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«Technical expertise is becoming more important.»

Patrick Razaq joined Helvetia as a customer advisor over ten years ago by way of various training courses in the business field. In this interview he tells us about his best experience so far, how digitalization is impacting his area, and what he thinks of &Go.

6 September 2018, author: Employer Branding, photo: Helvetia

A man standing in a white room wearing white headphones
Even after 10 years at Helvetia, Patrick Razaq is always motivated to stay on the ball and to go all out for our customers.

Who are you and what do you do at Helvetia? 

My name is Patrick Razaq, and I've been a customer advisor in the Helvetia sales force for ten years. I advise people, find out what they need, highlight the possibilities for them and offer an affordable premium.

How did you get where you are today?

I originally learned a trade, but ten years ago I entered the world of insurance after taking all sorts of business courses. Since then I've constantly developed, and that development continues to this day. I'm just completing another course. To me, insurance is a constant learning process. I never stop learning. I attend lots of seminars and go on studying in order to stay on the ball.

Can you tell us what your job is and explain what you do in just a few words?

I am the problem solver for a lot of people in an area that they don't like talking about and that looks very complicated to them. I try to explain the whole subject to them simply, with the aid of words and pictures – helping them to identify for themselves the areas where they need our help and where they don't.

What was your best experience at Helvetia?

I've been privileged to have had plenty of wonderful experiences at Helvetia. One of the best was to win an award for sales, to go on what's called the "champions' trip", and to be handed the award with the company's thanks on the stage at the general assembly. That motivates me to stay on the ball in future and do my job well.

What does &Go mean for you in your day-to-day work at Helvetia?

What &Go means to me is that even after a bad meeting with a customer I give the next customer the same opportunities I gave the last one. When you deal with people you have some really good meetings, but you also have meetings that don't go well because the personal chemistry simply isn't right. And this is where &Go is very important, because the next customer deserves to be given exactly the same opportunity.

Why is &Go important and right for Helvetia?

&Go is important for Helvetia because I believe we have become very young, dynamic and agile in recent years. What it means for me is making things happen: moving out of the planning stage to active implementation.

What sort of customer advisor will be needed in future?

We need hybrid employees. A hybrid advisor must have technical knowledge and keep it constantly updated, but he also needs very sound people skills. You have to have good people skills in order to have long-term prospects of surviving here. And digitalization adds an additional factor: as a customer advisor I need not only emotional and professional strengths, but also technical skills – for giving digital advice, for example.

What's your take on the changes that digitalization is bringing about?

As a customer advisor I can make processes much simpler, and I find I benefit from digitalization: it makes our administrative work easier, enabling us to focus entirely on our objectives of identifying customers' needs and advising them. Customers naturally still value contact with the advisor, but it also helps if they can find things out online for themselves.

Have customers' requirements changed in recent years?

One subject is transparency, of which there is more and more. Customers want more and more information so that they can compare it and understand background circumstances. If they can do that, they'll be more inclined to sign on the dotted line. But if they can't, they may tend to feel they're being taken for a ride and wonder what they're not being told. That's why I think transparency will be more and more important in future.

What would you like for Helvetia in future?

Helvetia is extremely well placed. I sense that things are happening, most of all in the area of digitalization. Even though it's a big company, we still manage to keep things informal. I would like us to hold on to these interpersonal relationships, no matter how rapidly digitalization progresses.

&Go

&Go is Helvetia's current campaign to position itself as a first-class employer. Find more information on Helvetia as an employer.

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