6 September 2018, author: Employer Branding, photo: Helvetia
My name is Daniel Franzen. I've been a customer advisor at Helvetia since 2004. I was a young man, customer advisor was my first job – and I've been doing it for 14 years.
I work as a customer advisor. In this function I advise existing Helvetia customers, act as their first point of contact on everything to do with insurance – and I also try to recruit new customers.
I see it as one of the most important jobs for Helvetia, because without its customers, it is nothing – and as a customer advisor I'm their first point of contact. Customers visit me or call me when they need advice, for example – but also when they want to make a claim or there's something else they need. I work with them to make sure we find the best possible solution, and that they're as happy as possible.
What &Go means for me is that in the sales force, where I have a lot of freedoms, I must take the initiative myself if, for example, I see a potential customer or am assigned a task that I'm not keen on. I say to myself: &Go, I'll do it now! Because opportunities often come up that have to be taken straight away, that I can't put off until later. So I say: &Go, I'll give it a try – either it works or it doesn't.
I sense that Helvetia is best known for being rather conservative. But I believe insurance companies must be dynamic in certain areas these days, and that's what we want to be. This means that now and then we have to say &Go, we'll try it. Not everything we try can be successful. But it's important for us to draw conclusions for the future from our failures.
The most important thing is to like people. To enjoy being with people, not to hide away or avoid contact – to be open, to have fun spending time with people. You also have to be reliable. That's very important. If you give the customer your word, he expects you to keep it. I see unreliability as one of the worst characteristics in our profession. By working reliably we can contrast with other customer advisors at other companies. Technically you need good basic training, plus individual advanced training in whatever area you want to specialize in. One might focus on pensions, another on non-life insurance.
It's important for everybody's freedom to be preserved, because there are lots of different personalities in the sales force. Not everybody succeeds in the same way. We all need a different &Go. To some of us it will mean a certain freedom in how we organize our working hours, while others need various tools or equipment if they are to work successfully. I have a feeling that it's important for there to be small personal freedoms in sales, and for people not to be too fenced in. There are nearly 700 employees working in sales in Switzerland, and they can't all be expected to operate in the same way.
I think what Helvetia needs most is stability and continuity, and we must also retain a certain modernity and dynamism. And in spite of the current buzzwords like digitalization, we must not forget that our customers are people. Many of them value having a personal contact to listen to them and take their concerns seriously.