Client Service Academy | Helping Brokers Grow With High-Performing Client Service Teams

I’ve spent 35+ years in the insurance industry—starting as a carrier sales rep, growing into a producer and sales leader, and now serving as an executive advisor and program builder.

At GenuineShift, we design high-impact training experiences that help client service professionals thrive, leaders make better decisions, and teams shift from reactive responders to proactive advisors.

Everything we do is anchored in the Clients hire you to be led.™ framework.

Development should drive behavior, not just check a box. That’s why we partner with managers to ensure learning translates into lasting change. There’s a difference between attendance and engagement. Attendance is showing up. Engagement is how you show up—and that’s where the shift happens.

We refine every program to scale impact with minimal time and budget burden. Teams are stretched. Leaders are under pressure. We design with that reality in mind—without watering down the outcomes.

We don’t offer pre-licensing prep, contract-level, or compliance-heavy technical training. There are plenty of vendors for that. We focus exclusively on real-world behavior change—in the insurance business, across all roles, at every level.

Our lineup includes programs to onboard rookies, level up junior talent, and reset veterans, without derailing your team or your budget. You’ll find details and client testimonials at genuineshift.com.

Trends I’m thinking about:

Businesses can’t grow without a team to do the work. The old playbook—hiring from a competitor—is broken. There aren’t enough people, and it’s too expensive. Building internal talent is your only choice.

Yesterday's career ladder is now a launchpad. We’re seeing battlefield promotions and fast-moving teams led by people with limited context or experience. That's risky.

There’s urgency to modernize, but core operations still lag—AMS/CRM usage, coordination with GAs, or BPOs like Patra or ReSource Pro. It’s time to move from optional to operational.

The focus is shifting—from workload to workflow.

For carriers, point solutions, and industry partners: Ask me about Baffled by Brokers—our long-running workshop series built to help you win more agency buy-in and strengthen partnerships.

I grew up in the insurance business. While I don’t take myself too seriously, I take learning seriously. We build every program with expert input—think Bloom’s Taxonomy meets Julie Dirksen.

I'm a contributor to Leader’s Edge and an instructor for CIAB’s Insurance Professional School.

If you’re solving for people, performance, or process, send me a connection request.

Jenn Walsh

Alera Group, Inc.

Regional Employee Benefits Practice Leader

Propel Insurance

EB Service Director

Senior Team Manager

Team Manager

Senior Account Executive

TIS Insurance Services, Inc .

Client Executive

BlueCross BlueShield of South Carolina

Marketing Service Representative

Benefitfocus

Data Analyst

Bosch North America

Indirect Purchasing Project Intern

Azara Maharaj Chandler

taplio

The Battle

Jenn Walsh

Azara Maharaj Chandler

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