Insurance Journal: “Minding Your Business” Articles

Account Manager and CSR Roles and Performance

By Catherine Oak and Bill Schoeffler Account managers are the backbone of an agency. Account managers (AM) are also called customer service representatives (CSR) and are critical to the agency’s reputation. Many are the key to retention, and clients look to them to get their needs met. Producers are very dependent on them to not only service theContinue reading “Account Manager and CSR Roles and Performance”


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About Me

Since 1984, Catherine, Founder of Oak & Associates, has been a management and financial consultant. She gained her experience as Senior Consultant for two of the largest consulting firms in the insurance industry, Russell Miller, Inc. and Marsh/Berry. Her experience ranges from working with small firms to the largest national firms and companies.

She has spoken extensively throughout the US, Canada, New Zealand and Australia on financial and management topics for associations, companies, national brokers and other organizations.

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