Culture and Values
Gifts/entertainment from vendors—what’s the expectation?
Generally decline; exceptions require prior approval and typically paying your share.
Scenario—conflict of interest example:
Decline gifts/favors that could influence decisions; avoid accessing your own policy/claim or those of friends/family; disclose potential conflicts.
What are the weekly and per‑request minimums for Green Alerts?
Maximum 30 hours (or 75% of weekly scheduled hours) per week; minimum 30 minutes per request.
Where do you verify availability and request Green Alerts on desktop?
My Verint Home > My Requests > My Time Off Calendar; choose 3CL Green Alert and request only during intervals shown in green.
End‑of‑day log‑out sequence to reduce next‑day issues
Mode to Sign Out → Sign out of Finesse → close apps on VM → restart VM → sign out & fully close Jabber → restart local machine (leave power/ethernet connected).
What does an ‘Inclusive Culture’ ask you to demonstrate?
Respect, empathy, attention to diverse perspectives; address gaps proactively.
Handling confidential & highly sensitive information (CHS): key “don’ts”?
Do not email CHS to personal accounts; do not transmit outside approved encrypted channels; do not record others without knowledge/approval.
By what time do holiday shift auctions open on signup dates?
By 12:00 p.m. ET on the referenced signup date.
Who is eligible to request self-service development time and when?
Specialists after Academy; requests up to 30 days in advance.
If an error message appeared in call routing portal, what should you record?
Record the exact error text and include it in the report.
Name Progressive’s five Core Values (any three).
Integrity, Golden Rule, Objectives, Excellence, Profit.
Who to contact and when for schedule equity or access needs?
Resource Planning during posted hours (855-891-2296 / CLSCHED@Progressive.com); if unstaffed, leave a voicemail or email for next‑day follow‑up.
If your regular schedule runs past a pre/after-holiday early close, what code appears and what are your options?
ABCLOS SITE CLOSING; choose PTO, Dock, or Makeup Time.
How many paid hours per year are allowed for self-service development?
Eight hours per year; supervisor approval required to exceed.
What is the first action you should take if multiple customers report being routed to the wrong department?
Immediately notify your supervisor and provide a summary of the issue, including the affected department, time of occurrence, and any common patterns (e.g., caller options chosen). Then escalate to the ROCC for resolution.
What is Progressive’s stance on retaliation for raising concerns?
No retaliation for good‑faith reports; use Open Door/Alertline as needed.
When a Green Alert is offered, what cultural behaviors apply?
Do not miss meetings/training; delete unused approved alerts so time returns to the pool; if you worked ≥15 minutes into an alert, notify RP to adjust.
If a holiday falls on your weekday normal day off, how can you flex?
Submit an HWSA flexibility form to take a different day off that week or save PTO.
Can you decline an approved Optimal schedule?
No; you cannot decline once approved (you can cancel while pending).
What codes are used to sign up for VTO?
3CL VOLUNTEER – 4HR or 3CL VOLUNTEER – 8HR.
What should you do if you observe unsafe practices or threats?
Follow procedures; for immediate risk call Emergency Hotline 1‑800‑436‑5505 (then 911 if appropriate).
Transparent time reporting—what’s expected and why?
Accurately record start/end times and meal periods; attest each pay period; ensures wage & hour compliance and pay accuracy.
Give one HWSA form window for 2026 (holiday + form window).
Examples: Memorial Day 2026 – 04/13/26 to 05/11/26; Labor Day 2026 – 07/27/26 to 08/24/26.
Where do you rank your schedule preferences in Verint desktop?
My Verint Home > My Requests > My Bid Options; enter 1–5 in the Preference column.
Can you delete or edit a VTO request after the start time?
No; you must delete prior to start time. After that, contact your supervisor or Resource Planning.