Dee's Questions
When I want to check what the metric expectations are for new hires, I would look for this document on the Service Hub SharePoint site.
What is the Service Hub Expectations and Guidelines?
This web-based system is used to compose letters to customers and clients and has many standard template letters.
What is ECCM?
This system is where we direct plan administrators to make changes for their employees or payments for their invoices
What is Client Portal
What is Request for Service Form?
This primary customer type is a 1099 employee that is contracted to sell Colonial Life products.
Who is an agent?
When I need to confirm when a PA’s last log-in to their Portal was, I use this popular App.
What is the Security Administration App?
This app is accessible through My Colonial Life for Employees and allows us to navigate the website portal as the customer and view agent data.
What is Home Office Search?
This ClientView Lookup screen allows the user to search by BCN alone.
What is the Group Lookup?
This tab on the Service Hub SharePoint site is where one would locate a list of directories.
Contacts and Connections
In AWS, this button is used to transfer a caller to another representative or department.
What is the Quick Connects?
According to the Account Information Management System, She is the ‘Decision Maker’ for the Employer ‘Maui Cookies Inc.’
Who is Susie Lowe?
Plan Administrator, CEO, Owner. These are all examples of someone that is associated with the group that we can discuss account details with.
What is a Decision Maker?
This is the department we would connect an agent who is in need of their agent number.
What is Sales Compensation?
This number is assigned to a 1099 contract employee.
What is an agent number?
These two weeks are often drawn for PTO to give employees of all seniority opportunity to take.
What is 4th of July and Christmas Weeks?
When entering the Outlook Inbox ‘AcctSrvsRequests’, if the top email (which is highlighted due to opening the inbox) is an unread item, I must do this vital step before leaving the inbox. Otherwise, the item may not be pushed to Pega to be worked…
What is re-mark the item as ‘Unread’?
This individual or entity submits applications for insurance to the Company. Unlike agents who are closely affiliated with Colonial, they are independent producers.
What is a Broker?
This number is assigned to an email regardless of how many requests are present in request.
What is an Interaction Number?
This is the system in which customer emails will be processed.
What is PEGA?
This popular team award can be collected and exchanged for items such as 4 hours of RTA, 2000 Spotlight points, or email only processing day.
What is the GOAT awards?
According to the Routing Guidelines in the Service Hub SharePoint, I will transfer an Agent needing a password reset to this extension number. Its ok, you can Cold Transfer!
What is 83804?
This mainframe is used to navigate data, transactions and information related to group/individual billing as well as claims. Also known as Green Screens, POS, Sessions or just Mainframe.
What is Columbia Mainframe?
These three systems will allow you to determine who the Decision maker is on an account.
What is Columbia Mainframe, Security Administration and AIMS?
This role at a larger account will probably not be a plan administrator; however, he/she can make significant changes to the account.
Who is a decision maker?
The Service Hub employees have this amount time allocated for personal development where each member can participate in job shadows, take online courses, meet with a mentor, or attend an Employee Network meeting.
What is 1 hour per month?