course, and
must pass the examinations.
Once you have passed all of the examinations, a certificate will be issued
conferring to you the ACSR designation in personal lines, commercial lines or
life and health. Should you complete additional tracks of the program, you will
receive a second certificate to mark your additional achievement.
Maintaining the designation
Once you have your ACSR designation, you must continue your commitment
to professional development by participating in at least six hours of approved
courses each calendar year. Although any of IIAT's courses will satisfy that
requirement, IIAT also offers ACSR
Update classes, designed specifically for ACSRs.
Facts about becoming an ACSR
- At least six months of agency experience is recommended though not required.
- Students may take classes in whatever order meets their needs.
- All course work must be completed within three years.
- Registering for any of the required classes automatically registers students
as working towards their ACSR designation.
- All classes are approved for CE credits.
- Those who already hold another CSR designation may be able to earn the
ACSR designation with minimal coursework.
How do agency managers feel about the ASCR program?
"We feel the ACSR program is so important we require all our CSRs to complete
it. It's part of their evaluation. We looked at other programs but chose this
one for our staff."
"Our sales, account rounding and retention ratio have all increased dramatically.
The agency's enhanced professional image has impressed our carriers."
"The ACSR program has helped our customer service reps gain valuable
knowledge and confidence."
"ACSR delivered the kind of comprehensive training we were looking for.
I recommend it most highly."
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