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New York’s Outstanding CSR of 2025, Jessica Malone, Discusses Technology and Client Relationships

By June 27, 2025June 30th, 2025Blog, Mackoul News

Presented by the Risk & Insurance Education Alliance, the Outstanding CSR of the Year award is regarded as the foremost national award of its kind. It recognizes the contributions and commitment of those who serve clients within the insurance industry.

We are proud to announce that Mackoul Commercial Lines Account Manager Jessica Malone has been awarded 2025’s Outstanding CSR of the Year for the State of New York! 

Read on for the essay that earned Jessica this prestigious title, as she discusses the importance of incorporating technology while preserving meaningful client relationships as a customer service representative.

In today’s fast-paced insurance landscape, particularly within commercial lines such as habitational condominiums and cooperatives, the demand for precision, responsiveness, and personalized service has never been greater. As an Account Manager and Customer Service Representative, the ability to balance efficiency with deep client relationships is essential. Relationships are invaluable in the insurance industry. Technology has become a critical tool in achieving this balance, reshaping workflows, improving client experiences, and enabling CSRs to deliver exceptional service without losing the personal touch that defines our profession and aids in positive retention.

Insurance is a data-driven industry at its core, and the commercial sector is no exception. Managing certificates of insurance, endorsements, renewals, and claims for large condominium associations or cooperative boards requires the seamless handling of vast amounts of information and organization. Technology, especially AI, plays a vital role in organizing, analyzing, and streamlining these tasks, freeing CSRs to focus more on strategic advising and client communication.

AI tools can automate repetitive processes such as document generation, data entry, proposals, and risk analysis, leading to faster turnaround times and fewer errors. Machine learning algorithms help predict client needs based on historical data analytics improving proactive service delivery. Furthermore, Company chatbots provide clients with 24/7 support for basic inquiries, ensuring that help is always available even outside of standard business hours.

However, while technology enables efficiency, it is the human relationship that ultimately defines the client experience. Therefore, CSRs must carefully integrate technology in ways that improve—not replace—their personal connection with clients. The following will discuss three major ways Customer Service Representatives can integrate tech while preserving client relationships.

Instead of depending entirely on automated emails or generic templates, CSRs can leverage Customer Relationship Management (CRM) systems to monitor client preferences, past interactions, and important renewal dates. This information enables more tailored and thoughtful communication, making clients feel recognized and appreciated. For instance, sending a customized renewal notice that addresses specific changes in a client’s property or coverage requirements demonstrates genuine attention and care. By using technology to gather meaningful insights, CSRs can create more personalized interactions while still benefiting from the efficiency that automation provides.

While phone calls and emails are still essential, virtual meetings via Zoom and Microsoft Teams offer a way to maintain human contact, especially when face-to-face visits are impractical. Scheduling regular virtual check-ins during key stages such as policy renewals, coverage reviews, or claims follow-ups allows CSRs to build rapport, read non-verbal cues, and foster trust. With personal scheduling coming in the way of in-person meetings, virtual meetings offer alternate options to be face-to-face with boards when it otherwise would not have been possible. The use of screen share on Zoom is a great example of how CSRs can review policy documents and proposals while being face-to-face with clients.

AI-powered platforms can handle tasks like issuing certificates of insurance, answering basic coverage questions, or processing endorsement requests through online portals. When routine tasks are managed efficiently by AI, CSRs have more capacity to dedicate to complex, consultative conversations—such as advising a condominium board on new struggles they may face with the changing industry, new carrier requirements or helping navigate a complex claim. By letting technology handle the processing portion of the job, CSRs can focus on what clients value most: expert advice, empathy, and problem-solving. Even when clients are unhappy with the changes in the insurance industry, communication and relationships are of the utmost importance.

Technology and AI are not just innovations; they are essential partners in the evolving role of the insurance customer service representative. In commercial lines, servicing habitational risks where client needs are often nuanced and time-sensitive, technology enables us to work efficiently and more responsively. However, the heart of excellent service remains the human connection. By strategically integrating technology—using it to personalize, not replace communication; to enhance, not eliminate meetings; and to streamline, not sideline relationships—CSRs can continue to deliver the exceptional service that clients expect and deserve. As the insurance industry continues to advance, it will be those who embrace technology thoughtfully and empathetically who will set the standard for excellence. These are important ways that we CSRs can stay at the forefront of business and connect with our insureds in the best way possible while technology continues to advance.

Congrats again on receiving this honor, Jess!

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