Trusted by firms who show — not just say — that their people are the difference
Understaffing and Undertraining Drains Energy, Erodes Talent, and Hurts the Bottom Line
We hear these challenges from Every Broker, Big and Small
- Salespeople are bogged down in client service.
- Client Service teams are too busy to take on new clients.
- 50% of the current insurance workforce will retire over the next 15 years creating a significant talent drain.
- Firms need more people but teams are too stretched to get them up and running.
- Remote or hybrid work has disrupted existing training - formal or informal.
- High-performers won’t stay if they don’t have qualified support on their books of business.
Big Changes Start With Small Shifts
Building effective, high-performing client service teams is a growth strategy. Shift your training, grow your business.
GenuineShift’s Client Service Academy empowers teams to lead confidently, solve complex challenges, increase capacity, and drive real impact. Our programs help client service professionals shift from reactive responders to proactive advisors.
Mitigate Risk With GenuineShift
Our industry-leading programs will accelerate your growth
✔ CAPACITY
Boost profitability by empowering teams to say 'yes.' Equip your team to delegate effectively, streamline workflows, and reset mindsets so they can handle more work without sacrificing quality. Enhance their efficiency and skills to drive revenue and build agility.
✔ COMMUNITY
Invest in professional growth to build resilient teams. Our cohort programs connect staff to nationwide best practices, letting them learn from top practitioners and reenergize their careers. They gain confidence, resilience, and a peer community to tackle shared industry challenges.
✔ CONSISTENCY
Simplify onboarding with consistent, targeted training. Provide employees with actionable client-lifecycle knowledge they can apply immediately. Concise videos and habit-building activities level-set skills, reduce leader pressure, and ensure team readiness to thrive.
✔ CREDIBILITY
Close knowledge gaps with training that drives outcomes. Our programs equip managers with tools to foster behavior change and real-world applications. Employees develop collaboration and client service skills, creating measurable, lasting results for your business.
Meet Jenn Walsh
GenuineShift
Founder & CEO
With 35 years of hands-on experience, Jenn Walsh has driven growth as a salesperson, agency owner, business development leader, and strategic consultant. Her deep expertise across insurance carriers, full-service brokerages, and national industry associations ensures she knows exactly what client service teams need to be successful.
An industry expert, sought-after coach, workshop and keynote speaker, Jenn brings her authenticity, candor, and empathy to help employees become truly team-, role-, and client-ready.
What Our Customers Say About Us
Frequently Asked Questions
We know what post-training success looks like: everything is designed with the post-program world in mind. Every GenuineShift program includes practical tools and tips for managers, ensuring they can support their team members long after training. These resources help you maximize your investment and foster real behavior change in how employees approach their colleagues and clients.
Our programs are created and coached by industry veterans who have worn every hat —from sponsors and producers to managers and employees. We get the challenges client service teams face and the complex role they play in helping clients protect their employees.
Our focus is on delivering practical, down-to-earth advice that’s directly applicable at any stage of the client lifecycle. Our goal is to move employees from struggling to succeeding, showcasing the true career potential in the Employee Benefits industry.
Everyone in the industry says they’re 'too busy,' yet everyone also agrees their teams need training. If nothing changes, nothing changes.
We get it—we’ve been in the trenches for decades. That’s why our approach is practical and efficient. Each lesson gives employees actionable knowledge they can use right away. Videos are concise and to the point, and activities are designed to encourage habit change, reflection, and strengthen team connections.
Plus, our 'Finding Time to Do the Work' module in the Account Manager and Account Executive Academies gives participants hands-on strategies to manage their workload, both during the program and on the job.
The shift to remote work has made employee development and growing firm culture more challenging, making accidental training and informal mentoring unreliable. Meanwhile, 93% of organizations are worried about employee retention.
Your leaders can’t afford to overlook the link between effective training and better recruiting and retention.
We will handle the foundational training for your newest employees, so your managers can focus on role-specific and firm-specific skills. Our programs provide measurable outcomes, giving managers early insight into how employees process information, follow directions, and take initiative.
Employees want to learn and take on new challenges—investing in your top talent boosts retention, improves client service and keeps recruitment costs down.
Yes. Our Client Service Academy programs are relevant for teams across the insurance industry. Contact us here to learn more.
Yes. We work with carriers through our programs and workshops, including our popular "Baffled by Brokers" series. Contact us here to learn more.
