Bringing on a new Customer Service Representative (CSR) should be a moment of relief—not a source of stress. But for many insurance agencies, onboarding a new CSR quickly turns into a frustrating process of trial and error, system mistakes, and inconsistent workflows.
Why? Because AMS360 is powerful – but not intuitive for new hires without insurance-specific experience or role-based training. At Angela Adams Consulting, we’ve worked with hundreds of agencies who struggled to onboard CSRs the right way. That’s why we offer specialized AMS360 training programs tailored specifically for CSRs—so your new team members can start strong, avoid costly mistakes, and contribute faster.
Here’s why role-specific training matters, what it should include, and how we help agencies like yours build confident, capable service teams from day one.
- AMS360 Is Complex – New CSRs Need Guidance
AMS360 is a robust system that helps insurance agencies manage clients, policies, billing, renewals, documents, and more. But it’s also a layered platform with countless screens, fields, and workflows that aren’t always intuitive.
Without proper training, your new CSR may:
- Misplace documents in the wrong activity
- Skip steps in the renewal workflow
- Miss carrier download matching
- Enter notes or data inconsistently
- Delay service by constantly asking, “Where do I find that?”
These mistakes don’t just impact internal efficiency—they can affect client experience, carrier relationships, and E&O exposure.
Our AMS360 CSR Training for New Hires ensures your new hire learns what they need for their role, not just where to click.
- One-Size-Fits-All Training Doesn’t Work
Vertafore may offer tutorials and help docs, but those don’t replace role-specific, agency-specific training.
Watching a 90-minute webinar on “How AMS360 Works” won’t help a new CSR understand:
- How your agency handles endorsements
- Your preferred renewal workflows
- Which templates, forms, or email language they should use
- What to document, where to document it, and how
At Angela Adams Consulting, our training is:
- Live and interactive—not just recorded videos
- Tailored to your agency’s systems, preferences, and workflows
- Focused on real-life tasks a CSR performs every day
We meet your new hire where they are and help them become confident in AMS360 from day one.
- Cut the Learning Curve in Half
It can take months for a new CSR to fully learn the ropes—especially if your internal team is too busy to train them step-by-step.
With our training:
- Your new hire gets up to speed faster
- They make fewer early mistakes
- You save your senior CSRs from having to stop and explain everything
- Productivity increases within weeks, not months
Whether you’re hiring an experienced insurance professional or someone brand new to the industry, we help them feel competent, supported, and set up for success.
If you need help beyond training, our CSR Back Office Support team can step in and serve as a seamless extension of your agency.
- We Reinforce Best Practices Along the Way
AMS360 offers lots of flexibility, but that flexibility can lead to inconsistency across your team if each CSR does things “their own way.”
Our training reinforces:
- Standardized workflows for servicing, renewals, and documentation
- Best practices for handling activities, suspenses, and attachments
- How to ensure compliance and E&O protection in daily operations
- How to handle downloads, endorsements, billing, and policy changes efficiently and correctly
This level of training improves not just your new hire’s performance—but your agency’s consistency overall.
- Onboarding Is a First Impression—for You and Your New CSR
How you onboard your new CSR sets the tone for their future with your agency. If their first few weeks are disorganized or unsupported, they may feel overwhelmed—or worse, start looking elsewhere.
Proper training tells your team: “We invest in your success.”
It boosts morale, confidence, and retention. And when your CSRs feel confident in AMS360, they serve your clients better, faster, and with fewer errors.
Set Your New CSR Up for Success
Hiring is just the first step. To build a high-performing team, your CSRs need the right training, the right tools, and the right support—from day one.
Angela Adams Consulting helps agencies like yours create a smooth, structured onboarding experience for new CSRs using AMS360. We remove the guesswork, prevent the costly mistakes, and give your new hires the confidence to hit the ground running.
Need short-term help while your new CSR ramps up? Our Licensed CSR Temporary Coverage team can keep your service levels steady while your team gets up to speed.
Book a Meeting Now to get your next hire trained the right way.
