What Makes Our Employees Stand Out?

By Jeremy Pope , Chief Administrative Officer

I often reflect on what makes Citizens so special and unique, and I am always drawn back to our incredible employees. Recently, I witnessed another example of Citizens employees putting the customer experience at the forefront of a situation.?

As we were in the final moments of closing our Catastrophe Response Center on October 3 in Pinellas County, a heavy rainstorm came through while a policyholder was inquiring on an Additional Living Expense (ALE) check due to damages experienced to their property from Hurricane Helene.?

We were able to capture the moment when a team of three Citizens employees delivered the check to the policyholder in her car. Two of the employees were holding up a tablecloth over the other employee to block the rain so we could fully communicate with the policyholder and deliver the payment on-site.?

The picture of this moment will always remain with me and serve as a reminder that our employees are truly the heartbeat of our organization. Thinking of so many various circumstances, one thing is clear –?Citizens employees always show up.

Why Our Employees Stand Out

From my observations, Citizens employees stand out for several reasons:

1. Commitment and Passion:?Our dedication to the company’s mission and values drives us to go above and beyond.
2. Customer Focus:?We prioritize customer satisfaction, building strong relationships with stakeholders while exuding a spirit-to-serve mentality, both internally and externally.?
3. Teamwork and Collaboration:?We work well together, fostering a supportive environment that encourages creativity and problem-solving.
4. Skills and Expertise:?Our employees bring a diverse range of talents and knowledge, contributing to innovation and efficiency.
5. Adaptability:?We adjust to changing circumstances and challenges, demonstrating resilience and flexibility.
6. Positive Attitude:?Many of our employees lead a culture of positivity, which enhances morale and motivation and makes the workplace enjoyable.
7. Continuous Learning:?Our employees seek growth and development, staying current with industry trends and skills.

Facing the Challenges Together?

It will not always be easy, though. Challenging circumstances will stretch and grow us professionally. For me thinking back in my career, such moments, at times, have made me step back and question or doubt myself. Every day each of us has a choice. We can let the challenges, disappointments, and roadblocks set us back and define our professional presence to others, or we can take such situations and moments and persevere.?

Through changes, challenging circumstances, and disappointments, both professionally and personally, one thing is clear – we have amazing employees who demonstrate an unwavering commitment to the organization. Citizens employees care about our customers and each other as team members, and that is what makes this organization so special. Bottom line: Our employees continuously “show up” when we need them most.?

I am truly thankful to have the privilege to work with such talent and am proud to serve alongside our employees – as we continue to support our policyholders and the people of Florida.