Transcript Hiring Process

Hiring Process
First Things First
Why have a hiring process?
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Process will develop consistency therefore
reducing turnover.
 Cost of turnover
U.S. Department of Labor states the cost to replace
an employee is 1/3 of a new hire’s annual salary.*
 Cashier - $6.50 per hour > $3,637. Coca-Cola Retailing Research
 Call center - $8.00 per hour > $8,000. Superb Staff Services
 Sales Manager - $50,000. per year > $16,800.*
Step One
Know Who You Are Looking For
Qualities of a Service Rep
Attributes
Skills
Values
Loyal
Active Listening
Balanced Work/Home Life
Enthusiastic
Communication
Teamwork
Friendly
Problem-solving
Personal Growth
Self-starting
Planning/Organization
Serving Others
Adaptive
Self-management
Accomplishment
Tolerant
Learning
Loyalty
Honest
Technology
Productivity
Secure
Personal Presentation
Quality
Sense of Humor
Resilient
Reliable
Diligent
Intelligent
Creative
Conscientious
Optimistic
Focus on Success
Qualities of a Sales Person
Attributes
Skills
Values
Assertive
Problem Solving
Accomplishment
Confident
Decision Making
Recognition
Empathetic
Leadership
Financial Success
Self-disciplined
Planning/Organization
Competition
Responsible
Leadership
Quality
Sense of Urgency
Active Listening
People Oriented
Relationship Building
Risk Taker
Independent
Conscientious
Reliable
Flexible
Energetic
Creative
Competitive
Optimistic
Focus on Success
Job Description
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Customer Service Rep
 Sales Producer
 Administrative/Clerical
Customer Service Rep
This position ensures delivery of excellent customer service by responding to inbound calls and written
correspondence from our policyholders concerning their auto and homeowners policies.
Essential Functions:
As a CSR you will be expected to build and maintain business relationships with clients by
providing prompt and accurate service to promote customer loyalty. You will also secure and
submit required underwriting information, process on-line policy changes and assist with
company problem solving. You will be expected to actively solicit increases in coverages or
round out accounts through sales to clients at every service contact, as well as actively seek
referrals from our current client base to solicit for new business prospects.
Knowledge, Skills and Abilities:
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Must be aggressive/assertive, a self-starter with the ability to influence others.
Must be empathetic.
Should have demonstrated effective presentation skill through both verbal and written
communications.
Must have all licenses as required by the State Department of Insurance to sell insurance in
the applicable state(s). Will train exceptionally qualified candidate.
Fully understand the Employee Handbook and Safety Manual.
Knowledge of personal computer, calculator, on-line information system and various
programs including but not limited to Microsoft Word and Excel.
Sales Producer
This position sells new accounts in keeping with agency and individual goals. Meets established goals and builds
relationships with clients. Upholds the agency's reputation and professional manner of conducting business in dealings
with clients. The working conditions are fast-paced, multiple tasking, in a high disruption environment.
Essential Functions:
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Make the sale and collect necessary deposits, arrange for binder, certificates, etc.
Negotiate annual new and renewal production goals with agency Principle or Sales Manager.
Develop all information and recommendations for prospective accounts, present proposals and adhere to
agency policies and procedures for writing a new account.
Responsible for establishing a servicing procedure when necessary for designated accounts.
Maintain a concern for timeliness and completeness when interacting with customers, agency and
Nationwide personnel to minimize potentials for error or omission claims.
Identify and solicit sales prospects from various sources provided by agency, by cold calls, mailings and
phone contact.
Maintain necessary licenses and continuing education required for license renewal.
Knowledge, Skills and Abilities:
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Must be aggressive/assertive, a self-starter with the ability to influence others. Should have demonstrated
effective presentation skills through both verbal and written communications. Prefer General Lines P&C
License as required by the State Department of Insurance.
Some college or an Associates Degree is preferred.
Desirable candidate to have all licenses as required by the State Department of Insurance.
Maintain knowledge of underwriting criteria.
Fully understand the Employee Handbook and Safety Manual
Knowledge of personal computer, calculator, on-line information system and various programs including but
not limited to Microsoft Word and Excel.
Office Assistant
Ideal candidate would be strong in Microsoft Word, Excel and Power Point, have the ability to multi-task in a fastpaced environment and possess good communication skills. Maintains office operations by receiving and distributing
communications; maintaining supplies and equipment; serving customers.
Essential Functions:
* Forwards information by receiving and distributing communications; collecting and mailing
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correspondence; copying information.
Maintains supplies by checking inventory levels; anticipating requirements; placing and expediting
orders; verifying receipt.
Maintains equipment by completing preventive maintenance; troubleshooting failures; calling for
repairs; monitoring equipment operation.
Serves customers by answering questions; forwarding messages; confirming customer orders;
keeping customers informed.
Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to job accomplishments.
Knowledge, Skills and Abilities:
Office Experience - General, Telephone Skills, Typing, Documentation Skills, Verbal Communication,
Written Communication, Dependability, Attention to Detail, Administrative Writing Skills
Advertise the position
Customer Service
Allstars Only
$50K to $300K
Don’t even call unless you are an overachiever and
can prove it. Come build an empire within our fine,
progressive company. We are in the Insurance
Industry, but we don’t hire backgrounds. We hire top
producers. If you’re average, you can earn $50K with
us. If you are a star, you can earn $300K plus.
Young or old, if you have the stuff, we’ll know.
Contact us at…
Advertise the position
Customer Service
Allstars Only
$35K to $85K
Don’t even call unless you are an overachiever and
can prove it. Come build a career within our fine,
progressive company. We are in the Insurance
Industry, but we don’t hire backgrounds. We hire top
associates. If you’re average, you can earn $35K
with us. If you are a star, you can earn $85K plus.
Young or old, if you have the stuff, we’ll know.
Contact us at…
Step Two
Collect Resumes
Resume Retention
The EEOC requires employers to keep
solicited resumes and related
information for at least one year, it is
best to keep them at least four years, in
order to exhaust all possible statutes of
limitations for various employment law
causes of action.
Pre-Screen / Sort Resumes
Be extremely careful in your note taking.
Avoid use of careless or embarrassing comments.
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How many jobs in the last 5 years?
 How long have they worked at each job,
any gaps between jobs?
 How long of a commute?
 Does job experience relate to position?
Education relevant?
 Grammar & organization of ideas?
Step Three
Telephone Interview
Set up 10 minute time slots for each of the pre-selected
candidates.
Telephone Interview
Candidate’s Responding to Allstars Only
Here is the script…
YOU: Okay. You read our ad and it said, “Don’t even apply
unless you think you’re the best.” So tell me why you think we
should interview you.
THEM: Well…uh…Can you tell me a little bit about the job?
YOU: That’s a much longer conversation. I’m happy to have the
conversation if we determine that you’re someone we want
to interview. So tell me, why should we interview you?
Notice that we are testing their ego in the first 60 seconds of the
conversation.
Telephone Interview
THEM: Well…um…Let’s see. I’ve been in sales for two years. I
really like it and I like interacting with people. I feel that if
it’s a good product or service, I can sell it.
YOU: I’m not really hearing it.
THEM: What do you mean?
YOU: I’m not hearing an Allstar. I’m not really hearing top
producer.
THEM: You’re not?
YOU: No.
This rejection is intentional because it works well for determining what kind
of person you have.
THEM: Oh well…okay. Um, um….I guess you would know.
YOU: Yes, I would know.
THEM: Well…okay. Thanks very much. Bye.
Telephone Interview
Here is how the conversation should go…
YOU:
Okay. You read our ad and it said, “Don’t even apply
unless you think you’re the best.” So tell me why you think
we should interview you.
THEM: Well…uh…Can you tell me a little bit about the
job?
YOU:
That’s a much longer conversation. I’m happy to have the
conversation if we determine that you’re someone we want
to interview. So tell me, why should we interview you?
Telephone Interview
Allstar
THEM: Well let’s see…In my last job, I was the new guy and I had
never sold widgets before, and, within three months, I was
bringing in bigger accounts than they had ever had. In six
months I was outselling people who had been there for five
years.
See how they start selling right away.
YOU:
That sounds good, but I’m not sure I’m hearing top
producer.
THEM: Well, maybe you’re deaf.
Step Four
Set Up 1st Interview
Make Appointment
 Call
each of the qualified candidates to
set up an hour time slot for the initial
interview.
 Tell them they will first fill out some
forms and then take personnel tests
prior to the interview.
Step Five
Documents Signed
Administrator will explain documents and obtain the
candidate’s signatures.
Background Check Authorization Release
Signature Required for Employer’s Protection
Background Check Authorization
I authorize any of the persons or organizations referenced in this
job interview to give you any and all information concerning my
previous employment, education, or any other information they
might have, personal or otherwise, with regard to any of the
subjects covered during this job interview. I release all such
parties from all liability from any damages which may result from
furnishing such information to you. I also understand that you
may check with the Texas Department of Public Safety or other
organizations for any criminal history.
_________________
___________________
Applicant’s Signature
Date
Statement of Clarity
Test Administrator to Obtain Applicant’s Signature
Applicant’s Statement of Clarity
I certify that all information, I have supplied in this interview
process is true and complete. I understand that any wrong or
incomplete information given, can lead to my not being hired or,
if I am hired to my termination from employment if discovered
after hire.
____________________
Applicant’s Signature
__________
Date
References
Request Authorization Forms for Release of Information
Authorization for Prior Employer to Release Information
Please read the following statements, sign below and return to the Human Resources office.
(Need one form for each reference.)
I hereby authorize any investigator or duly accredited representative of Barhorst Insurance
Group LTD bearing this release to obtain any information from schools, residential
management agents, employers, criminal justice agencies, or individuals, relating to my
activities. This information may include, but is not limited to, academic, residential,
achievement, performance, attendance, personal history, disciplinary, arrest, and conviction
records. I hereby direct you to release such information upon request of the bearer. I
understand that the information released is for official use by Barhorst Insurance Group,
LTD and may be disclosed to such third parties as necessary in the fulfillment of official
responsibilities.
I hereby release any individual, including record custodians, from any and all liability for
damages of whatever kind or nature which may at any time result to me on account of
compliance, or any attempts to comply, with this authorization.
___________________________
Applicant’s Signature
___________________________
Date
Note: These forms can be faxed or emailed.
Step Six
Administer Tests
Tests Administered Prior to Interview
Results Given to Manager for Review
 TEAM
Dynamics
Does personality type match position?
A. Togetherness B. Enterpriser C. Analyzer D. Motivator
 Values
Survey
Do values match culture?
 IIAT
– Insurance Skills Test
Only if candidate has insurance experience.
75% or above – Experience has value.
75% or below – No value from experience.
Step Seven
Initial Interview
Initial Interview
Be extremely careful in your note taking.
Avoid use of careless or embarrassing comments.
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Three Part Process
1. Relax
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2. Probe
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3. Attack
Part One - Relax
 Be
friendly
 Be a great listener
 Give candidate opportunity to show their
best side.
Technique: Write down 5 questions you want to be
asked in the interview that will show your best side.
Part Two - Probe
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Get to know the person
 Ask questions to test their empathy
 Try to determine their background
 Look for areas of accomplishment
 When they’ve opened up to you and are
honest and unguarded, go over their resume
w/ them. Use the questions you ask to
determine how they think & if they use good
judgment. Act positively, no matter what they
say – you want them to keep talking.
Probing Questions to Ask
Determine the Candidate’s Background
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What events or influences from your
childhood shaped who you are today?
 What are some of the biggest challenges in
you life? They need not be work related.
 What was the toughest sale you ever made?
(Make sure you ask for all the details and
step-by-step specifics of this experience.)
Probing Questions to Ask
Determine the Candidate’s Accomplishments
and Gauge Their Overachievement
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Tell me about a time in your life when the
odds were stacked against you but you
overcame them and succeeded.
 Tell me three or four things of which you are
most proud.
 Have you ever practiced and reached a high
level in any area beyond just getting by in
life?
Probing Questions to Ask
Determine the Candidate’s Ability to Bond with Others
and Test Their Empathy
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How would your best friend describe you?
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Of everyone you know, who has the most
faith in you? Why?
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What are your best memories?
Probing Questions to Ask
Determine if Candidate Has Good Judgment
and How They Think
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Why did you leave your last three positions?
 Were you unhappy? Why?
 Tell me about a disappointment or
disagreement you’ve had with a boss and
what happened.
 Name two weak points of previous bosses.
 Name two instances when a supervisor
criticized you.
Part Three – Attack
Reject them again
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Strong rejection tactic…tell them they don’t
have what it takes.
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An Allstar possesses tremendous faith in
themselves, and nothing can convince them
they can’t do the job.
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If they don’t respond, prompt them with “How
do you feel about what I just said?”
Part Three – Attack
Be tactful – but not soft
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The weak will crumble. Let them go.
Or if you are looking to hire someone other
than a salesperson, go easy on this attack.
Step Eight
Letter of Interest
Request Letter of Interest
Prompt candidate to mail letter of interest if you are both
interested in the next step of hiring process.
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Why are you the best candidate?
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Thank you.
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How long did it take the candidate to send?
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Is the grammar in the letter indicative of the
applicant’s ability to perform the job?
Step Nine
Check References
Check References
Be extremely careful in your note taking.
Avoid use of careless or embarrassing comments.
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Call each reference. If needed fax authorization
release form to former employer.
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Write in answers to each question while you are
speaking with individual contacted.
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Compare the answer to the resume after you have
finished the telephone reference inquiry.
Reference Check Form
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Completed by:
Applicant’s name:
Individual contacted:
Company:
Questions:
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Date_________________________
Job title:______________________
Title__________________________
Phone number:_________________
Does info match candidate’s resume?
Did applicant work for you?
Dates of employment?
Position held?
Duties:
Salary:
Reason for leaving:
Yes
No
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If applicant did not work for you….
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In what capacity do you know this individual?
Describe their Strengths and Weaknesses.
Please tell me about the applicant’s character, ability to get along with others, attitude.
What would you rate the person’s ability to use good judgment in a normal situation? In a stressful
situation?
Would you recommend this individual for employment? Why or why not?
Reference Check Questions
General Comments
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Overall Performance?
Quality of work?
Was honesty ever questioned?
Tardiness?
Would you re-hire applicant?
Step Ten
Personnel Tests
Personality Profiling
Key to Finding Allstars
Allstar Sales Producers…
…have a high level of dominance combined with high influence.
Allstar Customer Service Reps…
…have a high level of steadiness combined with a significant level of
compliance.
Personality Traits Defined
 Dominance – A personality trait that has to do with ones ego.
 Influence – A personality trait that has to do with how one reacts in
social situations and a gauge of one’s communication level
 Steadiness – A personality trait that has to do with a person’s level of
patience, persistence and thoughtfulness.
 Compliance – A personality trait that has to do with how one relates to
structure and organization.
Administer Personnel Tests
Preferably administered in office so that candidate does not seek
help in answering test. Can be given online.
 Psyche Test
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IQ
EQ
If sales people are not “hungry” they will not be
motivated by an opportunity to control their income.
-Devin Wisener
Step Eleven
Background Check
Background Check
All Employees Must Be Accepted Before Hire
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Nationwide affiliated background investigation.
Candidate must supply name, drivers license
number, social security number, aliases, addresses.
Report will come back for your review.
Sometimes further explanation is needed after
investigator’s initial review. This info can be faxed for
further review by the investigator.
Nationwide handles rejection letter.
Nigel P.J. Spriddell
Lead Licensing Technician, Background
Investigations
Nationwide Insurance
Set up Background Check
“We are interested and would like for you to take the next step in
the hiring process.”
Send “application station” email instructions for background investigation.
I. Internet address: https://www.applicationstation/home
II. Application Station Code: NWBGSO (click: proceed), then (click: sign up now) after the code is accepted.
III. The next page is the Terms of Service Agreement.
NOTE: YOU MUST AGREE to the terms of use if you want to proceed.
IV. User Name: If you have an e-mail address, then simply use your e-mail address as your user name. If you do not
have an e-mail address, then just pick a name you will remember. If someone else already possesses your
chosen user name, the system will ask you to choose another. It is best to choose a user name that is easy to
remember, as you will need it to sign in if you leave before completing the application and then wish to return.
Here are some examples of valid user names - [email protected] or johndoe.
V. Password: Once you have entered your user name, you must choose a password. The password can be any
combination of letters, numbers or symbols as long as it is at least 6 characters and no longer than 12
characters.
VI. Security Question: The security question will allow us to identify you in case you ever lose or forget your
password. Just enter the secret question you wish to use, then, in the field below, place your answer to the
question.
VII. Once you have created your user name and password, and have answered a security question, you can now click
on the Submit button at the bottom of the page. This will take you to a page that confirms the information you
have just provided.
VIII. SIGN IN Section: Once you have created an account, you are now ready to sign in and complete your
application. The Sign In page will allow you to gain entry to Application Station.
IX. Begin filling in info on the General info page.
Primary Agent: Warren Barhorst Primary Agent Number: TX04726 Check box: Office Emp
X. The rest is your information
No Exceptions
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DO NOT HIRE Candidate Before Approval
from Nationwide on Background
Investigation!
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If applicant did not disclose key problems
on background form – do not request
background exception to hire.
Step Twelve
Schedule 2nd Interview
Second Interview
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Have candidate meet a Senior Manager and/or Team
Leader in order to avoid interviewer bias.
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Just talk.
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General questions in order to get a view of the
candidate’s fit for the job.
Step Thirteen
Omnia Profile
Personality Profile
Omnia Profile
The results from this screening can be benchmarked
to previous candidates that have been a good fit in
their particular position.
Step Fourteen
Set up Follow Up Interview
Follow Up Interview
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Review Omnia Profile
 Review Personal Orientation Profile
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Review TEAM, Skills, Values Assessments
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Talk about your agency, BIG, & our
accolades
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Talk about Job, Hours, Dress Code
Step Fifteen
Job Offer
or
Rejection Letter
Rules to Follow
Do Not Send Job Offer Letter
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We do not send job offer letters as they can be
construed as a contract to work for a certain amount
of time as opposed to ‘at will’ employment.
Do Send Rejection Letter
 We do send a rejection letter out of kindness and
goodwill.
Sample Rejection Letter
* At any time you feel the candidate does not qualify, stop and send
Rejection Letter.
Date
Name
Address
City, TX zip
Dear _______,
Thank you for taking the time to submit your resume and for taking the time
to meet with me. I enjoyed having the opportunity to learn about your
experiences and interests.
Although we appreciate your interest in the Barhorst Insurance Group, other
candidates more closely match the role we are seeking to fill.
Thank you again for you interest in The Barhorst Insurance Group.
Sincerely,