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Home〉Career Pathway〉Broker〉New Entrant 2
Insurance Broker

New Entrant | Sarah

As a new entrant, Sarah's role is to assist customers and handle administrative tasks under supervision. She Focuses on delivering short-term outcomes by gathering, using, and providing information while building an understanding of insurance. She is working towards the Certificate in Product Advice (APA).

Who is Sarah?

Sarah is new to the Insurance industry having graduated or transferred from different role in another industry. She is working with customers, carrying out administrative tasks at an entry level, being supervised by a more senior member of the team. Her focus is on delivering immediate and short-term outcomes by gathering, using and providing information.

She is learning about the principles of insurance and am working towards gaining a more comprehensive understanding of this nature of work. She can be a school leaver, hold a 3rd level qualification, or have transferrable skills and qualifications. She is working her way towards achieving the Certificate in Insurance Advice and the APA designation. 

What does Sarah do?

These are the key technical skills Sarah needs to become an insurance broker.

  • Understands broking including broker types, responsibilities, and client services. she is familiar with Terms of Business, Service Level Agreements, and regulatory requirements. she knows how clients access insurance and the importance of claims handling procedures.
  • Follows procedures by understanding cover scope, managing queries, and escalating issues as needed. She adheres to claims processes and refer cases to stakeholders and specialists when required.
  • Customer service is key to her role. She follows guidelines on giving advice vs. information and works with experts to meet client needs. She identifies uncovered claims, advises claimants, and handles complaints per her organisation’s process.

How does Sarah perform the role?

1. Understanding Client Needs

Sarah starts by gathering information from clients through phone calls, emails, or meetings. She asks questions about their circumstances—whether they need car, home, or business insurance—so I can recommend the right policies.

2. Research Insurance Options

Using tools and systems provided by her company to compare policies from different insurers, Sarah focuses on finding coverage that balances affordability and adequate protection for the client.

3. Provide Quotes and Advice

Sarah prepares detailed quotes and explains the coverage options to clients. She makes sure they understand the terms, benefits, and any exclusions of the policy.

4. Process Applications and Renewals

Once a client chooses a policy, Sarah assists with completing the application and submitting it to the insurer. She also reaches out to clients to ensure smooth renewals when their current policies are about to expire.

5. Build Relationships

Sarah stays in touch with clients to answer questions, address concerns, and offer ongoing support. Her aim is to build trust so they feel confident in coming back to her for their insurance needs.

6. Learn and Grow

Sarah attends training sessions, studies for qualifications, and shadows senior brokers to improve her knowledge of insurance products and sales techniques.

Key knowledge, social and practical skills

These are the key skills required to perform the broking role.

    • Judgment and Decision Making: Can make simple decisions based on clear and straightforward criteria. Considers immediate costs and benefits. Follows established procedures and guidelines. Focuses on what needs to be done.
    • Organising, planning and prioritising work: Manages tasks using simple tools, follows plans, and prioritises based on deadlines and instructions.
    • Ethical behaviour: Follows organisational guidelines, avoids obvious ethical issues, and understands expectations.
    • Multitasker: Handles basic tasks, switches between activities smoothly, and uses simple tools for organisation.
    • Customer Service Orientation: Greets customers warmly, responds promptly, follows procedures, and assists with basic needs.
    • Detail-Orientated: Completes tasks accurately, follows instructions, and maintains basic organisational skills.
    • Resourceful: Uses available tools and support to solve basic problems and follows set procedures.
    • Digital Skills: Uses common software, operates basic devices, understands digital concepts, and follows instructions for new tools.
    • Gathering Information: Collects data from common sources, asks clarifying questions, and follows set procedures.
    • Processing Information: Compiles and categorises data using basic tools, ensuring accuracy and efficiency.
    • Active Listening: Pays full attention, avoids interrupting, acknowledges speakers, and asks clarifying questions.
    • Communication skills: Speaks clearly, conveys information concisely, listens attentively, and engages with basic body language.
    • Communicating with stakeholders: Uses professional language, responds promptly, follows protocols, and handles basic inquiries.
    • Business Communication: Communicates clearly in writing and speech, ensures accuracy, follows guidelines, and prepares basic documents.
    • Teamwork: Completes tasks, communicates effectively, responds to requests, and contributes within the team.
    • Time Management: Manages time, meets deadlines, prioritises tasks, and uses basic productivity tools.

Why does Sarah do it?

Sarah does this role because she enjoys helping people protect what matters most to them—whether it’s their family, home, business, or future. Insurance provides peace of mind, and she finds it rewarding to guide clients through the process of finding the right coverage for their needs.

This role also gives her the chance to grow professionally. It’s a dynamic industry where she is constantly learning about new products, regulations, and client challenges. It keeps her engaged and motivated.

Ultimately, she does this role because it aligns with her values of trust, problem-solving, and building relationships. She gets to make a real impact on people’s lives while building a fulfilling career.

What is Sarah's next step?

Complete her APA qualification by registering for the Spring/Summer 2025 semester.

Learn More

Daily Role Schedule

As an entry-level Insurance Broker, Sarah’s schedule reflects a balance of client-facing tasks, administrative duties, and professional growth, with plenty of opportunities to learn from her more experienced colleagues.

    • Check emails and respond to urgent inquiries.
    • Review daily to-do list and prioritise tasks.
    • Check any policy updates or internal announcements from senior brokers or management.
    • Call or email existing clients to follow up on quotes sent the day before.
    • Assist clients with updates to their policies (e.g., change of address or vehicle).
    • Handle simple claims queries and pass complex ones to senior brokers.
    • Attend a quick team meeting to discuss targets, share updates, and receive coaching.
    • Ask questions about challenging cases or unfamiliar insurance products.
    • Prepare and review insurance quotes for prospective clients.
    • Research suitable policies for specific client needs (e.g., home, car, or small business).
    • Update client records with quote details and feedback.
    • Recharge by grabbing a bite or catching up with colleagues.
    • Attend in-person or virtual meetings with new or existing clients (often alongside a senior broker).
    • Take notes and learn from client interactions to build knowledge of advanced products.
    • Process new applications and liaise with insurers to ensure timely approval.
    • Review and organise client documentation for accuracy and compliance.
    • Manage renewals by contacting clients whose policies are about to expire.
    • Study for APA certification or review internal training materials.
    • Attend webinars or participate in training sessions hosted by insurers.
    • Finalise and send any outstanding emails or quotes.
    • Update CRM system with the day’s activities.
    • Plan tasks for the next day to stay on track.
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