5 minute read
Q&A with Danielle Webber
Danielle Webber, CISR Elite is Client Manager with Maury, Donnelly & Parr, Inc., an IA&B Member Agency headquartered in Baltimore, MD. She received the 2024 National Outstanding CSR of the Year Award from the Risk & Insurance Education Alliance. (Watch short video on Danielle and her award: https://youtu.be/PJZX8zM-DJk?si=er0Hq1nsWm4z_7tT)
Q. Tell us about your career. How did you get your start in the industry, and what do you enjoy the most about working in insurance?
A. I love people, and I love to serve where help is needed. As a kid, I thought these qualities would lead me to a career in counseling; but throughout my education in psychology, insurance kept finding me. From an internship in high school at my aunt’s agency, to a job in undergrad because my mom delivered mail to the company and saw they were hiring, to a job post-graduation as a customer service rep that my pastor recommended me to. It wasn’t until I was working with clients that I realized this industry could be a good fit for me. In 2016, I was on the phone with an insured, helping her file a claim and gather the information she needed for the adjuster. Through tears she told me, “I’m so glad you were here to help me through this.” And it was in that moment that I considered insurance could be a fulfilling career. Helping people when they need it the most is my favorite part of what I do.
Q. Congratulations on your Outstanding CSR of the Year Award! It’s well-deserved recognition for your hard work. What motivates you to go above and beyond?
A. Thank you so much! Growing up in sports, winning required staying one step ahead of the competition – continually watching tapes to learn from mistakes, and practicing on my own, aside from team practice. Going above and beyond was part of the game and that mentality stayed with me. It has always been important to me to keep doing my best, hoping who I am today is continually better than who I was yesterday. When I get to the finish line of this life, I want to be proud to present my life’s work at the Pearly Gates.
Q. Recent market conditions have made client-facing roles like yours exceptionally difficult. What strategies do you use to overcome these challenges?
A. Prioritizing comes to mind first. It’s impossible to do everything in a day, but there will always be time to do what’s most important. Second, I would say continuing education. Not just with industry changes, but with carrier products and appetites. Knowing what’s available for my clients makes my job easier. And third, I’d say building relationships with clients and colleagues. The daily grind becomes more meaningful when we feel connected to our team and our clients. That’s just human nature. I think we all got a taste of how detrimental solitude and isolation can be when we were all quarantined and working virtually. The most efficient way to get stuff done is to have the right people on your team – not just because of their skill set, but because of the ways they can encourage you to be better.
Q. In general, what skillsets do you find most valuable in your position?
A. Insurance is a highly relational industry. Being able to connect with people and communicate well is key. As customer service representatives, sometimes we deal with irate clients. Having patience and composure during these conversations is necessary to deescalate the situation and efficiently help the client resolve their issue. In a fast-paced industry, being able to multitask and think fast in time-sensitive situations is also valuable.
Q. What advice would you give to someone just starting out in our industry?
A. In one of my recent continuing education classes, the instructor quoted John Wesley: “Do all the good you can, by all the means you can, in all the ways you can, in all the places you can, at all the times you can, to all the people you can, as long as ever you can.” Build your career on that premise, and you’ll be proud of your legacy in insurance, no matter what title you have.
Q. When you’re not working, how do you enjoy spending your time?
A. After hours, you’ll find me in full mom-mode. I have an active 7-year-old son, Henry, who loves to ask me thought-provoking questions, go on walks, and watch funny animal videos. I used to think I was creative, but my son’s imagination is far more wild and wonderful, and has taken us on many fun adventures. I have a Bombay cat, Amore, who never misses an opportunity to be next to me. (He is very loving as his name might suggest, but naming him Shadow would have also applied.) I love reading a good non-fiction book or a romance novel, celebrating anything and everything with family and friends, trying new things, and volunteering in the community. I am currently a coordinator for MomCo at my church. Supporting and encouraging moms of all backgrounds to be their best and love Jesus is dear to my heart.
