We asked Nicole what personal qualities she feels are necessary to be a success in her role at Amica.
“Empathy, problem-solving, and a positive mindset,” she says.
Nicole notes that one of those qualities, empathy, isn’t just exercised with Amica’s customers. It’s something she experiences internally as well.
"The feedback you receive at Amica helps you grow as opposed to putting you down. Everyone is supportive and communicative. Everyone wants to help everyone else," she explains.
So how did Nicole develop her own empathy as it relates to her place at Amica? The Portland, Oregon native attributes it to research professor Brené Brown, with her popular TED Talks serving as an inspiration.
Nicole finds Brown’s work to be important due to her highlighting of vulnerability. It inspires her to use vulnerability as a way of identifying with Amica’s customers.
“I think what our whole team, in their own style, does is really connect emotionally with our customers because people get very emotional about insurance. If you don't have that emotional intelligence, you're done."
Problem-solving is another large piece of what Nicole does in her role at Amica. Whether it’s minor billing questions, editing policies or investigating customer concerns. No matter the task, she acknowledges that it must be handled with delicacy and finesse.
And for the third quality she feels has contributed to her success at Amica – positivity – Nicole finds incorporating humor into her interactions with customers helps her to provide a positive customer experience.
“If I can make them laugh at least once in a conversation. Usually it's in my introduction. ‘Ok, give me one second, I think my computer needs coffee.’ You'd be surprised how many people laugh at that. If I can make them giggle when I answer the phone, I know I can have a good [interaction] with them.”