Zenith Insurance wanted to ensure it hires top quality talent to service its customers. Recognizing that making insurance claims can be an emotional circumstance for customers who have suffered a great loss, Zenith knew that high Emotional Intelligence (EI) was a key component of job success for its claims adjusters. In this Keynote Video, Steven Hart, Senior Director Human Resources at Zenith Insurance Company, explains how this organization is driving business performance by applying the science of EI to the selection and development of this critical talent segment.
Key insights include:
- A brief history of EI and why it matters to HR and talent management leaders.
- How Zenith compared Emotional Quotient (EQ) assessment results with performance data to identify which EI skills were most predictive of high performance.
- Zenith’s application of the EQ assessment to the selection process for claims adjusters and how it supports hiring managers with structured behavioral questions based on the results.
- A discussion of best practices for overcoming resistance to change and how Zenith is integrating EI assessments and training into its development programs.