In 2021, Perspective Insurance purchased three agencies. When Jessica Mulder was tasked with transitioning each agency and its data onto their agency management system, she knew "there were going to be set backs," she says. "You had to have an open mindset."
Jessica Mulder
Operations Manager
Perspective Insurance
Sioux Center, Iowa
Fourteen years ago, Jessica Mulder started out as a customer service representative for Ambank Insurance, which is now Perspective Insurance. Confident in her love for assisting people, Mulder took on the operations manager role six years ago. Since then, she has never looked back. “I love helping people,” Mulder says. “Now that I’m within the operations role, I don’t get to help customers one on one anymore, but I love helping our staff be able to service our customers better every day.”
In 2021, Mulder’s other skills were tested when Perspective purchased three agencies. “Every purchase was a little bit different, each one had its pros and its cons,” Mulder says. “Going into each one of them, you had to have an open mindset and know that there were going to be setbacks and that there were going to be things that would go smoother than you anticipate.”
Transitioning data from acquired agencies?
With the first purchase, we picked up the files and started entering data into our agency management system (AMS). From there, we were able to service clients quickly. For the other two purchases, we had to train the staff on the new AMS. This made it a little bit trickier because people are set in their ways, have their systems in place and do what works for them.
Challenges of serving both banking and insurance customers?
Being affiliated with the bank is great because we have awesome IT staff. However, having different rules and regulations makes it a bit more difficult—we have to be extra safe. They have all kinds of different rules they follow that we have to come on board with.
Biggest industry changes?
The digital revolution has been huge and having our AMS has been a game changer. When we’re able to attach digital copies to files, it makes us able to service our clients faster.
These acquisitions were a little more difficult, but now we were able to make it through using the training materials that were provided by our AMS provider.
What are some of the difficulties you faced with the acquisitions?
There are always difficulties figuring out the best strategy for a purchase. You can have your AMS system do the transition for you in terms of bringing in the data but with that you also have to think about the timing and the cost associated with it. If you choose to enter your own data, that takes time—and are you able to put the time in for that? There are pros and cons and you have to make sure that you're making the right decision for your agency.
Biggest challenges you face currently?
Finding staff has been difficult. Right now, we are almost fully staffed, which is nice, but bringing new people on and training them in the insurance industry is difficult. You may find someone who's very good at customer service, but then you have to train them on the AMS and your processes. You definitely have to find the right people for your agency.
Advice for an inexperienced insurance professional?
Learn everything early. Work with your company underwriters to understand what you're selling. The sales are great, but if you don't know what you're selling, you're not able to sustain that pace. Also, owners should respect all staff—some of your service staff have more experience than the producers do. Make sure that you're tapping into that knowledge.
Olivia Overman is IA content editor.
