June 24, 2020

This paid piece is sponsored by Marsh & McLennan Agency.

For some, customer service may seem mundane, but for two employees at Marsh & McLennan Agency, or MMA, in particular, customer service has become a lifestyle.

For their professionalism navigating through paperwork, resolving complicated situations and advocating for clients, business insurance client advocate Jan Fenske and risk management strategist Jen Christensen have received recognition for their outstanding commitment to customer service.

Customer service is what brought Fenske to what was then Howalt+McDowell Insurance in the first place. Hearing CEO Jeff Scherschligt talk at an industry event, she knew his passion for insurance, clients and knowledge was unmatched.

“I was blown away by his passion,” said Fenske, “and I told myself, I am going to work for that man someday.”

Almost 20 years later, Fenske is the recipient of the inaugural Jeff Scherschligt Excellence Award. Creating this award meant honoring the former CEO’s legacy and his mantra of “Client is King.” The award celebrates the efforts of client service colleagues. The winner receives $5,000, five extra PTO days and a $2,500 travel voucher.

“I wanted to create this award because I truly believe our colleagues have customer service embedded in their legacy and, even further, their DNA,” CEO Steve Vlk said. “When you honor somebody who lives out an exemplary model of service, in turn, they push other colleagues collectively to reach for a common goal.”

Fenske has been at the agency for over 20 years, during which she has witnessed differences in leadership, a national acquisition and ever-evolving changes to the business insurance landscape. Through all this, Fenske has not wavered in her commitment to her clients or the agency.

“When thinking of the clients I’ve had the opportunity to work with, I like to use the moments I have in the day to check in with them, send a quick email asking how they are doing outside of insurance and push them to voice what they are needing from me and my team,” Fenske said.

“I want them to know that as an insurance professional and their friend that I’m here for them in the best and worst of times.”

Fenske also knows it takes working well with her team to be able to show up in the moments that matter. Tracy Dahl-Webb, a business insurance risk management consultant at MMA, has seen Fenske be a team player first-hand.

“She is committed to making sure the client is always cared for, the contract language accurately reflects the intent of the coverage and the client always gets an answer – even if the answer isn’t exactly what they want to hear,” Dahl-Webb said. “What she does each day for the client is truly amazing.”

Outside of the Jeff Scherschligt Excellence Award, MMA nationally gives out the APEX award. The APEX award is a companywide effort that recognizes a colleague who excels in enhancing the client experience, leads with MMA’s core values and heavily contributes to companywide success. As one of the national recipients, Jen Christensen’s nomination honored her dedication to all things customer service.

“I take it personally when talking about impacting the lives of others — not only is that my own goal, but it aligns perfectly with MMA’s focus on being there in the moments that matter,” Christensen said.

“When it comes to my clients, I know how important it is to be able to reach out to a real person when you have a question, and that’s why I work extremely hard to communicate and respond in a timely manner.”

There was a robust field of nominations for this award. Alicia Carlson, the director of client service for business insurance, can attest to Christensen’s commitment to customer service.

Alicia Carlson, Jen Christensen and Steve Vlk

“Jen’s passion for the industry is unfathomable — she believes in educating herself every day to provide the best solutions and strategy to her clients,” Carlson said.

“Her passion goes far beyond that; she has taken on the mentor role for multiple colleagues and assists them with building their skill set and, as a result, helps our clients as well.”

Fenske and Christensen both state they strive to be a force for customer service beyond any awards.

“Our team finds joy in the little touches we have with the insured throughout the year,” Fenske said. “The compassion and smile in our voice alongside the results we deliver are what I want them to remember because it’s definitely what I do.”

For information about working with MMA, COVID-19-related resources, thought leadership and upcoming events, visit marshmma.com.