Insurance Agency Staffing: The Three Essential Functions


When I joined my agency twenty-five years ago, we had an internal debate about whether our agency was a service organization or a sales organization. The results were clear: an independent insurance agency is a sales organization! Everything you do in your business is oriented towards selling insurance. Service is a byproduct of that. Sales are the most important thing. Without revenue, you're not in business.

OAA - Insurance Agency Staffing - Highlighted 1

An insurance agency has three main roles:

  • Sales, which we determined was the most important one
  • Service, which retains the business that sales brought in, and
  • Administrative, which keeps everything in order.

You might be shocked to find that you should not be hiring for your agency in this order - in fact, sales hires should be left for last. Read on to learn about the different roles, how to choose them, how to manage them, and when to let them go.