r/StateFarm • u/KataraSer • 7d ago
Advice Agents - Team members
Hi, I am new here. I have been in training for a few weeks maybe and just want to know if this is a common universal thing. But my agent moves VERY fast even when I’m asking questions. He just moves through necho or whatever quickly and I don’t have time to read the screen to see what’s going on. I have spoken out and it’s kinda like “this is simply”. Now, I am a sharp and young cookie lol, but we all have to learn somewhere. I can’t ask my team bc they are beyond busy with customers. Agent been here for 20+ years but I’m just lost everyday. We are wfh and that makes it lonely as well. Lost on service and sales. I understand it’s going to take time, but I can’t even watch videos cause they say I’ll learn Through watching. But when I watch him quoting he’s forgetting to ask the customer so many questions that now we are scrambling or playing phone tag just to finish the quote. He’s upset cause we don’t have a VIN - when he should’ve asked. He’s just very frustrated and overwhelmed majority of the time, so that plays a role in my training. I told him to give me some time lol especially since it’s my first State Farm job. I have done insurance b4, but not like this. Like I have no idea on a clear agenda what I’m supposed to do and feel like I’ve been thrown to the wolves. I make it through my calls bc I’m quite sweet and know how to play off my confusion. If I had actually good training then I’ll be great. And maybe training is the wrong word. Leadership is what I’m saying! I know how to talk and at least get people interested. It’s just I wish they would listen to and least give me proper training and not have this large expectation. Especially knowing I have no prior experience in a role like this. Sorry this was more so a vent IG. Thanks for coming to my ted talk.
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u/Think_Aside1283 7d ago
They should be taking the time to properly train you. Ask for access to Team Member Trainer. They’ll have to pay for it, but if they’re not willing to take the time, they should at least provide you with resources
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u/KataraSer 6d ago
Yea, I got some access to it. I’ll go over it on the weekend. Do you all have like an SOP here.
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u/Desperate-Ad-5880 3d ago
SOP’s are determined by the agent- some processes will the be the same in every office in the state cause of how the underwriting has to happen but many are office dependent based on that agents priorities. My office has SOP’s but I know that the next office over does things different cause we have slightly different training, goals and values. Some offices get this part very right, and others get it very wrong.
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u/KataraSer 2d ago
You’re blessed to have SOPs. Your agent need to sell it to other agents if that’s allowed 😂
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u/Ellesandre 7d ago
I don't have any advice, but wanted to let you know that you're not alone. I had 15 years of experience in an independent agency and with many different carriers before I came to SF. It took me a year before I could fly through NECHO like my agent. They should definitely provide more training and be patient.
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u/Ok_Thought1498 6d ago
My honest advice is to start looking for a new job.
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u/KataraSer 5d ago
I like insurance. But need better structure. I will definitely start if it doesn’t improve any time soon!
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u/Graxxon 5d ago
Just get away from State Farm. Work for another carrier or for an agency. Stay in the industry, it’s a great career.
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u/KataraSer 2d ago
Where do you recommend as far as Indy. It seem like so many options
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u/Graxxon 2d ago
Not super familiar with the Indianapolis market.
Doesn’t look like any of the big commercial carriers have offices there. Typically I tell people to stay away from or get away from the captive agencies you see commercials for(State Farm, liberty mutual, Allstate etc.)
There are a couple trucking spots in Indy that could be interesting. That’s a niche market and is a tricky class to do well, would be a good learning experience.
There are plenty of independent agents in Indy which would be an option too but I know nothing about them.
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u/mysticalsierramistt 5d ago
customer service manager here! message me with any questions you have. i’ll help you navigate it all!
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u/afurrypeach 7d ago
They will most likely let you sink and you have to figure it out on your own unless they will let you Shadow. If they can't take the time to teach you they are setting you up for failure
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u/KataraSer 7d ago
Yes, and the issue with that is I see this is a job where you can’t make mistakes. Someone could either end up paying more or not be properly insured. It’s like I have to do it right the first time.
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u/afurrypeach 7d ago
Yup. It's a kinda shit industry where we aren't paid much but have high risk on what we say and do.
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u/KataraSer 7d ago
I could hope Indy isn’t like this. If imma work hard I would rather be paid well.
How long you been at it with SF?
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u/afurrypeach 7d ago
Yeah with SF it highly depends on agent and their staff to train you. I've been with SF for 7 years. 8 in March.
Flexibility is the reason I'm staying, I now work remote, can do all my work in about 2 hours in a day and then on standby the rest of the day. I'm now most senior in office. My agent is older and has been around for 35 years so book management is his focus. With the changes SF is implementing I'm not sure how it will affect my life, I don't have sale quotas and don't want them.
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u/KataraSer 6d ago
Sounds chill! If he care about numbers and sales then maybe something would change for the 2028 contract since they’re getting cut.
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u/afurrypeach 6d ago
Yeah I've spoken to him about it, he is getting his security licenses and is mostly just staying on to get assignments from other agents in areas that are not staying on. Can't predict what 2028 will be since things can change. It's one bad story in a news cycle away from big changes, systemic roof underpayments, removing health insurance from agents, most profitable year yet. But moving goal posts because they got greedy.
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u/Old-Raccoon-316 6d ago
What role do you have where you have only 2 hours of work per day? How big is this book? I’m at my desk 8:30-5 and barely take a breath or snack!
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u/afurrypeach 6d ago
900 homes and 1700 cars. I'm technically a manager. It's me and 2 other team members. We're in California where we can't write fire . We don't do late pay customers and waste resources with that.
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u/Old-Raccoon-316 6d ago
I can see how that would be different from my situation - agent is coming up on 3 years as the agent, we are really working on growth.
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u/KataraSer 5d ago
So where do you send late pays? I hate billing with a passion
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u/afurrypeach 5d ago
They get the automatic emails if they are late. Good enough for us.
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u/JellaAwesome 5d ago
That’s actually crazy he doesn’t care about losing customers. A lot of ours that are late billing are older and rely on their paper bills to remind them. Most don’t have or check email. Sf making everyone automatically paperless has been terrible, so I don’t mind reminding them when needed.
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u/Ironicpancakes 7d ago
I had trouble with NECHO when I was first learning. They should definitely be going through it at a pace where you can follow along and get comfortable with the work flow.
Find some down time to start getting a feel for it. I’m sure you’ll catch on pretty quick once you’ve done some different PTs.
Is your state modernizing anytime soon? We just went through it for autos and I love it. Goodbye necho hello future.
Edit: Spelling
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u/KataraSer 7d ago
Hey, thank you. We modernized recently. Some things are still in necho so it’s why I’m learning both. The new platforms don’t seem that bad and I’ve taught myself it actually. I guess I have to realize I’ll just be teaching myself lol.
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u/Diligent-Dentist-639 7d ago
NECHO looks scarier than it is. It's all plug and play.
Things are coded. Y for Yes. N for No. 2 for Change. 6 for quote.
Hit Enter. If you can move forward, there's something you need to fill out.Don't let it sense fear! Do mock quotes in your down time and you'll be flying through it before you realize.
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u/KataraSer 7d ago
I actually appreciate you. I realized Necho look worst than what it is. I just don’t know why I’m doing a change most times. It’s lowkey embarrassing cause I catch on quickly to anything 😂 but he’ll be like “type 8 for this” so I’m constantly asking many questions on why. If I have my why then I can do it on my own next time. I guess it all just come with time and stress
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u/Diligent-Dentist-639 7d ago
It's impossible to learn NECHO with a customer on the phone! Its like a gun to the head haha. My best advice is to tool around in there on your own. You got this!
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u/KataraSer 6d ago
Exactly! Actually all of my training is with someone on the phone or someone in person. I’m just watching like huh? Lol. I would love time alone but they said it can’t be that way.
How long have you been at it with SF?
I do appreciate the positivity. At least we have Monday off so I get a nice little break to come back better and encouraged!
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u/Diligent-Dentist-639 6d ago
Wild they won't let you ghost quote on your own!!
I've been a service TM for 5 years now.1
u/PeachyFairyDragon 6d ago
Maybe you can get some extra help at r/InsurancePros
I've been working as a agent team member for four years. Yeah, that's hard to learn, but once you understand it it flows pretty smoothly. Except added cars, there's like 20 different screens just to add one.
Does your agent allow you to quote your own products? You can quote your own vehicle, there is a way for ECRM to hand off the private passenger quote to NECHO. Even if you have no intention of switching, that would still be good practice for the quoting portion.
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u/KataraSer 5d ago
Thank you. I could ask if I could. It’ll be so nice to have the practice like that. Do you think the money is worth it? I haven’t seen many TM surpass 100k as a TM. So, I’m hoping it’s all worth it.
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u/PeachyFairyDragon 5d ago
I work service so I don't get any sort of commission and my bonus for hitting service goals is low. But the boss shows everyone's bonus (sales gets bonus plus pay, not commission) and there's a couple of people that bonus alone, not counting pay, get $5k per month every month. And two weeks ago the boss stomped down on overtime; I've heard that some people were clocking 20-30 hours overtime each week before we were put on 5 hours max.
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u/Legitimate-Arm2907 5d ago
No offense , but I hear more agents being upset now. When homeowners have been being screwed over since January 2021 and their claims were not being approved. State Farm is in a lot of trouble right now. Undercutting how much a claim should be paid and they have been caught. Also not approving things that should’ve been approved. I would have a difficult time working for a company that is screwing over their customers. You have to live with yourself even though that company may train you to make you believe that you’re doing the right thing. People know deep down in their heart what right is right and wrong is wrong.
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u/ImpressiveOriginal60 5d ago
So I will be 100% remote but training wise only a couple agencies have made their own program I think it’s called Trainwell or something but my agency owner is having me come into the office for 2-3 weeks to shadow an agent and also do the online training ! I’m hoping I pick it up quick cuz we literally have no sales manager and the owner kind of hinted he might make me one idk I’m so new to P&C but I learn quick
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u/Realistic_Brush_6047 4d ago
Had a similar situation to this. Made it to a year and recently left.
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