Tiawanya S. Wiley, AIAM, Customer Experience Manager for Responsive Insurance in Naples, Florida, has been awarded the most prestigious honor available to insurance customer service representatives: National Outstanding CSR of the Year.
The Society of Certified Insurance Counselors (CIC) selected Tiawanya as the 2025 National Award Winner from a field of 19 state winners. After five national finalists were chosen, a panel of judges evaluated their individual contributions to the insurance community and essays written on the topic:
“As technology continues to reshape the insurance industry, CSRs and Account Managers must navigate the challenge of integrating digital tools while maintaining strong, personal client relationships. AI, automation, and data analytics have enhanced efficiency and accuracy, but over-reliance on technology can lead to impersonal interactions. In your essay, discuss three keyways’ CSRs can successfully embrace technological advancements while preserving meaningful client relationships.”
In her essay, Tiawanya mentions, “When I first entered the industry, I spent hours processing and filing away paperwork. But now, with automation taking care of routine tasks, I have more time to engage with clients. Whether it’s picking up the phone for a quick check-in or sending a personal email or handwritten Birthday or Sympathy card, these moments build trust and strengthen relationships. Technology shouldn’t replace personal connections; it should ENABLE them!”
In addition to the national winner, four national finalists were chosen from a competitive field of applicants:
Tiawanya receives a cash award of $2,000, a distinctive gold and diamond lapel pin, and her name on a sculpture at Risk & Insurance Education Alliance headquarters. A scholarship will be awarded to her employer, Responsive Insurance.
Each finalist receives a gold and garnet lapel pin and $500 cash award.
