Name: Robert A. F. Bartlett
Industry position: Senior manager with responsibility for customer service, J.S. Johnson & Company
Education: Bachelor of Arts in Natural Sciences
Career: General insurance
What attracted you to the sector?
I happened to be paying a bill at the time when J. S. Johnson was recruiting. I completed the application, took the Wonderlic (aptitude test), had an interview and the rest, as they say, is history. I had known many of my new colleagues for a number of years, so the adjustment was easy for me. One of the qualities of the company is the family atmosphere. I had not given any thought to a career in insurance prior to that and the most advertised form at the time was the industrial life, "walking the debit". The era of the "policy man".
How long have you been involved in financial services?
Thirty-five years.

What keeps you motivated?
I like working with people and finding solutions to problems. Every day brings a new challenge or a variation of an old one. The industry is ever changing and along with that change comes new products and new personalities. Relationships are formed across industries and borders.
Why do you think you have been successful?
Superior customer service, dependability and availability are some of the ingredients to my success. Persons must make themselves available to enquiries from clients and the public at large. Your willingness and ability to entertain questions and address concerns help to establish you as a "go to" person in the industry. Humility and the knowledge of who I am and whose I am have also played roles in my success to date. Last but not least are the confidence and trust placed in me by my mentors.
Did mentoring play a part in your success?
Yes! The fact is, the mentoring never stops. In our industry you must be willing to accept constructive criticism as well as positive commentary and take from it that which will benefit you, your company and the industry as a whole.
What qualifications do you feel are the most useful in helping you perform in the sector?
Healthy interpersonal skills, an understanding of common law as well as law of contracts and a working knowledge of the products the company has to offer are all useful. The nature of the industry requires that the individual continues to stay abreast of changes at home and abroad. The pursuance and achievement of academic qualifications also aids in the individuals' performance in the sector.
What has been the biggest challenge in your career and or industry? How did you overcome it?
In my career: Balancing the demands of work with family life, lay ministry and community service to youth. In the industry: It is getting persons to see the importance of insurance and the consequence of underinsuring while destroying the myth that all insurers are out to avoid claims. I strongly believe that the best client is an informed client. Unfortunately, despite our best efforts some persons cannot be convinced.
It is a work in progress; the use of time management skills and the ability to say no without feeling guilty have helped me in my career. Oftentimes in our willingness to please we take on too much, sometimes to our detriment and reduction in the quality of service provided.
What advice would you give young people just starting out in the industry?
Be patient, observe, ask questions, study hard and apply yourself diligently. One never knows who is watching or when opportunity will knock. One should never underestimate the value of time spent in the trenches. It is there that the experience which cannot be taught is gained.

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