WHO WE ARE.
Video Interview Preparation: What to Know Before You Log On
In today’s job market, video interviews have become very common. Whether you’re applying for a remote role or going through a hybrid hiring process, being prepared for a virtual interview is essential. While video interviews offer flexibility, they also come with unique challenges. Follow these tips to ensure your next online job interview goes smoothly and leaves a strong impression.
Choose the Right Location for Your Video Interview
One of the most important parts of virtual interview preparation is setting up a distraction-free environment. Choose a quiet, private space where you won’t be interrupted. Make sure your background is clean, simple and clutter-free. If you’re not in a professional setting, consider using a virtual background that looks polished and neutral.
Lighting tip: Face a window or lamp to avoid shadows and ensure your face is clearly visible on camera. Good lighting can make a big difference in how confident and prepared you appear.
Test your Technology in Advance
Technical issues can derail even the best interview performance. Be sure to:
- Confirm which video platform will be used.
- Download the app ahead of time and test the interview link.
- Position your webcam at eye level for better eye contact.
- Use a reliable headset or earbuds to ensure clear audio.
- Mute notifications and close unnecessary applications before your interview begins.
Doing a quick tech check the day before (and again 10–15 minutes before the interview) can help reduce stress and prevent disruptions.
Mind Your On-Camera Presence
Non-verbal communication is still important during a video interview. Sit up straight, maintain eye contact by looking into the camera (not at your screen), and smile naturally when appropriate. These small actions help convey confidence and professionalism.
If you’re taking notes, let your interviewer know at the beginning so they understand if you occasionally look down. And don’t be afraid to take a moment to breathe and gather your thoughts—pausing briefly can actually help you stay composed.
Prepare and Engage Like You Would for an In-Person Interview
Success in a video interview starts with preparation. Research the company, understand the job responsibilities and learn more about the team or department. Come ready with thoughtful questions that show your genuine interest in the role and organization.
To build rapport virtually:
- Nod and use facial expressions to show you’re actively listening.
- Avoid multitasking or looking away from the screen (unless you are taking notes and you’ve let your interviewer know).
- Refer to specific details in the job description to demonstrate your preparation. Read our blog about answering interview questions to help.
Dress Professionally, Even on Camera
Stick with the same professional attire you’d choose for an in-person meeting. Solid colors tend to look best on camera, helping keep the focus on you—not your outfit. Dressing professionally from head to toe can also help you feel more confident and ready to engage.
Helpful hint: Avoid anything that might distract from your conversation, such as noisy jewelry or overly bright, flashy patterns.
Send a Follow-Up Thank-You Email
Don’t forget to follow up after your video interview. Within 24 hours, send a brief thank-you email expressing your appreciation and reiterating your enthusiasm for the position. It’s a simple yet effective way to stand out and leave a positive impression.
Putting It All Together
Video interviews may be different from traditional in-person meetings, but they offer just as much opportunity to showcase your qualifications, personality and professionalism. By preparing your space, checking your technology, and staying present and engaged, you can approach your next virtual interview with confidence.
Are you preparing for an in-person interview also? Check our our blog about in-person interview tips.
For more job interview tips, career advice and information about Travelers culture, subscribe to the Travelers Careers Blog.
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WHO WE ARE.
Mastering In-Person Interviews: Essential Tips to Make a Lasting Impression
While video calls have become the norm in recent years, in-person interviews still offer unique opportunities to stand out. Meeting face-to-face allows you to pick up on subtle non-verbal cues, build stronger rapport, and create a personal connection—something that’s often challenging through a screen.
If you’re preparing for an upcoming in-person interview, this guide shares practical tips to help you shine and keep the focus where it belongs: on your skills and experience.
Prepare Ahead of Time: Location, Outfit, and Essentials
Preparation is key to a smooth interview experience:
Scout the Interview Location: Locate the office or meeting venue beforehand and plan your route to avoid any last-minute surprises. Account for traffic, parking, and building security to ensure you arrive on time.
Dress the Part: Choose a professional outfit that makes you feel comfortable and confident. When in doubt, it’s better to overdress than underdress.
Pack Your Essentials: Bring multiple copies of your resume, a notepad and pen for note-taking, and a water bottle. Don’t forget to silence your phone and other devices before the interview begins.
Start with Confidence
Start the interview positively with a warm greeting. A firm handshake paired with a genuine smile can set the tone for a friendly and professional conversation. Your body language throughout the interview matters—maintain good posture, make eye contact, and stay engaged.
If nerves arise, remember to take a deep breath. Pausing to collect your thoughts shows composure and confidence.
Showcase Strong Communication Skills
Good communication skills are crucial in person.
Active Listening: Show you’re paying attention by nodding appropriately and responding thoughtfully.
Balanced Eye Contact: In panel interviews, try to engage with all interviewers instead of focusing on just one person.
Preparedness: Research the role, team, and company thoroughly before your interview. Come equipped with thoughtful questions to demonstrate your enthusiasm and initiative. Refer to specific details in the job description to demonstrate your preparation. Read our blog about answering interview questions to help.
Follow Up to Reinforce Your Interest
After the interview, don’t forget to send a personalized thank-you email within 24 hours. This simple step reinforces your appreciation for the opportunity and keeps you top of mind. If your interview was a panel or with more than one person, send each person a note.
Remember This
In-person interviews offer a valuable chance to connect beyond resumes and digital screens. With the right preparation and mindset, you can make a memorable impression that highlights your qualifications and personality.
Are you preparing for a video interview as well? Here are tips to help you prepare for video interviews.
For more job interview tips, career advice and information about Travelers culture, subscribe to the Travelers Careers Blog.
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WHO WE ARE.
Travelers EDGE® Graduate Series – Diana Sanchez
Who is Diana? Can you share where you are from and a bit about yourself?
I’m Colombian and came to the United States when I was 14 years old. In Colombia, my dad was a Chief Security Officer for one of the biggest distribution companies there. Through his work, we almost lost him and after many threats to his and our family’s wellbeing, we decided to move to the U.S.
Moving here was a complex experience, and though we faced many obstacles, we were welcomed with open arms – from teachers and mentors through my time in High School Inc. (now the insurance and financial services pathway in Weaver High School in Hartford, CT), to the Travelers EDGE Program Manager Ivelisse Maldonado that started coaching me during my first internship with Travelers at 16 years old.
What is your current role at Travelers?
I am the Economic & Public Policy Insights Manager for the Travelers Institute, the public policy division of Travelers. I lead some of the Travelers Institute programs on various initiatives including Cyber, Forces at Work and the Wednesdays with Woodward webinars and continue to spearhead initiatives that add value to the agents and brokers who attend our educational symposiums and, in this manner, add value to our business partners and field leaders.
Prior to joining the company, where did you attend college and what did you major in?
Before coming to Travelers, I attended Central Connecticut State University (CCSU), majoring in Business Management with a minor in Finance.
What initially drew you to the Travelers EDGE® Program?
Three factors played a major role in drawing me to the Travelers EDGE® Program:
- Financial stability – I wouldn’t have been able to go to college if it weren’t for the support of Travelers EDGE. I am very grateful for this aspect of the program.
- Mentorship and internship experiences – After my first internship here, I realized Travelers was a great place to work given the coaching and internship opportunities provided by the program. Both of these aspects helped me learn more about working in a corporate setting as well as navigating the organization and adding value.
- Professional Development Institute (PDI) – The annual PDI event is filled with great speakers, workshops and networking opportunities. Not only did it help me with developing various skills and learning about the business, but it connected me with many people within Travelers.
Can you share your Travelers EDGE journey and how it led to your current position?
My Travelers EDGE journey was a bit of a surprise, honestly. Growing up, I always thought I’d be in the arts and entertainment world, but the program opened my eyes to the incredible opportunities in the insurance industry. The support I received through scholarships, mentoring and peer connections was life changing. It not only helped me get through college, but also helped me discover a career path I hadn’t even considered before. Now, I’m a manager at the Travelers Institute, and I couldn’t be happier with where my journey has taken me.
How did the program help you develop skills that are essential in your current job?
The Travelers EDGE program was instrumental in fostering a growth mindset, which is essential in my current role. It emphasized leadership skills, problem-solving abilities and critical thinking, encouraging me to approach challenges with a strategic and open-minded perspective. The program helped me shift from a fixed mindset to a growth mindset, allowing me to embrace learning opportunities and adapt to new situations effectively. This focus on personal growth and leadership development has been crucial in preparing me for the dynamic environment at the Travelers Institute, enabling me to lead programs, drive projects and contribute meaningfully to the company’s goals through our various business partnerships.
You said you had mentoring support through Travelers EDGE. How did that affect your career journey?
Yes, mentorship was a cornerstone of my experience. The Travelers EDGE program manager at CCSU was not only a great mentor professionally, but also helped me see my own worth. The guidance and support I received were instrumental in navigating my career path and making informed decisions that have positively impacted my journey at Travelers. Additionally, I experienced peer mentorship and became the co-manager of the peer mentoring program at CCSU during my senior year. This role allowed me to develop leadership skills and contribute to the growth and development of other students, further enriching my experience and preparing me for my career.
What makes the company culture at Travelers unique?
The culture at Travelers is something special. There’s a real emphasis on diversity, inclusion and professional growth. It’s a place where all employees are encouraged to participate in initiatives that foster a supportive and collaborative environment, and that’s been instrumental in my career development.
What advice would you give to individuals considering applying to Travelers?
I’d say go for it! Take advantage of the learning and development opportunities, like internships and mentorship programs. These experiences are invaluable in building a strong foundation for a successful career in the insurance industry. It’s a place where you can really grow and thrive.
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WHO WE ARE.
What to Say in a Job Interview: Preparation Tips from Travelers
Preparing for a job interview can feel overwhelming, especially if you’re not sure what to expect. But with the right preparation, you can walk into your next interview feeling confident and ready.
Whether you’re applying for an internship, development program or a full-time opportunity, we’re here to help. In this guide, we’ll cover how to prepare for a job interview, the types of questions you might be asked and how to answer them effectively.
Common Types of Interview Questions: Traditional vs. Behavioral
At Travelers, we use two main types of interview questions: Traditional and Behavioral.
Traditional Questions
These are straightforward and focus on your education or technical skills. Examples include:
- “What types of accounting classes were part of your major?”
- “When did you receive your certification?”
- “What is your comfort level with Excel?”
Behavioral Questions
These open-ended questions explore how you’ve handled situations in the past. Examples include:
- “Describe a time when you had to learn something new. How did you approach the process?”
- “Tell me about a time when you had to complete a task under time pressure. How did you handle it?”
Behavioral questions help us understand how you work, solve problems and collaborate with others.
A Helpful Tool: The STAR Method
One of the best ways to structure your responses to behavioral questions is to use the STAR method:
- Situation – What was the context?
- Task – What were you responsible for?
- Action – What steps did you take?
- Result – What was the outcome or what did you learn?
This structure helps you keep your answer clear and concise—while still telling a complete story with a beginning, middle and end.
How to Prepare for the Interview
Start by reviewing the job description and identifying the skills and qualities that stand out to you. Think about your own skills and past experiences, whether at work, at school or extracurriculars and line them up with what the role requires.
Write out a few examples that showcase those skills and practice talking through them out loud or even with a friend. This will help you to feel more comfortable when it’s time for the real conversation.
A helpful hint: don’t try to memorize your responses word-for-word. Instead, focus on remembering the example itself and the key takeaway. This approach will make your responses feel more natural and allow you to adapt in the moment, depending on how the question is asked.
Final Thoughts
You won’t be able to predict every question you’ll be asked. But arriving at the interview equipped with examples that highlight your skills and expertise will help you feel more confident in the conversation and focused on what matters most – showing show your experience and strengths align with the opportunity.
Most importantly, be yourself. Your interview is an opportunity to share what makes you uniquely qualified, your skills, your experience and your perspective.
Want to prepare more? Check out our tips for getting ready for in-person and video interviews.
For more job interview tips, career advice and information about Travelers culture, subscribe to the Travelers Careers Blog.
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Life at Travelers Podcast Ep. 6 – Benefits and Wellness
Kim: Welcome, everybody, to another episode of The Life Travelers podcast. I’m super excited about this one today. I have my guest here, Greg Landmark, and we are talking all benefits and wellness here today. So, Greg, welcome to the show.
Greg: Thank you. I’m excited to talk. Yeah.
Kim: Yeah, I’m super excited to have you. I just think this is such an important topic for our audience being, you know, potential talent, folks that might want to apply and join us here at Travelers. So, benefits is so key. So, thanks for being here today to talk about it. So, can you, first, just introduce yourself to our guests and maybe give a little background on how you got to Travelers?
Greg: Awesome. Yeah, absolutely. Thank you for this opportunity. So, again, my name is Greg Landmark. I am head of Total Rewards and People Analytics at Travelers. I started my career, I have a math/finance background, so I started my, my career as an actuarial consultant. So, I use that math to start my career as an actuary, did that for a little while, and then I decided I wanted to do more broad-based consulting. I loved that, too. But then, I was doing a pitch on something to Travelers at the time, and they didn’t buy my product, but they said, hey, we want to hire you to come to our organization. So, that’s a lot of my background. I was in consulting for a while, and that’s a short 25 plus years ago when that conversation happened. So, I’ve been at Travelers for a long time and have loved it, but I was able to use that consulting background to lead me into the career I have today.
Kim: Awesome, awesome. And when you are speaking with folks about benefits and wellness, total rewards at Travelers, what are some of those key benefits that you would tell folks about right off the bat?
Greg: No, absolutely. So, I, there’s three things that are core almost all the time.
Kim: Okay.
Greg: And of those three things, I’m going to start with why it’s unique at Travelers and I think we can differentiate ourselves amongst those three. And then I would talk about other things that we do that make us stand out. And the core ones that everyone thinks about is, health care’s one. Health care’s a hot topic in the, in the country, and it’s a hot topic for employees and stuff like that. So, most companies offer health care, but it’s a key employee, a benefit at Travelers as well. But at Travelers, we don’t just provide a health care benefit. We’re going to help you succeed at health care. That’s really an important differentiator that I think we do really well, and I can speak to that more as we’re in our conversation, but that’s one thing.
The other thing is most companies have a 401k plan. We have a 401k and a pension plan. So, we share that responsibility. We had, we have both. I think that’s valuable, and I think it’s helpful differentiator to our workforce.
And lastly, and this is one that people care a lot about is, paid time off. Right? And I think it aligns with wellness, and we support paid time off. We have a really strong paid time off program. Related to that though, at Travelers, we recognize that employees will have special needs at certain times in their life or they wish they had just a few extra days, and so, we allow people to purchase up to six additional PTO days each year. And if they don’t use them, they can cash them out at the end of the year.
Kim: Yup.
Greg: And a lot of people use that benefit. So, that’s a valuable extra benefit. So, those are, like, the core.
Kim: Yeah.
Greg: But I think the other thing that makes Travelers unique is we think about, kind of, what are people’s needs beyond that? Like, what are this, like, the, hyperfocus needs that are unique to individuals? So, like, we have, for people that have student loans, and student loans are a big topic in the United States, and, so, we have a Paying It Forward Savings Program that helps match your student loans with 401(k) match dollars. And so, there’s more details around it, but that’s a unique benefit that I think I would want candidates to consider when they come to Travelers.
We also have a caregiving support benefit. So, if you have a parent that lives in a different city and you think about, how am I going to support them from afar, right? There’s a, we have a benefit that helps you do that successfully. And so, it’s a great, it’s great from that perspective.
And then I’d also, maybe the last one I’d mention right now, we’ll get into more, too, is Travelers is really leaned into mental health on a significant… We’ll talk about that in more detail throughout this conversation I hope and, but I would just say, we provide, you know, up to eight free therapy sessions and eight free coaching sessions a year through a product that’s very user friendly so that people have access to therapists. The average time to therapist, if someone wants to see one within our plan, is 1 to 2 days. Kind of, in the real world is, like, 30 days, you know what I mean? So, I’m, I’m thrilled. I’m proud of that, too. And I’d want people to, kind of, know, I think it reflects the importance of benefits and the employment relationship at Travelers.
Kim: Yup, definitely. Thank you. That’s a great overview, Greg. I want to, I want to almost break down some of those. So, you mentioned a couple of things I just want to circle back to, the first being medical. Right? Health insurance. You said, we’ll help you succeed in health, in, in health care. What does that mean?
Greg: Yeah. So, health care is really complicated, right? So, there’s, there’s a few aspects of, it’s like, what type of health care benefit is best for you? And we have, what we’d say, PPO plans or traditional deductibles, coinsurance but, like what people are most used to. We also have a plan that’s copay- based only where, you know what, let’s, let’s purchase health care the way you purchase other products. So, when you go in for any type of health care, you can select which health care provider you want to go to in the higher qualities, lower price. But what you pay is a co-pay up front. You just, no, like, follow-up payments and something. So, you’re purchasing health care like anywhere else. And so, that’s unique. So, the design of the health care is unique at Travelers.
The other thing I would say that stands out is we really want to support how you navigate through health care. So, what that means is we will, we have a vendor partner that helps people find the highest quality health care providers, and it goes so far as to actually schedule any appointments for them. So, if you, and then we have expert second opinions. So, if you have something you’re concerned about, we have free expert second opinions that come with that.
Kim: That’s great.
Greg: And we have, we have those types of services. And then for a lot of specialized areas, we have unique point solutions that help people succeed. So, it’s not just about offering the benefit, but it’s helping you make the right selection, helping you navigate and then helping you succeed in healthcare.
Kim: It’s that education, that consulting piece. Right?
Greg: Absolutely.
Kim: And now you mentioned as well, turning away from, from health care, you mentioned the student loan benefit, the Paying It Forward Savings Program. I know that you match, right, what folks would put into their 401(k), you match towards their loans? So, how does it, how does that work?
Greg: Yeah. So, it’s, this is a great, great question. And proud of how we set out, set out on this. So, the whole intent is, we respect that a lot of people have student loans coming out of school or through their schooling experience, right?
Kim: Right.
Greg: And so, a lot of people have to decide, should I contribute to my 401(k) or should I pay down my student loan? And we would say, you know what, we should contribute to the 401(k) as a company on your behalf regardless of that decision. So, if you can contribute to the 401(k), we’ll match dollar for dollar up to 5% there. If you cannot, but you can contribute to, but you do have to pay off your student loan, we’ll match that up to 5%, too, and combined, it’s up to the 5%, but we’re, we’re going to match either or depending on your ability to pay, you know, so…
Kim: So, I can pay down my debt, but I can also know that Travelers has my back to be, you know, putting some money into my future.
Greg: Perfect. Travelers has your back. That’s a good way to say it.
Kim: I got it. Okay.
Greg: That’s perfect.
Kim: Yeah, that’s, that’s great.
Greg: And I should have maybe mentioned, if you don’t mind, up front, when I talked about the benefits that we have.
Kim: Yeah.
Greg: And I’ll get to it a little, I’ll talk to it more, but we do have this concept of, we really want to support people physically, financially, mentally. I think of all areas of wellness from that perspective.
Kim: Right.
Greg: And the only thing I’d say about that, too, is we really want people to succeed at work and in life. And benefits plays a very important role in that.
Kim: Totally, like student loans, like some of those things you might not think of when you initially hear benefits.
Greg: Agreed, agreed.
Kim: Totally. Okay. Let me, let me steer us a little bit towards corporate wellness programs. So, like, I know wellness is one of those pieces, right?
Greg: Yeah, yeah.
Kim: So, can you, can you talk or provide almost, like, an overview of some of those wellness programs we offer here?
Greg: Absolutely. So, again, wellness is so important. And I think we think about it as physical, mental, financial, think in three areas of wellness that we support. And then the, the one thing I’d say on top of that is we recognize the need to have wellness champions that support it. So, in addition to the programs we offer, we have, at more than our 50 largest locations, we have wellness champions that help support those initiatives. So, you can feel the importance of wellness throughout Travelers.
Kim: And those wellness champions, Greg, they’re employees?
Greg: They’re employees. Yeah, that’s part of their role. They do their job, but in addition to that, they’re so passionate about wellness that they say, hey, we want to locally support people in wellness. So, I think that’s an added benefit we have at Travelers as well. So, I’m, I’m proud of that.
When I think about, like, each of those areas, and I can get into more detail on physical, you know, financial and mental, so, if I think about our physical wellness programs, we, it’s interesting. We have a culture that likes to compete sometimes and interact and so, we have a, we have a lot of walking challenges and things like that. So, we have tools that help support people in their wellness initiatives and challenges and stuff. And we have app-based classes that people can use, like, from a physical wellness as well. But in addition to that, we have programs that support weight health and stuff like that. So, from a physical standpoint, we have virtual physical therapy that’s available, too, to support. So, there’s a lot of…
Kim: Nice.
Greg: …things that support physical wellness.
If I talk about mental wellness, and this is, you know, this is so, important, and what I would say is we have, I just mentioned before about, through our mental wellness program, employees have up to eight, you know, free sessions with a therapist, eight free coaching sessions, as well as a lot of cognitive, app-based things that they can do with our vendor and stuff as well that helps them succeed mentally. We also have the, the caregiving support program that supports people’s mental wellness. So, thrilled about that, too.
And then, I would say, financial wellness, you know, in, in addition to our Paying It Forward Savings Program, which, again, matches people’s student loan payments with 401(k) payments, in addition to that, we have something called goal booster that helps people build an emergency savings account and things like that. And then we have, a lot of, we maximize the use of our vendors by providing webcasts and one-on-one counseling in all of these areas to help people succeed.
Kim: Yeah. Yeah, I know, I personally, you know, I’ll get invites to various webinars and things that are about financial health, are about stress management, you know, there are all those different areas. And I’ve joined quite a few. I’ve benefited a lot, even if it’s chair yoga, you know, I mean, it can, it can really bring a bright spot to the day.
Greg: Our culture is interesting because across a lot of our vendors, it feels like we have a disproportionate amount of people that engage in some of those just because I think it’s part of our culture. People want to succeed, and they want to take advantage of the programs we have.
Kim: Absolutely. I know, especially physically. When it comes to, to the mental health, though, Greg, you know, there’s such a stigma still, unfortunately, and, and I know we offer these programs, but what is Travelers doing to combat that mental health stigma?
Greg: Yeah, it’s a great question. So, it’s a privilege to work at Travelers regarding mental health for a few reasons. Our CEO, every year in October, he does the all-employee meeting, he’ll talk about benefits and for a number of years, he’ll always put up this slide that says, shatter the stigma. And he puts that up there and he himself, from that platform, talks about the importance of mental health and to shatter that stigma. We’ve had, you know, our CFO has talked passionately about the importance of mental health. And we have a, we have that, a video of that that employees can see and it’s so powerful.
Kim: Yeah.
Greg: And then I am proud of the, the other benefits that we offer and the way that we promote them to your, to your point about, we’re promoting the benefits we offer. We make it available and easy for people to use…
Kim: Yup.
Greg: …and it just shows how culturally we’re embracing mental health. In fact, it’s incredible the amount of utilization we get in those programs.
Kim: Absolutely. As far as employee involvement goes, we talked briefly about the wellness champions. My videographer and I earlier today were actually, popped into a yoga session to get a little bit of footage for, for social media. What are some of those programs that they run and, and how do they get involved? You know, how much is their involvement?
Greg: Yeah, yeah. So, again, it’s part of our culture. There’s people that are especially passionate about it. We want to lean into that passion and help, help them help others, you know, succeed in wellness and so, we, I think these, a lot of programs that we offer, often the wellness champions are promoting our programs, but often they’re running, like you said, you had a yoga session that you saw. Today on The Link here, they had a gratitude where they’re painting rocks, and it says gratitude. As you’re on your way to lunch, you have a, can have this rock that says, here’s something I’m grateful for. And I think that it’s interesting because I wasn’t sure how that was going to play out, but the energy around it is pretty high. But then there’s also, like, as the weather’s getting better, there’s a lot of walking groups that they’ll, they’ll sponsor or different events they’ll sponsor just to, kind of, meet people where they are, varied opportunities, try to support wellness and again, build on that culture.
Kim: And build on that friendly competition.
Greg: Yeah, that’s part of Travelers.
Kim: I know we, we definitely feel it in my department. It’s really fun with the step challenges and things so. As far as, you know, benefits go, can you share any stories or examples of some employees, or stories you’ve heard through your time here, that have benefited from our, our wellness programs or our benefits programs?
Greg: Yeah, yeah. I’ll do a few and I’ll try to even hit each, each area of wellness from that perspective. So, so, I think that we have stories of employees that, and having been here for a long time, I see, you know, when people retire, they’re at the end of their career, and how grateful they are for the wealth that they’ve accumulated by having both a pension and a 401(k).
Kim: Absolutely.
Greg: And being focused on the education that we provide to help them save for retirement and all those things. So, it’s humbling often to hear people succeed at retirement. So, that’s, kind of, from that perspective, I think is stories that I hear often. Then, other stories that we hear from, like, from a wellness perspective, like I talked about the expert second opinions and, and it’s, it’s been interesting because our CEO, at some of those meetings, has shared some of these, these stories as well and had, like, videos of the people. But I’ll just, I’ll share a few.
So, if I think about that expert second opinion, there’s a family that was having, challenged in having a child and they got an expert second opinion, the person was able to help them understand what was the most challenging thing. We, we have a number of family building support programs that help them, and they were able to have children, and they had twins, and they have, I have a picture of their twins and, kind of, what… The journey they went through to start a family and to know that Travelers was part of that journey, and we helped them? Priceless. I, it’s so important.
And we have family building support, let me talk about caregiving support. We have an employee whose mother lived in a different part of the country, and the employee got a call that the mother was driving on the wrong side of the road and there was issues with the mother and all these things, and they were struggling because they didn’t know what to do. How do I support my mother, who lives somewhere else, who’s really mentally challenged to live independently?
Kim: Right.
Greg: And that’s not an easy conversation, really, for, for anybody or anything. So, we have this benefit where they reached out to this concierge, the concierge gets involved with them and their siblings, and with the parent in this case. It could be with a child, too, but in this case, was the parent. And they helped say, here are different assisted living choices, here’s in-home support, and that employee was able to get their mother the support they needed, get them to the right assisted living, and in a way that was respectful to the mother and that the employee felt good about and the whole family felt great about. So, it was, like, life-changing for them.
Kim: Absolutely. It’s that guiding light in such a time of turmoil.
Greg: Yeah. It’s incredible. And then I think, like, on some of the physical wellness benefits that we’ve provided, we’ve had, you know, different things from, you know, people’s weight health where they’ve achieved the goals that they wanted to achieve from that standpoint or even the, when I talk about, like, some of the physical therapy help that we provide…
Kim: Right.
Greg: …where people are doing activities that they didn’t think were available to them and stuff like, that. So, we have, across the spectrum, we have success stories. And I would say, you know, what, what are some of the things that motivates me on the benefits side? It’s about impacting people’s lives. And through our benefit programs, we get many opportunities to impact the lives of our employees. And so, we take that seriously and…
Kim: I can tell even just sitting here, like, looking at you telling the stories, I’m like, I can.
Greg: It’s emotional.
Kim: Yeah, I can tell. It means so much to you.
Greg: Yeah.
Kim: In the future, looking ahead, what new benefits or wellness initiatives are you excited about?
Greg: Yeah, that’s a, that’s a great question. So, if I think about, you know, so, we’ve talked about mental health, we’ve added a benefit around sleep, family building support, virtual physical therapy, caregiving, we’ve, health care navigation, we’ve done the co-pay based medical plans. These are all, like, things that are, kind of, in the, in the world right now that we’ve, we’ve spent time on. So, I think, I think we try to be at the forefront of innovation. And I think that’s part of our employment brand. So, a lot of times when people hear about new innovations in benefits, like, the caregiving support I talked about earlier.
Kim: Right.
Greg: We try to be leaders in that space. So, two things stand out to me. It’s, you know, staying aware of what’s hot in the market. And, and if I, if I’d say one next thing that’s interesting, and this, we can have a whole conversation on this topic, it’s gene cell therapy, where there’s certain procedures now, gene therapy procedures, that cure some things that have been difficult for society. They’re very rare and very rarely used, but for those that can use them, it’s life-changing for sure.
Kim: Yeah.
Greg: But the other thing I want to do is lean into the member experience and the awareness of employees. I want people to know that whatever the issue they’re having, that they have access to the right support at the right time, you know, for the right purpose. And I still think there’s, there’s more we can do in that space.
Kim: Yeah.
Greg: I’m actually optimistic that AI can help us play a bigger role on that. So, I’m thinking there’s opportunities in that space going forward. So, I, when I look ahead, those are some things I look forward to.
Kim: Definitely. I mean, I, for one, can’t wait to see what you do. I mean, everything you all have done, even in the most recent couple of years, has been huge.
Greg: Thank you.
Kim: So, I’m really looking forward to it. Greg, anything… Well, I know we covered a lot, but anything we didn’t cover that, that you think is important to mention?
Greg: I think, really important, if I were to close with something, I would close with this. Travelers has a stated purpose of taking care of our customers, our communities and each other. Part of taking care of each other is helping people to be well, physically, mentally, financially, through the benefits that we offer. And we take that very seriously at Travelers. So, it’s part of our stated purpose. Our benefits are aligned to that. It’s part of our culture, it’s part of our brand.
So, I would end by saying, we work really hard to impact the lives of our employees so that they can succeed in these ways. So, I hope, I hope that having this chance, whoever listens to this, I hope they come away from this recognizing that culture, recognizing that brand, recognizing how we’re trying to impact lives.
Kim: Recognizing how much it matters here.
Greg: It matters. Thank you.
Kim: And for folks who are listening, first of all, thanks for joining us once again. Secondly, if you’d like to see all of the benefits that Greg and I discussed today, kind of, laid out in our benefits brochure, no matter where you are in the world, you can always go to our careers website, that’s travelers.com/careers, under the Life at Travelers tab, there is the Benefits page. So, definitely check it out. Or you can simply type in travelers.com/benefits. So, definitely check it out. Thanks for joining us, Greg. Thanks so much for being here. Really, really appreciate it.
Greg: Thank you so much.
Kim: And for all our listeners, we’ll be back again soon with another episode for you. And until then, take care.
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Life at Travelers Podcast Ep. 5 – Workforce Solutions
Kim: Welcome, everybody, to another episode of the Life at Travelers podcast. I’m here with my friend Wes Alexander today and we are diving into Workforce Solutions. And for folks who aren’t familiar with that, we’re going to dig deep. Are you ready, Wes?
Wes: I’m so ready.
Kim: Okay, cool. So first, can you tell our listeners, you know, who you are? What’s your title? How’d you get to Travelers?
Wes: Yeah, I’m the Vice President of Workforce Solutions is my current title, but I came to Travelers about ten years ago now, initially working in employee relations (E.R.).
Kim: Oh, okay.
Wes: Right, so my background is in employee relations. And even before then, I was in employment law. But, yeah, my first job here was E.R. Now, it’s workforce solutions.
Kim: How did you go from law school, you know, being a lawyer, and now into working at Travelers and being in workforce solutions?
Wes: It’s really been a constant journey for me to try to find a job that I felt like was more conducive to my personality. So, the truth is, I got into being a lawyer because I really didn’t have a plan. I didn’t really know what it would take to be a lawyer every day. And I learned about 90 days into my law practice, once I graduated from law school, that I was in trouble.
Kim: Okay.
Wes: I never really, truly loved being a corporate lawyer. That’s what I was, kind of, a big firm law firm lawyer before becoming an in-house lawyer, which was better for me.
Kim: Yeah.
Wes: But it’s been a journey for me to really try to find something that I think really suits who I am as a person. And this most current position, I think, really does that for me.
Kim: Yup.
Wes: The, the long and short of it is, you know, when you’re a employment lawyer, which is what I was, your fiduciary duty, everything that I do, I’m responsible for making sure I protect the company.
Kim: Yes.
Wes: Right? So, it’s always a company-first mentality. When I moved into employer relations, the moniker is, you try to do what’s right for employees and what’s right for the company. So, it’s more of a balance. What I love about this job is that it truly is an “employee first,” right? So, I’ve gone all the way from company first, employee second to really, employee first. Not necessarily company second, I mean, this is a company function, but my goal is to, when you call me as an employee, to work with you in terms of your issues and really to put your interests first in terms of trying to figure out what’s best for you.
Kim: Yes.
Wes: And if that doesn’t align with what’s best for the company, we can, kind of, find ways to get there. But just my mentality, and my focus, being able to shift in terms of being, like, an employee-first resource, that’s been my, that’s been my journey and I think that’s actually why it works for me.
Kim: So, this role you have now is authentic to Wes.
Wes: It is. It truly is. I mean, I’m, I think I’m one of the, I think I’m one of the blessed people that, you know, it’s not necessarily, from my standpoint, in terms of how much money you make. It’s do I get a chance to wake up and do something that I, on some level, enjoy doing? This job has done that for me.
Kim: Yeah. And it’s being blessed, but it’s, it’s also working for it, right? You’ve come a long way, right? And you’ve been searching for this.
Wes: Absolutely. You know, a lot of internal work and just a lot of luck, to be honest, right? Being in the right place at the right time. And I think that, you know, the good thing for me is that my background in employment law, in employee relations, it really does suit and support the work that I do now, like, just being able to issue spot and just, you know, dealing with manager issues, employee issues. That’s something I’ve been doing for the last 20, almost 25 years. But being able to do it from this lens, in this capacity, that’s the part that I think suits me the most.
Kim: Yeah, definitely. So, so, before, because I have a million more questions, but before we get into that…
Wes: Sure.
Kim: …let’s talk about workforce solutions from a high level. Because, you know, we were talking before this episode, not many folks might know what that is. You know, what is that? We know the words, “employee experience,” sure.
Wes: Sure. Yeah.
Kim: But what is workforce solutions and, you know, what is your team doing on any given day?
Wes: Yeah. It really is a function that’s niche to Travelers. So, let me start with that.
Kim: Okay.
Wes: And the truth is the idea of the function, I wish I could say it was mine, but it wasn’t, it’s really Alan’s (CEO), right? I think what he was trying to ensure was that, you know, that there were places within Travelers where people can go to just make sure that they could speak authentically, truthfully and it was safe.
Kim: Yup.
Wes: The thing that I say all the time is, you know, we, my group, we don’t have a, we don’t have a monopoly on safe spaces, right? I guess, the hope is that many employees, they’re going to find their people, right? Whether it be some other employee or their manager or even their HR generalist, right? Somebody that they can talk to and speak freely and openly.
Kim: Yup.
Wes: Hey, this thing is bothering me, or this is causing me to struggle on my job or whatever the case is. Right? But I think the beauty in this is that Alan was able to, and my boss, now, Diane (CHRO), Alan and Diane Kurtzman is really, this is their brainchild. I think their thought was understanding that, while there will be people who are able to find their people and find safe spaces, we have 30,000 employees.
Kim: Right.
Wes: So, there are always going to be people who are, kind of, on the outside and they don’t know where to turn. They don’t know where to go. That is the, that is the genesis. That is the crux of our practice, right? Being able to just be this open space where you can call and the sheer fact that you call is confidential and anonymous and your issues, you know, again, with some, with some guardrails, are going to just be held with my group first, and then we can decide, kind of, where you go so that you can feel good and safe about what it is that you share. So, that’s the, the high level. I mean, we break it down into certain components. We can get into it as much as you want.
Kim: Yeah.
Wes: But at the end of the day, you know, when people ask me what I do, what I try to tell folks is that our North Star, this Workforce Solutions North Star, it’s providing safe spaces for employees, places for employees to go when they don’t know where to turn.
Kim: Yep, yep. And I’ve seen you do that, you know, personally even through, you know, we have meetings with, you know, members of HR where we talk about certain topics or a listening session with a Diversity Network, right? So, it might not be the employees coming to you, but more so, hey, we’re going to host this for you, you know, bringing it to them.
Wes: Yep.
Kim: So are there, you know, can you talk about those experiences and maybe others that I might not have mentioned?
Wes: Yeah, I kind of break them down into a few different categories. Right? So, the first category really is designed to be this open space. Literally any employee at any level can reach out to myself or the Workforce Solutions team.
Kim: Small but mighty.
Wes: Small but mighty. But you can reach out to us, get on our calendar, and in those conversations, we can consult, we can coach or we can just listen. So, that’s, kind of, one big bucket.
Kim: Yep.
Wes: The second big bucket is this idea of what we call sensing sessions, which is some leader, some topline leader will say, hey, you know, I have questions about how people are experiencing, you know, my organization.
Kim: Yeah.
Wes: It doesn’t have to be, by the way, like, a trouble situation. Sometimes it’s, you know, we’re coming in because there’s noise, but other times it’s just we’ve made changes or we’re restructuring or we’re, you know, establishing a new business process and I want to see how my people are really, you know, feeling about this. Can you, Workforce Solutions, come in, put people in rooms or maybe even have one-on-one conversations and really get underneath, like, how is your job really? How do you feel about this change, really? Because the truth is we’re just people, right? And while I think most of our leaders, when they really do ask, they’ll say, you know, we’re changing this thing. Kim, let me know how this feels to you.
Kim: Yes.
Wes: And you may be the employee who’s, like, totally comfortable raising your hand in 3GS (Auditorium) and saying, you know what, senior leader? I don’t like this. Right? And by the way, bless those people. Right? Those are important people. And, and I believe we do try to encourage that. And I think many employees will feel comfortable doing that, but we’re people, right? So, some employees will hear that question and look around and, you know, their boss is in the room, or maybe their boss’s boss is the one that’s on stage.
Kim: And it doesn’t feel like the place.
Wes: They sit on their hands.
Kim: Yeah.
Wes: Right? And then they go outside and they find somebody they trust and say, why are we doing this?
Kim: Yeah.
Wes: Right? Like that’s most people, right? And, and, and what we want to do is, for those folks who aren’t sure where can I go for, for truly explaining how I feel about this business change? The sensing session is designed to provide that space for you, put it in the aggregate, keep you safe, and then roll it back to your leader and say, hey, here are the three or four things that your people really think about this change.
Kim: Yes.
Wes: So, that’s another big bucket. The last, kind of, big bucket that I’ll mention is what you were talking about. This idea of hosting conversations, safe spaces for employees to talk about things that we generally don’t talk about at work.
Kim: Right.
Wes: I think it’s really important for me to say out loud, like, you know, this isn’t just a free for all, and these are always voluntary and are always structured. We have a set of ground rules.
Kim: Oh, yeah.
Wes: Like, we’re really adamant on adhering to in terms of making sure that people, instead of just getting on some call and espousing wild opinions or just giving their, you know, theories on the world, instead, what we really, what’s important for us to gather is, what’s your experience? What have you seen, what have you gone through…
Kim: Those “I” statements.
Wes: “I” statements, leading with an “I” statement and ensuring that, you know, when you speak your truth, there’s nothing to argue about. Your truth is your truth.
Kim: That’s right.
Wes: So, we can’t get into a back-and-forth conversation about what happened to Kim, because what happened to you is what happened to you.
Kim: Right.
Wes: Instead, we use that to draw connections. Maybe I can build something, I can take something that you’ve experienced and put it into my life.
Kim: Yes.
Wes: Right? That sort of thing. And we get closer and more connected because we learn more about one another as people and I am a firm believer that the better we know each other as people, the better we’re going to ultimately produce business outcomes, which is what this is all about.
Kim: That’s right. Well, it builds community. It shows you that people share your experiences…
Wes: That’s right.
Kim: …that you might not know about.
Wes: Right, or not. Right? It’s like, oh my gosh, I didn’t even know.
Kim: Well, that’s stimulating self-reflection.
Wes: Right.
Kim: Yeah.
Wes: Why haven’t I experienced that or how would I handle that or what can I take from this?
Kim: Absolutely.
Wes: That’s, that’s a lot of the work, too. So, those are, kind of, like, the main, main buckets of providing safe spaces.
Kim: Right. It’s important work. And Wes, what do you think it is about you said this is, you know, niche to Travelers.
Wes: Yeah.
Kim: What makes Travelers different in this space?
Wes: I think it’s our commitment to our culture.
Kim: Yeah.
Wes: If you have heard Alan talk through what’s important to him, what’s important to us and not just him, what is historically, traditionally been important to Travelers in terms of putting the place first and being invested in everybody else’s success and really, truly being collaborative and really thinking what’s best for the place long term. Those are the components, right?
Kim: Yep.
Wes: And when you take the work that we do, it hits on all those things.
Kim: That’s right.
Wes: Right? Whether it’s, you know, hey, here’s an opportunity to put the place first because we are going to allow for employees through focus groups to really express their experiences and, and tell their leaders how they feel in a candid way, right? And here’s a leader putting the place first, for example, and saying, you know what, this may not feel good to get this feedback, right? Like, I don’t know exactly what these employees are going to say when I allow Wes and his team to come in and lift up the hood, but I am going to put my self-interest below the interest of the place in that I really want to know what is best for the place.
Kim: Yes.
Wes: Like, that’s what I think makes Travelers want to have a group like this. I think this is what connects to our culture and the fact that our culture is really important, and I think that’s why Alan has allowed for this and wanted this…
Kim: Yeah.
Wes: …because I think, and again, I don’t want to speak for the man, but I think if he were here, what he would tell you is that our culture is one of our competitive advantages.
Kim: Yeah.
Wes: Right? We sell insurance.
Kim: Yeah.
Wes: Just like the other places that sell state and federally mandated, like, insurance. Right? This is a product that has government regulations so you can only do but so much. So, what’s going to make us different?
Kim: What’s inside the walls?
Wes: I think it’s our culture.
Kim: Yeah. And, and your daily role is, you’re embedded in the culture just based on the work you do.
Wes: Yeah.
Kim: How do you personally experience the culture outside of your day-to-day? What are what else are you involved in?
Wes: Yeah, I think for me, how I personally experience the culture is a couple of ways. One, I’m involved in the Diversity Networks. I enjoy the work that we do just in terms of showing up for those cultural events, learning those experiences, getting to learn the experiences of others. I’m here for all of that. You know, I also like to, just on behalf of the organization, you know, I participate in a couple of different, kind of, outside, one’s, a nonprofit. It’s the Urban League of Greater Hartford, and I participate on behalf of Travelers and I love to be able to do that because it’s a community organization designed to improve the local community in which we sit.
Kim: Yes.
Wes: I sit on the Governor’s Workforce Council, again on behalf of Travelers, to try and push initiatives that, from a statewide perspective, are trying to get people at work and figuring out how Travelers can be a part of that.
Kim: Right.
Wes: Right? So, you know, I do that, I think, because as I’ve now continued to be here, I think it’s important for me to also show our connection to our community, because we’re such a big employer here.
Kim: Yeah.
Wes: And people hear that I work at Travelers or hear that, you know, I have a connection to Travelers, and they want to hear more about what it is that we do and how we’re investing in Hartford. So, yeah, I try to do that because I think, again, I think it’s important for us to be connected.
Kim: Yup. Definitely. So, at the beginning of the conversation, we were talking about how you moved from a role that didn’t feel as authentic to you…
Wes: Yeah.
Kim: …and into this role now. Would you change anything about your journey?
Wes: No, not one thing, because each experience builds on, and then allowed me, to get to this point. So, no. It was tough, and there were some moments where, I’m going to tell you, I really disliked getting up in the morning and going to work, right? Like, just knowing you’re in the wrong job?
Kim: Yeah.
Wes: For me there was nothing worse, right? It had an impact on how I showed up in other places, too, at home with my kids, with my wife. So, no, it was, it was, it was necessary, I think, to be able to that now be, like, comfortable and credible and having those experiences in employer relations and as an employment lawyer, I think it really does lend and assist me as I do this job. So, it was needed. It was just my journey, you know, and it just kind of worked out this way for me, but also I was intentional about it, too, like, I was honest with myself about, hey, you know, I’m doing this and I’m trying to feed my family, but I don’t love this so I got to keep trying to move towards something that feels better for me.
Kim: That’s right. And I ask all my guests this.
Wes: Yeah.
Kim: If you were talking to somebody who’s interested in working at Travelers, what would you tell them?
Wes: I would tell them that Travelers, I think success at Travelers is really, a two-part formula.
Kim: Okay.
Wes: I’ve said this all the time. Number one, whatever it is that you are asked to do from a perform standpoint, whatever that thing is that makes you a subject matter expert, right, and all the things that we do here, you got to be great at that. Right? Because we are a perform culture. You have to get your job done. It is table stakes for you to come in here and be nice at what you do. I think that’s number one.
Kim: Okay.
Wes: I think the second piece of the Travelers formula is that you have to be committed and willing, if you are looking to get more, to put yourself out there and build relationships because I think our culture matters. I think we’re a relationship culture, and I think it does impact how people speak about you when you’re not in rooms, in terms of how you show up. Right? Are you willing to bring answers to the table, are you, you know, making connections with people, maybe outside of just the normal people that you work with? Or even just the people that you work with. Are you invested in learning who they are? I think that this is, and I don’t mean this as like a negative or a pejorative, but this is not my first rodeo, right? I’ve been in a lot of different corporate spaces. Travelers is the most relational place I’ve ever worked. And I don’t, you know, I don’t say that’s good or bad. I just say it is. Right? So, to me, I want to give as many people, like, what I think is, the answer to the test as possible. Like, the formula. Be super good at what you do, plus make relationships, equals success here. I just, I’ve seen it now too many times…
Kim: Yeah.
Wes: …right, to not believe that that is the formula. So, that’s what I would say to anybody. Like that, to me, is, that’s how, that’s how you move through this place.
Kim: Yep.
Wes: Kill your job, meet, invest and, and, take the time to build relationships with people.
Kim: Yep. Yep. Now, Wes, I feel like you brought an energy to this episode. It’s just a feeling I have. You might have heard that before.
Wes: Yeah, yeah, I can’t help it.
Kim: I feel like people will hear this, and they might want to connect with you to learn more about Travelers.
Wes: Yeah.
Kim: So, if folks, because we’re going to post this out on social media, if we tag you…
Wes: Please.
Kim: Awesome. Well, thank you not only for being here Wes, but also, just for the work you do because it is so important, you know? And I know you feel blessed and a little bit lucky and that sort of thing, but, you know, you, you bring so much to the company and it’s very much appreciated.
Wes: No, I appreciate it. I say this all the time. This only happens because our leaders allow it to happen. I mean, when you think about exactly everything I just said, this only happens if I have the support of the most senior leaders in this organization for the work that we do. If they think it’s important, if they’re going to, like, push their people to utilize this, right? So, you know, I’m just I am thankful, but I’m only, you know, right, I realize that I’m only as good as the invitation. Right? So, you know, as much as I can really impress upon you all that this is, this is our leaders’ doing and them just allowing us to have this space to do it, knowing that this is niche, knowing that this is something that doesn’t happen in other places, again, I think it speaks to how special our culture is.
Kim: Awesome. Well, thank you, Wes, and thank you to our listeners. Thanks for joining us once again and we’ll be back very soon with another episode for you. Until then, take care.
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Life at Travelers Podcast Ep.4 – Community and Volunteerism at Travelers
Kim: Welcome, everybody, to the Life at Travelers podcast. Another great episode for you here. Today, we are diving into community. And so, I have a couple of guests here with me today, Rita Ortiz and Lisa Cameron. Here to talk all things community and volunteerism and philanthropy here at Travelers. So, I’ll kick it over to both of you. Do you want to introduce yourself and tell us what you do here?
Rita: Want me to go first, Lisa?
Lisa: Yes, sure.
Rita: Alright. So, I serve as Senior Director in Community Relations for the Travelers Company and Assistant Vice President of the Travelers Foundation. I help to manage the company’s giving portfolio in Minnesota and I’m also responsible for the management of Community Connections employee field office grants, which support volunteerism in the field, matching and volunteer rewards, which we’ll talk about in a little bit, and I also serve as a consultant for our international offices.
Kim: So, you’re bored, really.
Rita: A little bit. Yeah.
Kim: Excellent, Rita. No, that’s amazing. Thank you. And Lisa?
Lisa: Yes, I’m Lisa Cameron. I am the Vice President of Enterprise Billing and Receivables Management, which is a very fancy way of saying I lead the team that collects almost all of the money that runs through Travelers.
Kim: Gotcha. Excellent. Well, thank you both for being here. I’m super excited to get into this today. So, Rita, I’ll start with you. Can you share some insights into the Travelers approach to philanthropy?
Rita: Absolutely. So, Travelers believes that strong communities are sustained by educational and economic opportunities, and we’re dedicated to assisting our communities in actually generating those opportunities. We focus on inclusion, and we target our giving and our volunteerism to help advance academic and career success, develop thriving neighborhoods and create culturally enriched communities.
Kim: That’s great. Okay. And can you tell us a little bit about your team, the Community Relations team here at Travelers and, kind of, some of your strategic tactics that you use?
Rita: Sure. So, we have a great team. We consist of seven members. Marlene Ibsen is our leader. She serves as the CEO and President of the Travelers Foundation, and Vice President of Community Relations. Then, we have our operations team, which is led by Tara Spain and Kelly Fournier and Kim Tallard, and their additional efforts include post-secondary education and attainment, which includes our Travelers EDGE® program, Empowering Dreams for Graduation and Employment, which I’ll talk about a little bit later, our small business support programs and the culturally enriched initiatives such as Art Speaks. And Roxanne Ringuette serves as manager for our national and local employee involvement programs and other efforts. And Erin Haberman leads our Hartford partnerships and our disaster relief, resilience and response efforts, which include a focus on affordable housing, and our Travelers fortified communities initiatives.
We’re driven by our strategic pillars, which include business alignment. We’re always working to align to the business. We have signature programs, which also connect back to the business. We provide thought leadership in different arenas such as attending conferences. We promote inclusion and aligning with ED&I’s [Enterprise Diversity & Inclusion] efforts. And we’re always working to drive impact relating back to the company, maybe tying back to the brand as we have employees going out to volunteer. They have the Travelers branded T-shirts on. So, we’re showing our good efforts there. And lastly, our business integration strategy. Our team serves as liaisons and consultants to all Travelers business lines and the Diversity Networks.
Kim:
Wow. Amazing. And just seven of you are doing all of that.
Rita: Yes.
Kim: It’s wonderful work and thank you for sharing that. And you mentioned matching gifts, volunteer awards program.
Rita: Yes.
Kim: What does that entail?
Rita: Sure. So, we help amplify our employees’ generosity with matching gifts and volunteer rewards. So, from 2014 to 2023, we matched our employees’ gift of time and treasure with $21 million. That is nothing to…
Lisa: Amazing.
Kim: Yeah.
Rita: …laugh at. Our program offers an annual cash match of up to $500 per employee for donations made through our online portal. And employees are also eligible to earn volunteer rewards at a rate of $20 per hour logged, which then they can designate to eligible charities in our system, and employees can earn up to $1,000 annually. So that’s $1,500 that employees have in benefits to support organizations that they care about.
Kim: Yup, I know, I can say, personally, I’ve logged my hours in years past. I know we talked before the podcast episode, I have to do mine for this year.
Rita: Yes, please.
Kim: And yeah, I’ve been able to get those rewards back and give them to charities, I mean, I get to hand select the ones that mean so much to me and it feels really impactful. You know, it feels like the work we do matters. So, I love that we have that.
And, Lisa, I want to talk with you a bit about your volunteering experience. I know that you have a plethora and I know you’re logging your hours, too, right?
Lisa: Yes. Although, I am a little behind this year, so I will get it done before the end of the year.
Kim: We have to-do’s, Rita. Lisa and I have takeaways.
Rita: You have to do this. Our goal this year is 120,000 volunteer hours and we’re almost there.
Kim: Amazing.
Rita: So, please, ladies.
Kim: You got it.
Lisa: I have it on my calendar to do it before the end of the year, I promise.
Kim: So, Lisa, tell me about your volunteering experience.
Lisa: Sure. So, I am a lifelong volunteer. I started out young in life doing service projects and it carried into my adult life. And I try to do things that are meaningful to me, personally, and also can tie into my own life. So, some of the things that I’m focused on right now, I’m on the board of my daughter’s Montessori school because she’s important to me and I want to give back in that way…
Kim: Definitely.
Lisa: …but I also focus in the greater Hartford area, primarily on food and shelter stability. And so, I’ve been on the board of one charity in particular, Hands on Hartford, which that is their core mission. They help individuals that are experiencing homelessness either find housing or give them supported services. They also help feed families through their food pantry and other services and also help feed the community in a dignified way through their “pay what you can” contribution-based restaurant. So, I’ve been on their board for nine years and that definitely helps fill my cup as well.
Kim: Oh, thank you for sharing that. And I’m curious through your experiences and Rita you as well, you know, any interesting volunteering stories, you know, experiences of giving back that have touched you, touched the people you’ve served? I’m curious.
Lisa: So, I would say, you know, as I do my work with Hands on Hartford, sometimes I get to come face-to-face with the clients that we’re serving, and sometimes it’s conceptual. And so, one evening I was at a fundraiser at Hands on Hartford’s office over in Parkville area, and coming out of there, I saw someone on a street corner who appeared to be experiencing homelessness. It may have been temporary, I’m not sure. Very young man. And he had a sign up that he was hungry. And while I don’t personally feel good handing money out of my car window, I did realize that I had not eaten my lunch that day and so, I had an apple and a protein bar and some other snacks in the car. So, I rolled down the window and I went to hand them to the young man, and before he even had his hand out of the window, the apple was already in his mouth. And it was so impactful to me to see firsthand someone experiencing that, and also know that I could do something very small to help them. But then, I also educated him about Hands on Hartford, which was less than a half a mile away, and let him know that that was there as a resource for him and that he should potentially connect with them and see what they could do to support him. So, it just really reinforced “the why” for me and put it in a very real and tangible way for me.
Kim: Of course. That apple for him will probably translate into a much bigger thing. So, thank you for sharing. Rita?
Rita: Yeah. I can think of many examples but the one that comes to mind is through our Empowering Dreams for Graduation and Employment program, EDGE, that I mentioned earlier. It’s our education signature program where we’re supporting students in a variety of ways – introducing them to insurance and financial services, especially at Travelers, and supporting them with scholarships and, hopefully, internships. And we’ve had a number, hundreds of students go through the program and some come to work at Travelers, ultimately. We’ve had some of those students that have, in turn, now become mentors for the next generation of Travelers EDGE scholars coming through the program. And I think that just says a lot.
Kim: Yeah, it’s a continuous loop, almost.
Rita: Giving back.
Kim: And now I know we are talking a lot about employees volunteering, right? And so, when folks are potentially interested in coming to work for a company, apply for a position, you know, with Travelers, for example, right? They want to volunteer, but they’re wondering, am I using sick time for that? Am I using, you know, PTO or… How does that work where folks want to volunteer, they want to take some time off of work to go do that. What is the Travelers policy?
Rita: Yeah. So, we definitely believe that volunteering, or even serving in a civic capacity, offers opportunities for professional growth. And we believe that it can also provide opportunities for team building. Right, Lisa? Like, we’ve had a lot of teams come together and do things, even internally, at Travelers. A great way to build teamworking and networking and some bonding. So, our policy suggests that employees must seek approval from management, from their managers in advance, if they require time off from work to participate in activities, for both volunteering and civic service. And it’s primarily for company-designated opportunities. So, it’s pretty flexible, I would say.
Lisa: Yes, for sure.
Kim: That’s great. Yeah, I know on my team, we do, we try to do multiple times a year, we all get together, right? Because we’re all in different states. And, oftentimes, you know, my leadership will say… I’ve worked with you, Rita, oftentimes about, you know, we want to do something all together. We want to go out in the community while we’re all together and do something outside, get out of the office. And it’s true, the team building aspect is huge. We have some of our best memories from those times together. Times of laughing, right? And times of being very touched and impacted. It’s so important and I can say, you know, as an employee at Travelers, I so appreciate that flexibility. It’s so important.
Rita: It’s been great working with you and creating some of those opportunities with your team.
Kim: Yeah. No, it’s been really fun and I look forward to the years to come, you know.
So, thinking about candidates, right? Thinking about Travelers as a potential employer, still keeping that lens, what would you tell somebody who might be interested in working at Travelers? It’s a question I always ask my guests because I’m so curious, from your different perspectives, what would you tell somebody? Either one of you.
Lisa: So, I’m a newbie here. I’ve been here just over four years. A newbie in the terms of Travelers tenure. And I will say, it was very refreshing to come into a company that was similar-minded to me as far as my approach to philanthropy and giving back to the community. It was just so refreshing to know that I did have that ability to serve on boards or take my team out and do an activity. So here, I would say, it’s a place that values that and creates those opportunities throughout the year and it’s just a wonderful thing to experience.
Rita: Yeah, it’s so cool to share that, last year, Travelers, teams hosted more than 300 events and fundraisers out of Travelers’ Community Connections platform, it’s our internal platform, and that’s compared to 156 in 2022, which is a 96% year-over-year increase. That’s quite an accomplishment. And I know that this year we topped that number even more. So, we haven’t finalized those numbers, but there’s no doubt in my mind. And again, last year, we logged 103,000 hours and we’re approaching 120,000 hours.
Kim: Wow.
Lisa: Amazing.
Rita: I’m just blown away. You know, before COVID, and we always talk about COVID, in conversation COVID always comes up.
Kim: I know.
Rita: We were well above approaching 150. So, the fact that we’re back to 120, I think, says a lot about our culture.
Kim: Yeah. Excellent. Thank you for doing that. And yeah, it’s embedded in the culture. You can feel it. You know, it’s not just, oh I, you know, I go home in my normal life and I do my volunteering as an individual. No, I’m in Diversity Networks and we’re volunteering together. I’m in my own business unit and we’re volunteering together. I’m a Leadership Development Program participant and we’re doing it. You know, it’s embedded in the culture. You can feel it. And so, I’m not shocked we’re bouncing back. It’s great to hear as far as the number of hours.
We’ve talked about a lot today, but I’m wondering if there’s anything we haven’t touched on that’s important to, that either of you would want to circle back to.
Lisa: So, I would just say, if you’re someone that maybe hasn’t made the time to volunteer yet or you’ve been thinking about volunteering, you should absolutely do it. Find something that is meaningful to you that hits close to home or warms your heart and do it. Because, even though it feels like you’re giving as part of that volunteer process, you’re actually going to receive far more than you give and it is the most rewarding thing that you could possibly do.
Rita: Yeah, Lisa, I couldn’t agree more. I think, volunteering also helps to build some skill sets that you might be looking maybe to, that next job promotion within Travelers. Go out and find a nonprofit that could help you build that skill set.
Lisa: I would agree with that 100%, because early in my career, I had a significant fear of public speaking, I didn’t have an opportunity to manage people right away, and I didn’t really work on projects that often. And through my volunteer work, I was able to get some of those skills and work towards overcoming my fear of public speaking. Although, it’s always a little bit of a work in progress, I feel a lot more comfortable now than I did back then.
Kim: Yeah. No, you seem like a natural in front of the mic.
Rita: Absolutely.
Kim: I would say, too, thinking about it while we’re talking, and it’s growing your network and connections, too, right? I, and right, here comes the pandemic again. But during the pandemic, I had signed up for delivering groceries to an elderly couple and, I think we were months into this going on, and I ended up finding out that the woman was a Travelers retiree. And it was this really, you know, spur of the moment, you know, spontaneous thing that I got connected with them. They ended up being in my Travelers community and now I get Christmas cards, birthday cards from them, you know, it created a real friendship. And, yeah, like you said, Lisa, you get back what you give and more. So, I would echo both what you’re saying. It brings a lot. It brings a lot, too.
Well, thank you both so much for being here. This was really fun.
Lisa: Yes. Thank you for having us.
Rita: Thank you so much.
Kim: It’s such an important topic. And, like Rita said, if you want to learn more about our community involvement, you can check out our website and thank you for listening, as always, and we’ll be back, very soon, with another episode. Take care.
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Life at Travelers Podcast Ep.3 – Claim University
Kim: Welcome, everybody, to another episode of the Life at Travelers podcast. Today, I have my guest Chris Day here with me to really dig into what is, at times, an unknown treasure of Travelers. That is Claim University.
And so, we’re going to talk all about Claim U, what’s there, what happens there, and some of the really, behind the scenes, look and information that our expert Chris here is going to chat about with us. So, let’s get started.
Chris, why don’t you just introduce yourself to our listeners?
Chris: Sure. Thank you very much and thanks for the opportunity to be here today. Yeah, my name is Chris Day. I currently am the Assistant Vice President for Catastrophe Response. And I work at Claim University.
Kim: Awesome.
Chris: I’ve been with Travelers since 1999. I spent all of my time in claim, most of it in catastrophe. I’ve had a chance to go to a lot of different places around the country for catastrophe response and do a lot of different roles. Before I was with Travelers, I was, I spent ten years in the military.
Kim: Thank you so much for your service.
Chris: Thank you. But I had a great opportunity to learn a lot after college. I went into the service after college. And, maybe a little bit more about myself. Away from work I enjoy spending time with my family. My wife and I have a very active seven-year-old…
Kim: Alright.
Chris: …and when I’m not, sort of, chasing her around, I stay busy with a lot of activity in sports. I swim for the Connecticut Masters Swim Program, represent Connecticut at the Masters swimming level. I swam in college and have continued that on through, throughout the time since I was in college.
Kim: Awesome. So, you’re reveling in the chaos at home, at work…
Chris: Always.
Kim: Alright, awesome. Alright. So, let’s talk about Claim U and why we’re here today. Can you tell our listeners, you know, what is Claim University? What happens there? Who works there? Just give us that inside look.
Chris: Sure. Claim University is a 200,000 square foot multi-use facility. It’s out in Windsor, so, a little bit north of Hartford.
Kim: Okay.
Chris: It houses both our flagship training facility…
Kim: Yup.
Chris: …for Claim University, where we train our claim handlers, our claim team. It also, it has a world-class conference center. It houses one of four Customer Service Centers, where we, you know, take first notice of loss calls from the customers. It houses our Catastrophe Management Center and also houses our brand-new Risk Control Lab.
Kim: Okay, so a couple of things going on there.
Chris: Lots of activity, always, with a bunch of different people from a lot of different disciplines.
Kim: Yeah. And I know my first time over at Claim U, I was, shocked, amazed, right, because the facility is so… Can you talk about, like, the Auto Lab, Property Lab, even the Workers’ Compensation Lab there?
Chris: Yeah. So, yeah, starting with Claim University. First, a couple of really cool statistics. So, Claim University hosts more than 250,000 hours of training…
Kim: Wow.
Chris: …in a year, 7,500 annual onsite learners, so, people traveling in to take classes. So, a lot of classes online, but a lot there. And more than 80,000 total enrollees into Claim University-lead classes, both virtual and live. I talked about… Maybe I’ll start with the Risk Control Lab, too.
Kim: Yeah. Sounds great.
Chris: That’s the newest facility right there.
Kim: Yup.
Chris: So, industry-leading space, really a world-class bench-top laboratory space. They do claim investigations and risk control. So, they’re helping out our customers keep their employees safe…
Kim: Yup.
Chris: …and also investigating claims, you know, cause and origin, fraud investigations with just an array of scientific and technical expertise. Then, the laboratory spaces. So, you’ve got an auto lab with dozens of cars and heavy equipment that have been in actual accidents that are used as learning resources for the auto trainees that move through and claim handlers who are advancing their career as they move up. And then the same thing for property, not only full-scale, live mock-ups of equipment, but building components that they can train on, but three full-scale buildings that are fully functional. So, two houses and a commercial space. And all of those have full electrical and mechanical services. And they have a bunch of different types of damages and different finishes displayed and the claim handlers are able to train on actual hands-on, live equipment.
Kim: Yeah. It’s on-the-job training at school. Yeah. That’s excellent. And, as far as, you know, you mentioned digital forensics. For folks who might not know what that is, you know, what are they working on in there? What is digital forensics?
Chris: This is the space in which they’re investigating all aspects of digital risk management and digital claim handling, or claim responses. So, increasingly, our customers’ risks are virtual and they’re digital and they’re computer driven. And so, they have the ability to take computers, compromised computers, or do investigations where they’re, they can, what’s called, air gap the computer from any of our networks and they can investigate any malware that might be on there, or they can find damaged computer files and restore computer files for an investigation, a whole bunch of different, sort of, technical or computer investigative techniques.
Kim: Yeah. They’re digital detectives.
Chris: They really are.
Kim: That’s amazing. Okay. And I know there’s also a lot of chemists over there, right? There’s a whole, kind of, chemistry lab? You know, what would I call that?
Chris: Well really, I mean, there’s, so, there’s a couple of different spaces. I talked about the bench-top laboratory space. So, that’s, yeah, your traditional, if you think about like the world’s best college chemistry class, right? I mean, this is. You’re talking, so, gas chromatographs, scanning electron microscopes, you know, really, sort of, world-class chemical analysis that they’re doing for multiple different things. Plus, there’s rooms where they can do, sort of, live event reconstruction. So, they can do fire investigations where they, where they’re actually looking for cause and origin and actually causing or trying to reproduce fires live on site. And they can do, they have a wet room where they can investigate water damage and valve failures and a bunch of different stuff as part of the claim investigation process.
Kim: And are these labs used for training as well?
Chris: Yeah, for our risk control folks, too. So, keeping in mind, so, there’s claim handling training and then there’s the risk control professionals who are out there learning all of those techniques, you know, for risk control training as well.
Kim: Okay.
Chris: But that lab is probably more focused on the actual work that we’re doing for customers and for the claim investigations.
Kim: Okay. So, if I’m coming in as a new hire, as a claim trainee, right? I’m entering into this program. What can I, kind of, expect? What does the layout of the training program look like?
Chris: So, I think coming in, as you mentioned, I think most people would be blown away with the hands-on technical. The layout, the spaces are enormous. There’s, I think, nine large classrooms. We’ve got multiple breakout rooms. So, there’s a lot of really one-on-one or small group training. You see these classes going through. They’re working, you know, in the lab and then back in the classroom, really advancing their careers, you know, starting from the very beginning, learning the basics of insurance and insurance damage investigation and, you know, estimate writing for auto and property and, you know, medical management training through the workers’ comp labs. But then as their, as folks’ careers advance, they’re working on more technical. They’re working into more commercial buildings or heavy equipment, larger heavy equipment in the auto space and more complicated losses and, you know, income losses. Things that evolve through the higher complexity claims that our claim handlers take on as they advance their careers.
Kim: Okay. And you’re a perfect example, right? You started as a claim rep at Travelers, correct?
Chris: As a front-line auto and property claim rep in the Denver office. Yeah, that was where I got hired. I moved over to the catastrophe team about a year later and was a claim handler and unit manager on the CAT team for about six years and then, spent some time in the Midwest region as a regional manager before coming out to Connecticut in 2006. And I’ve been at the Claim U facility Or, at the CAT Center facility since then.
Kim: Okay, so let’s dig into catastrophe because I know that’s your whole world. So, how does it work? You hear of an incoming disaster and then you sound the alarms and we go from there? Or…?
Chris: It’s a lot like that. So, CAT response is the most important thing that insurance companies do.
Kim: Okay.
Chris: Well, kidding aside, it’s certainly one of the most important. And it’s one of the most complicated. So, if property insurance, and auto insurance to a lesser extent, were a little more, like, more predictable, like some of the other lines of business are, it would be easier to manage the response. So, you know, for most lines of business, you write a certain number of policies and you can expect a certain number of claims, you can work the staffing model. And if we only had to insure for washing machine hoses and kitchen fires in property, we could do the same thing. But we’re in the weather business. And so, we have to be able to manage all of those day-to-day claims and also, be able to shift gears for the entire claim department in order to handle events that might produce a year’s worth of claims or two years’ worth of claims in just one or two days. Traditionally, the way the industry has always done that is that they have outsourced that to independent adjusting firms. And we don’t do that and we think we’re unique in the industry in doing that. We handle all of our catastrophe claims with our own staff. We don’t contract for any independent adjusters and it’s really for that reason that we actually locate our CAT Center at Claim University, because the first step is to make sure that our people have the right expertise and specialization to handle every claim. But we also build, and this is what we do on a day-in and day-out basis, is we build and manage a scalable model that allows us to respond to any size of event. So, we have our CAT team, so about 400 people total. About 250 of those are the field CAT team and they go to all events. They’re, sort of, the front line, the tip of the spear. They’re deployed up to 220, 225 nights a year away from home. And they’re going to every office maybe five or six people at a time, or three or four, or 200 or 220 at a time for a large event like we’ve had this year with Hurricane Helene. And then, as events get a little bit larger, our Workforce Management team, that’s co-located with the CAT Center, calibrates the capacity of every one of our offices all the way down to the individual claim handler level every day. So, we always know exactly when an office is going to need help, but also, at any point in time, which office might be able to assist the CAT team if we reach their capacity to handle larger events. And then, what really makes us different is our enterprise response strategy. And that’s where we’ve cross-trained literally thousands of claim professionals from other lines of business…
Kim: Okay.
Chris: …to handle lower severity personal insurance property claims and that frees up our property staff to handle the more severe losses and the business insurance claims. And that scalability is what allows us to handle every event.
Kim: Yup.
Chris: And then the way we execute the strategy is, we monitor the weather out to as far as 16 days in advance.
Kim: Okay.
Chris: We look for potential future events. We track those over multiple days up to the event and we start to game plan three or four or even seven days ahead of time. And then the event, if the event happens, then we aggregate just literally millions of data points from across the footprint of the event to, sort of, diagnose what happened, figure out how many claims are going to come in, and then we build a claim response package of claim handlers to meet the needs of the customers, and then we issue deployment instructions, and then within 24 hours, those claim handlers are on the ground helping the customers. And we do that process for every single storm that comes up. Most of the time they actually don’t happen, like, we do all the planning and then the storm misses. But if it does, we have all of that pre-planning under our belts and we execute that multiple times a year, as many as 80 or 100 times for different storms.
Kim: So, you’re always ready. Whether it happens or not.
Chris: I would say, always ready and always responding. So, we’re always responding to the prior events, we’re prepping for the next events and we’re off and handling, you know, five or six or even ten events simultaneously.
Kim: Yup. And I know from my side of the house, right, working in social media, a lot of the times the disasters hit, you know, we’ve posted online before saying, ‘Hey, our CAT van is located, you know, at X parking lot, you know, if you need service, if you have a claim.’ Can you talk about the CAT vans and and what happens there, for folks who are unfamiliar?
Chris: Sure, and about our shared services more broadly, too, there are dozens of groups across the enterprise. There’s your social media group, you know, teams from subrogation, corporate security, corporate real estate, other communications teams that all have responsibilities within our CAT response. We have a playbook and we have hundreds of tasks, about 250 tasks for a large hurricane, where different groups and all of our leadership team are executing all of these plays that we’re running. One of those, you might take it as a good example, is the CAT van. So, we identify a need, an operational need for a CAT van, or maybe an insurance department is setting up a place where customers can meet. We can deploy one of our eight different CAT van units to that. We have four large mobile claim office units. They’re big RVs, RV-based units, and we have four quick response vehicles that we can use on smaller events, or smaller venues, or we can get really close to claims and we’ll deploy those out, with claim handlers or unit managers, and we can be right there, where our customers need us. Maybe there’s a big disruption to the cell phone infrastructure or power. They can turn in a claim, they can meet with their claim handler, we can use it as a platform to, you know, do something as simple as get out of the rain and do inspections over multiple days at, like, a large claim event. We’ve used the small CAT van for that. But it’s a great resource tool. It really gives customers access into the response and that’s one of the critical things, whether it’s giving our agents access in, or customers access into the response so that they can get the information they need from us.
Kim: Right. And immediately.
Chris: Immediately.
Kim: Yeah, yeah. Amazing. And I know, right, with a lot of catastrophes and it is the property claim, kind of, damages, you know, responses that we’re doing here, I have heard at Claim U there’s drone school, correct? Is that… That’s a skill that our property reps have.
Chris: It is.
Kim: Yeah. Can you talk about that? Are they becoming drone certified pilots?
Chris: It is. So, you have to be certified by the FAA to fly a drone commercially.
Kim: Yup. Okay.
Chris: And so, we have a training curriculum, a program, by which our claim handlers and risk control professionals can go through and become certified to fly drones commercially and then they’ll take the test. They get licensed by the FAA, or certified by the FAA, and then they follow, they have to file flight plans and they, when they’re using drones in the field. We do hear about some of our competitor drone programs. You know, I think, probably, our thought is, they may be more like a drone team or a drone vendor. I don’t think anyone is doing what we’re doing, which is really replacing, or augmenting, the ladder in the trunk of the car with a drone for individual claim handlers and risk control professionals to use on claims. We don’t think anyone is in large-scale doing that. And we think it, quite frankly, makes us the leader in that space.
Kim: So, if somebody is interested in working in claim at Travelers, right, they’re thinking about becoming an auto rep, a property rep, you know, what would you tell them? You know, what advice would you give to somebody who might start at Claim U?
Chris: Yeah. I think it’s interesting. So, you know, I think, I think our investments in facilities like Claim U, the Risk Control Lab, our CAT response, are really tangible examples of our commitment to the Travelers Promise, right? To be there for our customers, for our communities and for each other. Right? It’s a, you know, when we respond to catastrophe events, it’s really, we’re supporting the offices, we’re supporting our customers and the communities impacted. And because that promise is woven into the entire enterprise, our claim handlers that have gone through the classes at Claim University, you know, hundreds, maybe thousands, of them have moved up through the ranks of the teams in the field, the claim teams in the field, and at home office and really to all corners of the enterprise. And so, I’d say that it really is the doorway to any career that you would want at Travelers. So, you know, handling, you know, front line, customer-facing interactions, learning to deliver on that promise in face-to-face or over the phone with the customer, and that’s what you learn at Claim University, I think is the foundation for really any career that you would want at Travelers.
Kim: Yeah, yeah, a lot of space to go from there. Yeah. Now, personal question for you, Chris. I know we were talking before this episode, and you had mentioned our Military/Veteran & Allies Diversity Network (MVADN). I know you used to be Chair, correct? And you have that past military experience. Can you talk about the MVADN and, kind of, your involvement there and, kind of a follow-up for how military might fit into the catastrophe world. I have an idea.
Chris: Okay. Yeah. Thank you for bringing that up. I was honored to serve multiple years in the leadership team of the Military/Veterans & Allies Diversity Network and was the immediate past Chair, Co-Chair, or Chair for the organization. The MVADN is, it’s a big organization. It really does help a lot of people. We have 82 leaders, more than 3,000 members in 43 locations across the country. And I’m going off statistics that are probably a year old at this point. So, I’m sure it’s bigger than that, right? As you see that. And we have found that there is a real ability to translate the skill set, the professionalism, the empathy that we see in a lot of retiring or transitioning service members who are coming into the private sector and identifying really terrific career and job opportunities for them as claim handlers and as investigators and, you know, across the board, risk control engineers, you know, as they develop and develop new skill sets or build on the skill sets that they learned and the leadership skills that they had in the, that they learned in the military. I feel, you know, personally, for me, that a lot of the, you know, sort of, self-discipline and the leadership skills I had, you know, Were, they’re really, you know…
Kim: Transferable.
Chris: I built a foundation on that in the military and have been able to build on that you know, in the private sector. It’s different. You know, managing people is different in the military than it is in the private sector. But there’s this, sort of, core that you can build on and I think that we see that in a lot of the leaders who have prior military experience. You see that sort of foundation.
Kim: Yeah. So, claim provides a lot of those, kind of, opportunities to transfer skills from the military over.
Chris: We definitely have seen a lot of that. Yeah. And had a lot of success.
Kim: Yeah. Amazing. I mean, you’re a prime example. You’ve been at Travelers a little while. I think you might like it. Excellent. Chris, we talked about a lot today. Is there anything that we didn’t talk about that you think is important to mention? Whether that be about, you know, military background, Claim U, anything else that we didn’t touch on?
Chris: You know, I think you hit on it a little bit in the last question, too. And that’s really how truly fortunate, you know, I think I have been, you know, to have had a career. You know, I found it rewarding, challenging every day. I think one of the great things about our industry, and maybe about claim in particular as well, is that because we insure every part of the economy there is a never-ending need to learn and grow and develop and learn more and be curious and challenge yourself to learn more. I find that I like to think that I challenge myself to learn something new every single day. I think it makes it interesting. It, you know, it keeps you coming back, you know, every day, even on the days that are difficult. But that real reward, I really do feel honored to have been able to, you know, develop and have such a, you know, such a broad, you know, career and been able to help so many customers or help people develop, really, really feel honored.
Kim: That’s awesome. And I’m honored to have you on the show. So, thank you for being here. You know, when I think of Claim U, Chris, I’m like, if Claim University had a sports team, Chris Day would be the coach, the GM and maybe the mascot. I’m like, you are the guy.
Chris: Well, I’ll definitely volunteer to be the mascot, to do that. No, thank you.
Kim: Well, thank you for being here. You know, if, if listeners are interested in learning more about Claim University, our claim roles, visit us at travelers.com/careers. Chris, if we tag you on the social post on LinkedIn, can folks connect with you?
Chris: Oh, they definitely can. Yeah, I’m on it.
Kim: Okay. We’re going to make you an influencer out there.
Chris: Excellent.
Kim: We’ll tag you. Well thanks, Chris. Thanks for being here. And thanks to our listeners for tuning in and we’ll be back soon with another episode for you. Take care.
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Life at Travelers Podcast Ep.2 – Career Development
Kim: Welcome, everybody, to our second episode of the Life at Travelers podcast. I’m here today with my guest, Ellen Vyce. She is a career development expert and we’re so excited to have her. I’m going to pick her brain all about career growth at Travelers and what that means. Ellen, why don’t you introduce yourself?
Ellen: Yeah. Great. Thanks, Kim. My name is Ellen Vyce, and I’m a Senior Consultant in Enterprise Talent Management.
Kim: Awesome. Well, thank you for being here.
Ellen: Yeah, thanks for having me.
Kim: And talking all about career development with me, but before we get to career development at Travelers as a whole, I want to talk about you.
Ellen: Yeah.
Kim: So you have, kind of, quite the journey from starting, you know, as an intern at Travelers all the way through to, you know, working here full-time and working in Enterprise Talent Management. So, how did you first find out about Travelers?
Ellen: Yeah. Good question. So, my dad has actually worked at Travelers for about 23 years now.
Kim: Wow.
Ellen: So, growing up, you know, it was always a household name. So, I have always been familiar with Travelers, the Travelers Championship, the red umbrella was everywhere. So, when it came time to thinking about, you know, potential first jobs and careers, Travelers was at the very top of my list from early on.
Kim: That’s great. And what did you major in in college?
Ellen: I majored in industrial organizational psychology.
Kim: Wow. Okay. What does that mean?
Ellen: Basically, workplace psychology, very closely related to human resources, but more so the behavioral side.
Kim: Gotcha. Okay, so, so when you interned at Travelers, what did you focus on for project work?
Ellen: Yeah. So, the majority of my internship at Travelers focused on building out the career path and job family for the agile deliveries job family. So, I was working on putting together the experiences and the different career options for that job family specifically.
Kim: Yep.
Ellen: So even as an intern, I was working on career development focused work.
Kim: That’s awesome. Okay and so that was just agile delivery but this was happening across every job family?
Ellen: Primarily tech and ops, but yeah, throughout all of Travelers, a lot of job families were going through some restructuring at the time, and that was the one that I was tasked with, kind of, re-orging and figuring out. Let’s see, if I’m a scrum master, where should I go next? What are the skills and experiences needed to help me get there?
Kim: Yep. And did you feel like your internship at Travelers, did it bring your education into the experience? You know, did you walk away feeling like that real-world experience was valuable?
Ellen: Absolutely. It really put things into perspective for me and allowed me to take what I learned in grad school and apply it to my internship. And a lot of the terminology was the same. A lot of the concepts were directly applicable to each other. And I felt even more capable and ready to go back to grad school in between my internship and my school time because Travelers had prepared me really well to be able to take that knowledge back and apply it to my degree.
Kim: That’s great. That’s great. And was your, your master’s degree, was that in the same major you had?
Ellen: It was, yeah.
Kim: Alright, so you went all the way through a master’s.
Ellen: I did.
Kim: You loved it.
Ellen: I really did. It’s such an interesting field and so much of what we learn about in industrial organizational psychology is directly applicable to talent management. You’re thinking about, you know, what can we do to retain our talent? What can we do to ensure our talent is continuously learning and growing? And overall, making the workplace a better place to be.
Kim: That’s great. That is awesome and congratulations, all the way through master’s.
Ellen: Yeah, thanks.
Kim: That’s something to be proud of for sure. So, post-grad, found your way back to Travelers.
Ellen: I did.
Kim: What was it about Travelers that brought you back?
Ellen: Honestly, the rotational nature of the leadership development program that I was in, the Human Resources Leadership Development Program.
Kim: Yeah.
Ellen: Knowing that Travelers valued careers so much and a lot of continuous learning, the leadership development program was a no-brainer for me. Through the leadership development program, I got to rotate through four areas of human resources over the course of a three-year period.
Kim: Okay.
Ellen: So I got to spend time in Talent Acquisition, Compensation, Employee Relations and Talent Management, which is where I landed.
Kim: Wow. Okay, so you got a taste of, like, every part of human resources.
Ellen: Indeed. Yeah.
Kim: And leadership development programs, there’s more than just HR. There’s several.
Ellen: There are eight, I believe.
Kim: Wow. Okay. And that was something that you applied directly to?
Ellen: Exactly. Yes. As result of the internship that is through the HRLDP, they also offer the full-time program, so, as soon as I got a taste of the internship, I knew that I wanted to come back full-time as a full-time participant.
Kim: That’s awesome. And I know it has a rotational nature, like you explained, but outside of the experience in LDP, is there, you know, is there work and play? You know, is there networking opportunities, team bonding, like, what happens outside of the day-to-day?
Ellen: Yeah, I think the leadership development programs are, kind of, the best of all worlds combined. You get not only the, you know, rotations and you get exposure to various lines of business, various leaders, but you also get to interact with other LDPs across the place. So, you can interact with Finance Leadership Development Program folks or Business Insights and Analytics Leadership Development Program folks.
Kim: Yeah.
Ellen: And yeah, you really get to put yourself out there and join different committees. And you get to network a lot. So, you know, a lot of us become friends outside of the program as well. So, it’s a really holistic experience.
Kim: That’s great. And then when you join full-time, it’s like you have a whole community already.
Ellen: Absolutely. Yeah.
Kim: Oh, that’s wonderful. And you said you landed in talent management?
Ellen: Indeed.
Kim: Okay, so what do you do now? What’s your day-to-day and what’s your team like?
Ellen: Yeah. So, in Enterprise Talent Management I’m primarily responsible for our top talent practices. So, think talent pools, think talent review, think succession planning in addition to career and leadership development.
Kim: Okay. And is your team small, large?
Ellen: Yeah. Enterprise Talent Management is about 12 to 13 people right now. Yep.
Kim: Yep.
Ellen: My immediate team is three. So, we’re small but mighty. We’ve got a lot going on, a lot of really exciting work.
Kim: That’s great. So, can you talk to me about some of those initiatives that your team works on for career development at Travelers?
Ellen: Yeah, absolutely. Right now, we have a really great platform that employees can use that is driven by AI and it will provide mentorship matches, it will provide available job matches and even some learning courses for employees to take based on employee skill sets, what they’ve entered as an interest or development area.
Kim: Okay and so, so this is geared toward all employees, right? Not just… Like, growing in your area or growing into a different space, it works either way?
Ellen: Absolutely. It’s actually great for both employees, whether you’re looking for a new opportunity or looking to grow in your current role, there’s really something for everyone at all levels.
Kim: That’s awesome. So career development is really a priority at Travelers, you’d say?
Ellen: It absolutely is. We’ve heard from Alan saying that our talent is our greatest asset, which means our people are our greatest asset. So, investing in our people and their career development is 100% a priority for the place.
Kim: Yeah. That’s great. I love to hear it. It’s, you know, it’s something that… You don’t know, you know, where you’re, where it’s going to take you when you start at a company and it just sounds like not only through your experience, but through the work that you do, exposure, right? Exposure to the different places in Travelers because it’s huge. There’s so many places you can go.
Ellen: There really are. And, you know, one way that employees are able to continue exploring what might be available is through our Map Your Career process. Which is the Travelers framework for career development.
Kim: Okay.
Ellen: Those four phases of map your career are explore, identify, plan and act and each one of those phases allows employees to focus on a different piece of the career development journey.
Kim: Yeah.
Ellen: So, you know, that was created to help our employees really explore what’s out there, hone their skills and get ready for whatever’s next.
Kim: Yeah, because I know in episode one, when I was talking to Brianna, she cited, you know, we have pilots, we have nurses, we have chemists. You know, I mean, you and I work in HR, right? And it’s yeah, it’s really amazing. And I think what you just laid out right there, map your career, it sounds, like, structured but simple, right?
Ellen: Absolutely. It’s meant to be a repeatable process for employees. You know, you learn the process once and then you’re able to go back and use it as needed as you continue along your own career development journey.
Kim: Yeah. Yeah. Repeatable, right? That’s a great resource. So, for folks listening to this episode right now who are potential candidates for us, right? They might be interested in working at Travelers. What would you tell somebody who was interested in working at Travelers?
Ellen: Yeah, I’d probably tell them quite a few things. But, the first thing that I tell them is to really invest the time getting to know the job that you’re applying for.
Kim: Yep.
Ellen: Read through that job description, think about the skills and experiences that you have and the skills and experiences necessary for the role that you’re applying for. And, you know, if there’s something that’s missing, think about how you can go about closing that gap and, you know, seek out some mentors to help you close that gap before you apply. And once you get here, we’ve got plenty of resources for you to help grow your career.
Kim: Yeah, I know, it’s like, now we’re at the point, I feel like where somebody could read a Travelers job description and think, okay, this is just where I’m starting, though.
Ellen: Yes. Oh, yes. It’s really just the ground floor and then, the sky’s the limit for employees now. Whether it’s, like I said, growing in your current role or exploring future leadership roles, we’ve got it all.
Kim: Yeah. That’s great. Ellen, thank you so much. Is there anything today that we didn’t cover that you feel is important to say?
Ellen: I don’t think so. I think we’ve covered it.
Kim: Okay. Good stuff. Alright. Well, well, thank you for being here today. And I’m sure you’ll be a resource to plenty of our listeners. If they connect with you on LinkedIn, is that okay?
Ellen: Absolutely.
Kim: Okay.
Ellen: Ellen Vyce on LinkedIn.com that’s me.
Kim: Alright, alright. Awesome. We will, we’ll definitely tag you in the social post.
Ellen: Thank you so much for having me.
Kim: Absolutely.
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Life at Travelers Podcast Ep.1 – Tips from a Recruiter
Kim: Welcome, everybody, to our first Life at Travelers podcast. I have my guest, Brianna Sacerdote, here with me today. She’s a recruiter at Travelers. Bri, thanks for being here.
Brianna: Thanks for having me.
Kim: Of course. I’m going to be, kind of, picking your brain. A lot of questions that we’ve gathered from social media, from our potential candidates, real candidates. So, we’re going to dive deep. You ready?
Brianna: I’m ready. I’m looking forward to it.
Kim: Alright. Awesome. So first, I would just want to, you know, have you explain your role here at Travelers and how you got here.
Brianna: Yeah. So, I’m currently a Senior Recruiter, and I recruit for the Upper Midwest Claim Center. So, all positions within Claim, ranging from trainees to experienced claim representatives. And I started in the PI (Personal Insurance) Call Center back in 2016, networked and held another role in Employee Relations, and ultimately started job shadowing in Talent Acquisition. So, that’s how I got where I am, and it’s been great ever since.
Kim: How long have you been at Travelers?
Brianna: Since 2016. So, eight years?
Kim: Eight years? Yeah. Wow. That’s awesome.
Brianna: I know. It’s gone by so fast.
Kim: So, getting into the nitty gritty of recruiting and your day-to-day, what are the first things that you look at on a resume?
Brianna: So, for me, a resume needs to be visually appealing. So, without even looking at their experience, I want to make sure it looks visually appealing. I look at format, neatness, make sure all the verb tenses are in the right tense. So, if your current job, we want your current job to say all current and present tenses and all prior jobs to say past. So, I look for that, if you have periods, we want to make sure all the periods are there throughout the resume. But I’m not that, I’m not picky if it’s not that consistent. I really want to get to the nitty gritty of what experience they have, and if they could be a good fit for the position that we’re hiring for. Especially if it’s an experienced role.
Kim: So, formatting-wise, if it’s over a page, are there any kind of, like, you know, details you’re looking for there? Should it be one page? Are multiple pages okay? How short should it be?
Brianna: Yeah. That’s the common misconception is that resumes have to be a page. And that’s, that’s not the thing. I mean, people have a bunch of experience
that they want to include on their resume so, I usually recommend anywhere between 2 to 3 is a good, sweet spot. Sometimes five is just way too long and like, you know, we’re clicking back into the resume pages to really see what, where they’re coming from. So, I think 2 to 3 is the sweet spot, but also, tailor it, you know, tailor it to the job you’re applying for. If it’s, if you have experience on there beyond ten years, maybe start to take things away. That’s not always necessary to include.
Kim: So, my camp counselor job from ten years ago could probably go.
Brianna: Yes, that can definitely go.
Kim: Okay, okay.
Brianna: But it could be a skill. That’s cool that you did something like that. Like, we like to see cool skills as well.
Kim: Yeah.
Brianna: Yeah.
Kim: And, and at the top, you know, that objective statement or summary that some folks include, is that important because we’re also submitting a cover letter, you know, what pieces are important there?
Brianna: Yeah. So, the summary I usually recommend it’s not, it’s not important or required unless it’s a very specific, unique job that you want to call out a certain experience level then fine, but I want to get to right to the experience and see what you’re coming with. So, typically it’s not required.
Kim: So, work experience and skills are really top of mind.
Brianna: And education.
Kim: And education. Got it. Okay. And, you know, for the cover letter, because a lot of the time when folks are applying for jobs, it’s required. Is it required at Travelers and, you know, how is it weighted? How important is that?
Brianna: It’s not required to submit an application at Travelers. So, the majority of our applicants do just have a resume. Cover letter is really important for me to see, like, if you’re relocating and you want to let us know that you’re relocating, or if there’s gaps in employment, that gives us an opportunity to see why there’s gaps. If you want to call out, maybe you moved back home for family reasons or something like that, so that’s helpful. Or if you have very specific experience, you want to call out in your cover letter, but otherwise that could be used for your resume, so it’s a hit or miss. It’s not required. I don’t ever, I’m not ever searching for a cover letter when someone submits an application.
Kim: Got it. Okay, so we can use a cover letter for those more personal details.
Brianna: Exactly.
Kim: Okay. Got it. Now, a tip that I’ve heard, from a former recruiter was, you know, talk about accomplishments on your resume versus what you do, right? I remember them saying, if I read your job title, right, I know what you do mostly. So, talk about how you do it and talk about those accomplishments. What is your opinion on that? Should we be putting accomplishments or talking more about our day-to-day?
Brianna: I think a mixture of both is helpful. Like accomplishments as far as if you’re excelling in key metrics in the job you’re performing in, we recommend putting those in your resume. We love numbers, percentages, so definitely include those if you’re excelling in a certain area. But I think a mixture of both is really helpful. You don’t want it all to be accomplishments, you know?
Kim: You don’t want to be too “boasty.”
Brianna: Save that for the interview.
Kim: Yeah, there you go. Okay. So, speaking of interviews, or maybe even a step back before the interview, right? We get together our resume, fill out the application, maybe a cover letter, maybe not, and we send that in. Folks on social media, we see it all the time, you know, there’s memes about it, there’s Reels about it, that the application just goes into a black hole, right? And they’re ghosted or they never hear back. What actually happens at Travelers when somebody submits an application?
Brianna: So, when someone submits an application at Travelers, they are reviewed manually. We don’t have a system where it automatically rejects applicants based off of a word they have or don’t have on their resume. We’re looking at your experience manually. So, a lot of factors go into play. It depends on how long the job’s been posted. If you apply right away, the chances of being considered might be a little bit higher. But sometimes you don’t know if, how long the job’s been posted. Even if it says ten days, it could, that could be inaccurate. It could have been unposted then reposted. So, it is really based off of timing and we try to prioritize as soon as possible, but unfortunately, if you apply late to the game, that’s what might lead to that misconception of a black hole. But we do try to reach out to people as soon as we can.
Kim: Okay. And what is the first step? So, when you do reach out to somebody, kind of, what’s the process look like for them?
Brianna: Yeah. So, we’ll conduct a first initial phone interview. So someone would connect with me, another recruiter on our team and it’d be a lot of those behavioral-type questions. So, definitely recommend folks to come prepared for those. Or we also do more talking about your job. So we just want to, not your job but your experience. We want to hear about your experience, your interest in the position, you know, why? Why Travelers? What about Travelers excites you to leave, to come here, but then to leave your current company? So, it’s more of a ‘get to know you,’ but then also, why are you the right fit for the position as well?
Kim: Okay, so that’s that first step and past that, do they start to meet with the actual team they’d be working with?
Brianna: Yeah. So depending how that goes the team and I will collaborate and then we’ll determine next steps. Usually interviews are on video but a lot of teams are now incorporating a lot of in-person interviews. So, you might go to an office and meet with the hiring team. A lot more behavioral-type questions would be asked during that conversation. So, we really, I try to prep my candidates a lot with those behavioral-type questions because there’s a plethora.
Kim: Okay. Okay so Travelers allows for both in-person interviews and, like, virtual video interviews.
Brianna: Yes.
Kim: Okay. Awesome.
Brianna: And I guess depending on the office and what, you know, it’s dependent across everywhere. But yeah, most offices are incorporating in-person interviews again since COVID because that’s all we used to do.
Kim: Sure. Yeah. I know, life changed so much since then.
Brianna: Yeah.
Kim: And after the interviews, a question we got from social media was, how often do you receive a thank you note, or does a hiring manager receive a thank you note after interviews? And is that important?
Brianna: Yeah, that’s a great question and I actually preach about thank you notes to everybody I talk to. For recruiters, it’s not, I don’t take it as a bad or good thing. If you don’t thank me after a call, it’s really what matters next. So, if you meet with the hiring team and you want to send them a thank you note, we really think that it’s critical. You know, it makes you stand out to the hiring team. You highlight 2 to 3 sentences on why you’re the right candidate for the position, maybe call out a certain level of experience that you have to offer, and it just goes a long way. You might not always get a response from the hiring team, that’s totally normal, but just going that extra step to put yourself out there, let them know you had a great conversation, it does go a long way.
Kim: Now if you don’t hear back, right, on your thank you note, is that because they’re trying to maybe hold back bias or is there something along those lines, or is it more just, right, thank you notes come and go and, you know, what is the response rate and why might they not answer?
Brianna: Honestly, I see more non-response rates. It’s probably because they just don’t want to give any indication. Like if they were to say something like, ‘Oh yeah, it was great meeting you,’ that maybe someone would take that as, ‘Oh, I think I’m going to get the job.’ So, I think they’re really just trying to keep it very high level and neutral.
Kim: Yeah. Okay. That makes sense. That makes sense. So, regarding the interview, some of those hard questions, hard for the candidate to ask, usually around negotiations for salary, benefits. How should a candidate go about asking those questions or can they find that information publicly?
Brianna: Yeah. So, it’s a good mixture of both. So, Travelers I like to think we’re very transparent about putting our benefits out there, what our salary is. Benefits you can find on our Travelers website, so, careers.travelers.com. You can go on there under Life at Travelers, then Benefits tab, all the way at the bottom you’ll see a brochure that you can open up and see all the benefits we have to offer. There’s also a benefit rate calculator that’s on there. So, if you wanted to play and plug and chug information to see how much they’d cost you on average, that’s available.
Kim: Okay.
Brianna: Salary expectations, those are posted on all of our jobs. So, we have a nationwide range, a low all the way to a high number, but it’s not including where any of our candidates are located. So again, it’s nationwide, but you don’t know where your number could fall because we haven’t chatted yet.
Kim: Right.
Brianna: So that comes when you talk to us. One of us recruiters will narrow that down for you a little bit more on what salary we’re going to offer and if it’s in, not exact numbers, but kind of like a range, and if it’s in their range. If it’s not, we ask you to be transparent with us because we would hate to make an offer to you, and then it’s not the number you want. So, we set those expectations very clearly on that initial phone call.
Kim: Okay, so that’s not a taboo subject.
Brianna: No. We’re very transparent and open. It’s a question that we, that we ask you.
Kim: Okay. So other questions outside of salary, benefits, what other questions should a candidate be asking a recruiter? What’s important for them to know that they might not think of?
Brianna: Yeah, those are good questions, too. So, I’ll start with ones that, maybe to avoid with a recruiter. I recommend staying away from the technical kind of questions about the job. Like anything that is very specific about the job, save those for the hiring team. What I do recommend you ask the recruiter, is anything about Travelers, like the culture or career growth, networking opportunities, volunteer opportunities, anything like that is really helpful. If you wanted to talk about the team environment, the team make-up, you know, work flexibility, we will have all that at our fingertips.
Kim: Okay.
Brianna: We feel like we could do every job that we talk about because we talk about it so much but, you know, we’re not that skilled in it. So, we do recommend to keep it more high-level or ask the recruiter, you know, how we got started here, what’s our career journey look like. Same with the hiring team, you know, put the questions on them and what they like most about Travelers.
Kim: Okay and then for the hiring team, it’s more the nitty gritty of the day-to-day of the role.
Brianna: Yeah, because they’re the experts. You know, most managers on the team have done the role themselves. Most. So, you know, I would definitely Save it for them for sure.
Kim: So, from personal experience, I remember people mentioning working at an insurance company. Right? I live near Hartford, insurance capital of the world. Travelers was mentioned and I thought, ‘I’m never going to work for an insurance company,’ right? Sounds boring. Sounds like paperwork. Sounds like there’s just not a role there for me, right? I’m not an underwriter. I’m not in claims. You know, it’s not for me.
Brianna: Right.
Kim: So, you know, we obviously both found our way here, you know, what would you tell folks about the roles we have here? What would people not expect to find as a role at an insurance company?
Brianna: Yeah. And it’s crazy because I didn’t have that idea either that I would work for an insurance company. My dad worked in insurance his whole life, and I’m like, ‘Yeah, I’m not going that route.’ And here I am and, like, loving it, obviously.
Kim: Yeah.
Brianna: So, a few roles that you wouldn’t expect that we have to offer at Travelers are pilots, we have a couple of private jets, so we would need to hire a pilot for that.
Kim: Right.
Brianna: Nurses, we have nurse case managers mostly in claim. We have architects. We have fitness and wellness instructors, event planners, forensic scientists.
Kim: Wow.
Brianna: Chemists in Risk Control.
Kim: Yep.
Brianna: So, yeah, it’s a wide variety that you wouldn’t think of.
Kim: You just think of, you know, underwriters and claim reps. So, yeah, very interesting.
Brianna: It’s awesome.
Kim: And recruiters.
Brianna: And recruiters for sure. Yeah, the opportunities are endless. It really does not matter what you went to school for. You can find a place for you here.
Kim: Yeah. And is there a lot of movement internally in the company? I know you joined via the call center, right? And now you’re a recruiter. Does that happen a lot?
Brianna: I think it does. And it’s also what you make of it. So, that’s what I tell candidates, too. It’s like, you know, where can I go here? Well it’s really where you want to go. You make the most out of your career. You make that career path for you. You make your own networking opportunities. So, if you wanted to do whatever you want to do, you have that opportunity here. We have so many different people and departments to work with.
Kim: Yeah.
Brianna: So, yeah.
Kim: We got a question from social media regarding being an undergraduate, right? You’re not currently applying yet. How can folks who are in college now, prepare for a role at Travelers?
Brianna: Yeah, so, there’s a couple different ways that I recommend. I mean, number one, and it’s the most convenient, is attending your college career fairs. I think that’ll give you a wide variety of different companies, maybe what areas you’re interested in, or might not even be aware that you’re interested in yet.
Kim: Right.
Brianna: So, definitely start there. Set up your LinkedIn profile. I’m sure you can talk a lot about LinkedIn.
Kim: Yeah, we talk a lot about LinkedIn.
Brianna: LinkedIn is so important. You can network with people. Start there and you never know who you’ll be connected with. We have tons of internships here, so, just browsing our careers website, seeing if there would be anything you would be interested in after college is helpful. We have so many trainee and entry-level job opportunities so, checking out our website, seeing if they ring a bell to you, and if so, have that be your way in when you graduate or before. Start applying like a month before or something like that.
Kim: Yeah. And I’ve heard you mention networking a lot. Would you say networking is a big part of it?
Brianna: Yeah, networking is huge. I mean, I don’t think I’d be where I am without networking, so, I try to advocate that for everybody else and I try to be that network for other people as well.
Kim: Yeah. So, for folks who are getting ready to, you know, come to Travelers or they’re currently interviewing.
Brianna: Yes.
Kim: We talk about the culture and that sort of thing, but, some of those specific questions, right? Is there a dress code at Travelers?
Brianna: Oh, yeah. So, I think, I think you and I started around the same time in Talent Acquisition. So, it was somewhere around that time they changed the dress code to ‘dress for your day,’ where you were now able to wear jeans and just like, you know, dress for your day. What’s on your calendar that day? Do you have all virtual meetings? Do you know you’re not going to be on camera? Just dress appropriately. If you are meeting new clients or a new team or anything in-person, have an interview, then dress appropriately for that. So, that’s the guidance that we do tell our candidates.
Kim: Yeah.
Brianna: When they ask about dressing appropriately for work. But there’s no defined, like, you have to wear a business attire every single day. There’s nothing that outlines that.
Kim: Again, it’s just that insurance, kind of, stigma. Right? It’s suits and, yeah, the whole deal.
Brianna: I wear jeans every day.
Kim: Yeah.
Brianna: So, I mean, yeah. It’s awesome.
Kim: Yep. Okay, awesome. Bri, any cool recruitment stories? I mean, you’ve obviously talked to so many people. Have you had interesting backgrounds or folks, you know, come from, you know, different places and end up where they didn’t think they were or?
Brianna: I have. So, one of them actually, I, someone reached out to me on LinkedIn. I wasn’t even searching for anybody.
Kim: Okay.
Brianna: He reached out to me and told me he applied to a position within Worker’s Comp. So, I spoke to him and we had a great conversation. He ended up getting the job for that position and, before that, though, he’s an ex-police officer, which we do see a lot within claim.
Kim: Wow.
Brianna: A lot of ex-police officers or ones that are retired, want a change in career, they’re interested in Claim because there’s a lot of transferable skills.
Kim: Yeah.
Brianna: So, he ended up getting a job and then let me know that he got another job in TIS, which is, like, our investigative services.
Kim: Yep.
Brianna: So, it just goes to show that a background in being a police officer can translate to Claim, but then also the investigative team. And I’m sure he never expected to work at an insurance company during his career. So, that was pretty cool.
Another one, one person I hired, he applied for, I believe, a Property Trainee position, which are very common entry-level positions. And he, the day I called him to extend the offer, he got told that his job was getting, like, eliminated or realigned. Something along those lines.
Kim: Yep.
Brianna: And it was going to be effective on our start date. So, he was like really emotional that we offered him the job effective the day that his job was going to change and it was just a really cool opportunity.
Kim: Yeah, that eased his mind there.
Brianna: Yeah.
Kim: Yeah.
Brianna: It really eased his mind and you just, it makes you, like, really appreciative of the work that we’re doing and, you know, it goes a long way.
My last one is cool. I went to this local gym in town and the woman I worked out with, I never knew that her husband applied to a job that I screened him for, and it was a great conversation. He ended up getting the job. I never met him, but I saw him at a local grocery store and I’m like, ‘Oh my God, that’s the guy I hired.’ So, it was really cool, full circle to see him.
Kim: Yes.
Brianna: In person. And he’s thriving and he’s been here for a couple of years but, like, you would never expect someone you work out with to now have their husband working at the same like, so.
Kim: There are just folks from Travelers in your local community.
Brianna: Yeah, just a small world. You just realize how small of a world it is.
Kim: Totally.
Brianna: So, so many opportunities is the main point.
Kim: Yeah, during COVID, I had signed up to grocery shop for an elderly couple.
Brianna: Oh yeah, I remember that.
Kim: Yeah, and, I think I had been delivering groceries to them for maybe a month before we talked and the woman I was literally giving groceries to was a Travelers retiree.
Brianna: That’s crazy.
Kim: It was just a wild story. And, yeah, so, we bonded pretty hard over that, after that point.
Brianna: Oh, that’s awesome.
Kim: They still email me now and they’re like, you know, ‘How’s Travelers? It’s been five years but, you know.’ So yeah, I agree, it’s a small world.
Brianna: It is.
Kim: It’s a tight network.
Brianna: It really is. And everyone knows us. So it’s awesome.
Kim: Absolutely. So, personal question for you.
Brianna: Yeah.
Kim: You’re sitting here with me. You are seven months pregnant right now?
Brianna: Yeah. Six, seven.
Kim: Six, seven months. Okay, so, and you already have a little one at home.
Brianna: I do, my daughter.
Kim: And you had her while you were at Travelers? Is that correct?
Brianna: I did.
Kim: So this is your second time, going through a pregnancy while working at Travelers.
Brianna: Yeah.
Kim: What is it like, you know, being a mom at Travelers? What support do you have? And your maternity leave, your team, all that sort of stuff?
Brianna: It is. It’s truly awesome. I never feel like I’m not supported. My management, leadership, I just feel so supported and I cannot imagine being in this situation anywhere else.
Kim: Yeah.
Brianna: You know, obviously with kids, things come up, they get sick, daycare closes. We have to be flexible, so, the work arrangement, the flexibility, is amazing for us. The three days in the office, two days from home, it’s super nice. We just implemented, I think within the last two years or so, a new diversity network called Working Parents and Caregivers (& Allies) and I’m a part of that, which is awesome, but you don’t have to be a parent or a caregiver to be a part of it. It’s just for you to come to and be supported.
Kim: Be an ally as well.
Brianna: Yeah, and be an ally. We have speakers come from the hospital, Hartford Hospital, to talk about just daily things parents go through and ways to cope with it.
Kim: Yeah.
Brianna: So, I just feel really supported in that sense because we have another group here who is focusing in on that now.
Kim: Yeah.
Brianna: I think we need that.
Kim: You have your village at work, too.
Brianna: Yeah you have your village, other other moms on my team, obviously dads, so, we’re all going through the same stuff and it’s so nice to be a part of it here.
Kim: That’s awesome. I’m so glad to hear it and congrats on the upcoming baby.
Brianna: Thank you. We’re so excited.
Kim: We’ll miss you while you’re on maternity leave.
Brianna: I know, I’ll miss you guys.
Kim: But, we’ll be excited. We need pictures, so, send them our way.
Brianna: Alright. Definitely will.
Kim: Bri, anything else that, you know, we didn’t cover today? Kind of, like, more informally that you think we should, candidates should know? Or do you think we, kind of, covered the gamut?
Brianna: I do, I think we covered everything, but, Travelers is, the opportunities truly are endless. And I say that all the time on LinkedIn, like, to check out this job. The opportunities are endless. It’s true, I’m an example of that. I’ve started in the call center and here I am recruiting. You would never think that those two correlate, But, if you’re looking for something or you just want to grow and have a lifelong career, I mean, this is the place. So. Yeah, I have nothing but good things to say.
Kim: Well, thanks for being here and, for our listeners, can they connect with you on LinkedIn if they want to know more? Okay.
Brianna: It’s under Brianna Sacerdote, so.
Kim Okay.
Brianna: I look forward to getting a bunch of requests.
Kim: Alright. Awesome. We’re going to make you an influencer.
Brianna: Thank you. I hope so. Thanks for having me.
Kim: Thank you.
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