Employee Profile: Tracy Ward
If you’re looking for a line of work where you’re always learning, meeting new people and making a difference in the lives of others, you may want to consider insurance. For proof, look no further than MSIG NA’s Tracy Ward, whose work ethic, positive attitude and passion for people make her one of our company’s — and our customers’ — most valuable assets.
Joining the company in 2002 as a National Operations Manager, Tracy has steadily climbed to Vice President of Seven Hills Insurance Agency, a wholly owned subsidiary of MSIG NA focusing on personal lines insurance coverages.
MSIG NA works with several different insurance carriers, including The Hartford, Progressive, Plymouth Rock and Travelers. Tracy oversees call center operations at Seven Hills and frequently participates in her staff’s day-to-day duties, which includes answering calls from agents, existing customers and those who may be considering a policy. “Whether an agent or a direct customer calls us needing a quote, we take their information … and help them determine what market is best for them.”
Tracy’s role as a leader in MSIG NA
Tracy is responsible for making sure her team has all the information and resources to prepare for incoming requests and questions. In this way, her role is to help make everyone’s lives — with respect to insurance matters — easier and more efficient. She and her team also provide answers for other agents, which frequently requires her to draw on her expertise and refresh her memory with research. Tracy is a fully licensed insurance agent. Since MSIG NA writes insurance policies in most of the U.S., and each state has its own insurance laws, she has to be constantly mindful of how those laws vary from state to state.
“My job requires constantly staying up to date with what’s going on in each state, such as if it’s a no-fault state,” Tracy explained, referring to auto insurance coverage. “It takes understanding all those laws and making sure that the qualifications of each client meet [the customer’s] needs.”
While much of Tracy and her staff’s day-to-day responsibilities involve interaction and correspondence with customers, a lot of behind-the-scenes work goes on, such as accounting processes and recordkeeping. Tracy’s day to day responsibilities vary, which is part of what makes working at MSIG NA so enjoyable.
The people perk of working at MSIG NA
Another perk of working at MSIG NA is the people — both her co-workers and customers. Tracy knows that she’s making a difference in the lives of ex-patriots relocating to the U.S. and aren’t familiar with the US insurance market.
“There is a very diverse group of people here,” Tracy said. “You learn a lot. The culture is fun and it’s just very rewarding to be able to help somebody from another country who comes here and needs insurance, letting them know they’re safe, explaining insurance and what it means to have this in the United States.”
Tracy noted that most of the people who call seeking coverage originally come from Japan. While there are a few similarities between Japan and the U.S. in terms of insurance requirements and how insurance works, there are far more differences. Clarifying what those differences are provides expatriates with a better understanding of their personal insurance needs so they can get the right coverage. This reduces guesswork and provides more direction for living and running a business in the States. Being a force for good and a source of guidance and comfort is part of why she’s been with MSIG NA for as long as she has. Plus, the work atmosphere, benefits and family-oriented culture are all top-notch.
“There is a great small group atmosphere [here] … that offers flexibility and awesome benefits, including a 401(k) with company matching,” Tracy said. “The environment and face-to-face interaction within the team is important for call center operations.”
To learn more about working for MSIG NA and why you may want to consider investing in your future with our company, visit our careers page. There may be an opening that fits your expertise.