Hiring within the insurance world is changing. It’s no longer enough to post a “help wanted” sign in the local paper or rely on word of mouth to find the right talent. Producers and customer service representatives (CSRs) are the backbone of any agency. However, finding the right people in today’s digital-first environment can be challenging. It certainly requires new tools, strategies, and a different way of thinking.

Whether you’re replacing a retiring CSR, building a new sales team, or adding your first producer, the process of hiring in 2025 looks very different from what it did even five years ago. Here’s what you need to know.

Why Hiring Has Shifted in the Digital Era

Before diving into what you’ll need to do differently, it’s important to cover why the game has changed. Here are four key reasons:

Remote Work Expectations: The 2020 pandemic normalized remote and hybrid work. Many CSRs expect flexibility, and some producers thrive when given freedom to prospect digitally rather than being tied to a physical office.

Digital Prospecting Tools: Today's producers need to be proficient in LinkedIn outreach, virtual networking, and CRM systems. The skill set required goes beyond old-school cold calling and chamber meetings.

Generational Shifts: Millennials and Gen Z now make up a large portion of the workforce. They know the digital world well, value purpose and flexibility, and expect modern recruiting practices.

Competition for Talent: Agencies aren’t just competing with other insurance companies; they’re also competing with tech startups, financial firms, and remote service companies , which are all drawing from the same talent pool.

If you’re still hiring like it’s 2010 or even 2018, you may struggle to find the right people or keep them long term. Here’s how to hire in 2025:

Step 1: Clarify Your Hiring Needs

The first mistake many agency owners make is hiring reactively instead of strategically. Be really clear on what you’re looking for in your agency. Ask yourself:

Do I truly need a producer, a CSR, or a hybrid role?
What functions in the agency are overburdened?
Which tasks could be automated or outsourced before hiring?
Am I looking for a long-term team member or short-term project support?

Producers are revenue drivers. They need strong digital prospecting skills, industry knowledge, and a self-starter mindset. CSRs, on the other hand, are retention builders. They require excellent communication skills, empathy, and comfort using agency management systems and digital tools.

With these differences in mind, write a scorecard for each role instead of simply a job description. A hiring scorecard defines: 1) Key outcomes the person should achieve in 12 months, 2) Core competencies required, and 3) Cultural values they must align with. Getting clear on exactly who you’re looking for not only guides your recruiting but also helps candidates self-select.

Step 2: Build a Digital Hiring Funnel

Finding candidates isn’t about casting the widest net; it’s about casting the smartest one. Here are the best digital channels for independent agents:

LinkedIn is the #1 platform for finding producers. Use the advanced search to filter for people with insurance licenses, sales backgrounds, or customer service experience in related fields. You can also post thought leadership content to attract candidates passively.

Indeed & ZipRecruiter

Indeed & ZipRecruiter are still strong for volume, especially for CSR roles. Make sure your job post highlights culture, growth opportunities, and digital flexibility.

Industry-Specific Job Boards

Consider sites like GreatInsuranceJobs, Insurance Journal’s career center, and local Big I (Independent Insurance Agents & Brokers of America) boards. These platforms attract candidates who are already invested in insurance.

Social Media & Community Groups

Facebook and Slack groups for insurance professionals can be hidden gems. Encourage current employees to share job postings in their networks.

Agency Website & Employer Branding

Create a careers page that sells your agency’s story, culture, and values. Add video testimonials from your current staff. Treat recruiting like marketing. You’re selling your agency as much as candidates are selling themselves.

Step 3: Screen for Digital Readiness

In today’s market, digital fluency is non-negotiable. Whether you’re hiring a CSR to handle client calls or a producer to run online prospecting campaigns, candidates need to be comfortable in a tech-driven environment.

Key Screening Questions:

“What digital tools have you used in past roles?”
“How comfortable are you with CRMs, AMS platforms, and video calls?”
“Can you share an example of how you’ve used social media or digital tools to improve client engagement?”

Assessments:

Give candidates a short skills test in Microsoft Teams, Zoom, or your agency management system.
Ask CSRs to draft a sample client response email.
For producers, ask for a mock LinkedIn outreach message.

These tasks not only assess skills but also show you how resourceful and adaptable a candidate is.

Step 4: Digital Interview Best Practices

Virtual interviews have become standard across industries. Here’s how to make them effective:

Structure Your Interviews – Don’t wing it. Prepare standardized questions to evaluate skills, cultural fit, and motivation.

Look for Emotional Intelligence – CSRs especially need empathy and problem-solving ability, which comes through in tone and storytelling more than in resumes.

Assess Sales Drive – For producers, ask how they’ve built pipelines, handled rejection, or closed deals in digital environments.

Use Panel Interviews – Bring in a manager, a peer CSR, and a producer for different perspectives.

Evaluate Remote Communication Skills – Poor eye contact, late log-ins, or tech struggles may be red flags if digital communication is part of the job.

Remember that you’re also selling your agency. Highlight your tech tools, culture, and flexibility during the interview.

Step 5: Onboard Digitally, Retain Personally

Once you hire, the real work begins. Poor onboarding is one of the biggest reasons new hires leave within the first year.

Digital Onboarding Essentials:

Create a Structured First 90 Days. Outline what success looks like in week 1, 30, 60, and 90.

Don’t Skimp on Tech Training. Provide tutorials and shadowing sessions on your AMS, CRM, and communication platforms.

Establish a Buddy System. Pair new hires with a peer mentor for faster integration.

Do Regular Check-Ins. Weekly virtual meetings to answer questions and ensure alignment.

Retention in a Digital Era:

Offer flexibility (remote/hybrid schedules where possible).

Provide clear career paths (continuing education, leadership opportunities, producer contracts with growth incentives).

Foster community (virtual team-building activities, quarterly in-person events).

Recognize contributions publicly (Slack shout-outs, LinkedIn highlights, digital rewards).

People don’t just leave jobs for money; they leave because they feel disconnected. Building connections in a digital-first environment requires intentionality.

Step 6: Think Beyond Traditional Talent

If you’re struggling to find licensed producers or experienced CSRs, consider alternative talent pipelines:

Career Changers – Teachers, retail managers, or customer service reps from other industries often bring transferable skills.

Internship Programs – Partner with local colleges for risk management, finance, or business students.

Virtual Assistants – Offshore or domestic virtual assistants can handle administrative tasks, freeing CSRs to focus on higher-value service.

Sometimes the “hire” you need is a better use of your AMS, chatbots, or email automation. Automation may also be part of the solution, saving you money on human resources.

Final Thoughts

Hiring producers and CSRs in a digital world is both a challenge and an opportunity. Your agency doesn’t just need warm bodies to fill seats; it needs digital-ready, people-focused professionals who will help you grow and retain business in a rapidly changing insurance landscape. Independent agencies that adapt to digital hiring strategies will not only fill roles more efficiently but also attract higher-quality candidates who align with the agency’s long-term vision.