What is RSP’s Business?
ReSource Pro provides back-office, data processing services to insurance agencies in the U.S.A.
Our employees work like staff in our clients’ offices by accessing their computer systems through the Internet. We complete hundreds of different insurance-related tasks throughout the company for different clients. This type of work is called Business Process Outsourcing (BPO). Clients outsource all of their work that can be done in the office, such as data entry and analysis.
Client Assistant: Helping Our Clients from across the World
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What is the work environment at RSP like?
Work environment is very important at ReSource Pro, and is one of things that make us different than other companies. RSP employees enjoy a friendly, comfortable work environment. They dress casually and choose the music that they listen to throughout the day. During lunch employees like to sit in the kitchen and chat with friends or watch TV, or play table tennis in our break room. They also often participate in various fun company-sponsored activities, such as sports day. Our management style is a blend of east & west. We typically consider our employees’ opinions in all we do.
Why do you need to recruit so many people every month?
RSP has grown from 140 employees in 2007 to 1000 employees as of 2011. The growth will continue, and we expect to have around 2,000 employees by the end of 2015. The growth is a result of a large demand for our service from clients in the US. In the past, we were able to bring in 3 to 5 new clients every month, and more and more companies in our market are showing strong interest in working with us. Our existing clients are also giving us more work and growing the size of their RSP teams. We are projecting to add 20 to 40 new positions every month to meet those clients’ need.
In addition to client needs, we are adding more management positions every month as the company grows. We have been filling all of the management positions by promoting employees from within the company, and we’ve built systems and processes to ensure we continue to do so.
Another factor is that we have employees leaving the company for further education, relocating to another city, or pursuing a new career path. We are maintaining a much lower employee turnover ratio than most other companies, but we still need to hire about 15 to 20 people every month for those positions.
Describe a normal day for a Client Assistant at RSP.
Our standard workday is 8 hours (Monday through Friday). Our employees spend the day completing data processing tasks and working with other team members. There is a one-hour lunch break from 11:30 or 12:00, and employees may either go to the business complex cafeteria or use the kitchens in our office. Occasionally, employees will have opportunities to participate in training sessions either in the classroom or online, such as English, Insurance, Professional skills, etc.
Do employees work overtime?
In general, employees do not need to work overtime. However, sometimes clients will ask the team to work overtime to finish a particular project, in which case employees will be paid at rates based on our company policy and the labor law, or they can choose time compensation based on our policies.
Why do you need two computer monitors?
Most insurance companies in the U.S.A. equip their office computers with two monitors, because people often use more than one document or program at a time. Two monitors can help people to reduce the actions in switching between documents or software. For example, if you are writing your resume on one monitor, you can have an example on the other monitor to refer to. In this way, you don’t need to switch between 2 documents by clicking on them, and you can complete the work more quickly and easily. RSP adopted this method so that our employees can work more efficiently and comfortably.
What types of learning opportunites are available for me to develop my skills?
Our employees develop themselves through formal and informal learning. This includes structured courses, online learning (available at home), instruction from team members, and learning by doing.
The first formal course is Prep School. There you will learn the basic skills necessary to begin your career at ReSource Pro. Trainees gain knowledge in different work-related fields, such as American Insurance, Computer Skills, English Skills, Customer Service, and Professional Behavior.
There are also many continuing education courses available for all employees at RSP, including English classes, Insurance training sessions, various workshops, and many others. Employees are encouraged to participate in the appropriate courses and programs.
To a large extent, employees learn through their daily work and interactions with other team members. At ReSource Pro, we emphasize the active role of the employee in learning and growth, both in class and on the job.
What is the career path for your employees at RSP?
We understand how important career development is to our employees. With managerial and professional career paths available, as well as a broad range of learning opportunities provided, RSP is not just a place to start a job… RSP is a place where you can start a successful career!
The entry-level position for employees is Client Assistant. If you successfully complete your tasks and perform at a high level, over time, you will have the opportunity to take on more responsibilities in the company. Provided that your work performance meets expectations and you demonstrate the ability to work at the next level, you will become a candidate for promotion when those positions become available.
You will learn more about career levels and paths after you join RSP.
Since what we learned is American Insurance knowledge, how can my work experience here benefit my future career if I leave RSP?
As you may know, the Chinese government is offering more support for BPO companies, and Qingdao government has established its BPO Base. This suggests that a large number of job opportunities will be available and the market will need more experienced BPO employees.
More importantly, RSP has a strong Learning and Development team dedicated to helping employees learn and grow. Besides Insurance, you will receive more training in areas like Business English, Professionalism, and Management by learning a variety of learning techniques. RSP employees can access all the training resources through our E-learning System on the intranet.
How do you make your performance management system fair and just? (What’s your performance management system like? How do you measure an employee’s performance?)
We are a pay for performance company. We have a mature process and policy for performance management. After your probation, your supervisor will set up performance goals with you. All the goals are measurable and related to your work. You will get a quarterly feedback and an evaluation at the end of cycle review.
When can I start to get the training opportunities? How can I get them?
RSP provides about 350 online learning modules and job aids in different learning techniques. Based on their own training needs, employees can make their own learning plans. Training opportunities are always waiting for you, so you can get as much training as you want, as long as you are willing. Your learning and development is in your hands!
Who will be the trainer or facilitator?
We have both internal & external facilitators.
• Our internal facilitators come from L&D, as well as other areas of the company. We have a structured process and program in place to train our internal facilitators and build their expertise. This is also one of the training opportunities we provide to our employees, so if you are interested in learning how to facilitate, you can take advantage of this opportunity.
• External training vendors and experts (Chinese and American) are also invited to deliver training to our employees from time to time.