Amy Pougher, senior client servicing manager at Reassured, speaks to Health & Protection about starting off her career as a chaser in processing, overcoming Imposter Syndrome, her penchant for marathon running and why she takes inspiration from a 1980s smash hit by John Farnham.
How did you get your start in the sector?
I left university with the intention of going travelling, but with zero savings and a chunky student loan I knew I needed money sharpish so applied for any office-based roles I could. I found it tough due to a lack of previous office experience but, finally, I secured an interview with Reassured who offered me a role as a chaser in the processing department and after two weeks I received my first promotion.
What do you enjoy most about your current role?
Firstly, I would say the variation – no two days are the same, so I get to challenge myself with all different types of tasks and projects.
It is important to me to ensure the role I’m doing plays to my strengths. I am urgent, analytical, precise, competitive, and creative, and the benefit of overseeing three different departments allows me to exercise all these traits, whether that is working with our providers, seeking fixes and trialling new processes.
Being a numbers person, I also like to have a clear measure on how well we are achieving against structured goals – getting to work with quantitative figures is incredibly satisfying.
Who is your role model – in life or in work?
I have always looked up to both of my parents – they are extremely hard-working and excel in everything they do. I’m always grateful for the good example they set for me.
Aside from that though, I think it can be all too easy to compare yourself to others which isn’t always healthy as everyone’s journey is different. I try to just focus on myself, making sure I’m always improving and moving forward while setting a good example for my teams.
Who has been your most important mentor in your career so far and why?
It’s tricky as there have been so many inspirational people I have worked with that have influenced me. My first ever manager while waitressing in a pub as a teenager made a lasting impression on my work ethic. With extremely high standards, he was one tough cookie to impress and taught me about values, versatility, attitude and resilience.
What advice would you give to people thinking about a career in the sector?
For a role like mine there aren’t any specific qualifications and, as I said earlier, I started in a very junior role and worked my way up. The industry has lots of roles for people with specialist skills and training (actuaries, for example) but is also brilliant for anyone with an interest in helping customers. Don’t be afraid to join a business at an entry level because opportunities are always around, be that on the intermediary side or with insurers who are always looking for bright talent.
The sector is full of people like me who have learned as they go in their careers; it rewards hard work and positivity.
What has been your biggest setback and how did you overcome it?
If I’m really honest, I found myself experiencing Imposter Syndrome a few years back which really impacted how I felt and acted in my job. I had progressed through the company quickly and suddenly had a ‘how did I get here?’ moment. I feared that there had been some mistake.
Luckily, we have a great support network within our management team and I felt comfortable speaking honestly about how I was feeling. The feeling still creeps back in, but I just reflect on the truth and what my teams and I have accomplished. My advice if you’re ever feeling the same is don’t stay within your head – make sure you speak to someone about it.
Laugh or cry – what did your most memorable client or case make you want to do and why?
Tears of happiness – I remember in my first year with the company I was processing an application for an elderly client who was looking to secure life cover to protect her family and pay for her funeral. She said she didn’t speak to people often and my update calls were the highlight of her day. We are always busy, so I would save her calls until I was done so I could give her more of my time. It was a mixture of emotions when we secured her cover on risk.
What’s your ultimate goal for your career?
I haven’t a goal or role I’d like to reach – I just want to know I am always moving forward in some way. Recently, I’ve been enjoying getting stuck into projects, thinking creatively about how we can evolve and improve the service we offer to our clients and trialling things we’ve never done before.
Aside from that, I dream of a house with bi-folding doors, a garden office and a double driveway.
How would your boss describe you?
I would probably say indecisive, stubborn and hardworking… but you are probably best asking him.
What’s your biggest talent away from work?
I have found out that I’m quite good at running! I started training at the end of 2019 and it kept me sane throughout multiple lockdowns in 2020 and 2021. I have since completed five marathons, with a personal best of 3 hours 13 minutes, which I’m pretty pleased with. This year I am looking to run a sub three-hour marathon, run one outside of the UK and tackle an Ultra-Marathon – once it’s warmer.
What mantra do you live by?
I live by a few different ones:
Seek to understand. “Why” is the most important question – understanding this in every scenario allows you to grow within and will aid your decision making in the future.
No half measures. Give your all every time – you may never get a second chance.
Attempt everything first. Help is always available but give it a go before you admit defeat, the feeling when you accomplish it is far sweeter.
You don’t grow from comfort zones. Grab every opportunity, even if it’s scary.
What song would you regard as your theme tune?
Probably something dramatically cringey like John Farnham – You’re the Voice or anything Whitney Houston.
If you or any of your colleagues have been working in the health and protection sector for less than five years and would like to appear in our Introducing… column, contact Graham Simons at graham.simons@definitearticlemedia.com.
