Standard Operating Procedures
This lock icon in Genesys is used when taking payments and helps secure your screen.
What is "secure payment"
After every call and email, you have time for this important task to ensure everything is properly documented.
What is leaving notes?
This is where you can find the address book.
What is "Agent Resources?"
You need to use this service when changing a customers address
USPS address verification
Jake works at an insurance company
What is state farm
This is what we should do to prevent customers from enduring awful music
What is limit holds
This is what you need when a customer wants to fire us.
What is an LPR
This is why you shouldn't keep a list of carrier contact information.
What is "it changes often"
This is the last thing you should say on a call with a customer
What is "please hold for brief survey"
This type of insurance covers you in case you're abducted by aliens... yes, really What do you call
What is alien abduction insurance
This is what you do when a customer calls to add a vehicle to their Safeco policy.
What is "transfer to safeco"
A suspense is a reminder to do something or check on something. You must leave a suspense when?"
What is "after every endorsement or cancellation"
This is the rating platform that agents use
Polly 4 Agents
You must go over this with a customer whenever they are making changes to their policy.
What is coverages
In this animated film, the government makes superheroes illegal, forcing Robert "Bob" Parr to abandon his secret identity and become an insurance claims adjuster.
What is the incredibles
Don't be cold, you should always transfer this way
What is warm transfer
This is what you should do to avoid duplicating work or missing important information when handling a customer's accoun
What is "review activities?"
If you can't find a customer in AMS, where else should you check to ensure that you've looked everywhere?
Polly for Agents
This policy feature waives your deductible when you are not at fault in an accident.
What is waiver of deductible
This is the only mammal capable of true flight
What is a bat
This is how we authenticate a customer to make sure their unhappy ex-girlfriend doesn't remove their car from the policy.
When do you not leave notes?"
What is NEVER
When you can't figure out how to process a change in carrier site, this is where you should go
This term refers to multiplying your uninsured motorist coverage limit by the number of cars you have on your policy.
What is stacking
What is the most common excuse used when arriving late to a meeting?
What is "internet dropped"