Duplicates
When should you search a customer's number to see if there is a duplicate file?
EVERY CALL
If you are OB team and you see a lot of IB calls coming in, what should you do?
ANSWER THEM. If you see IB team is on phone calls and the IB call is not being answered, please grab it!
Where do SOUND leads come from?
Sound Credit Union in Washington State
How often should you be working your Contacted leads?
Everyday! They should be caught up to 2 days prior.
Who must you email with the customer's name and phone number when you find a duplicate file?
cc Laurie
What do you need to do before working assigned tasks in your name?
Reach out to other members of your team (IB/OB) to be sure someone is available to cover.
What is the difference between a Referral and an ALPS lead?
Referral has talked to a specific person at a branch/service center about a quote.
ALPS are working with MACU on their vehicle loan and may or may not have talked about a quote yet.
When you are working a new lead that did not come to us with an email address, what must you do?
Email Referrer requesting email address for customer.
**If ALPS check referrer notes, may have one in there.
If you find a duplicate with an ALPS, Online, and Referral lead. Which one will you work off of, regardless of which one was most recently sent to us?
Referral lead
If you are assigned other responsibilities but are back up for IB, what status should you be in?
Busy; However, if your responsibilities are slammed, you should ask in the chat you are back up for if you can go into Away.
Where do you find ONLINE Sound/MACU/Link information they have already submitted?
ManageLeavittLink/QSET
When do you NEED to send a text to the customer
If you are unable to leave a voicemail or to confirm a callback appointment.
You are talking to a customer on a NEW MACU Online lead and notice they have a duplicate Mountain America Referral lead. Which file should you work off of? What status do you use to close the duplicate file?
Work off of the Referral lead
Close the Online lead by changing status to Merge Review
When on OB what are the 2 most important thing to look at to determine what type of lead you are working?
Vendor and Tags
Where can you find SOUND verbiage scripts and text/topdesk templates?
Teams LDR Chat--- Files----General Folder-- *Sound page is pinned to the top*
If someone is still legally married, do you have to get the spouse's information?
Yes, it is legally required by our carriers.
Focus on what you can do rather than what you can't. If they are unable to give that information for whatever reason, set a callback for when divorce will be finalized so we can quote them then.
What 2 things do you look at first to identify if a new lead is a duplicate or if it still needs to be called?
Lead Status and Created Date
If you find a customer in Customer Search with a different Vendor, what page can you find the steps to follow in the binder???
Page 65 or Page 114 or Page 152
Pro Tip: write page number on a sticky note for things you want to be able to access quickly in your binder?
What are our Online Vendor types?
Sound Insurance Online
MACU Auto Bundle
MACU Home Bundle
MACU BOP
MountainAmerica Life
Link Auto
Link Bundle
Link BOP
Following the 15+ procedures, if someone lives with FAMILY, what information do we HAVE to gather?
What do you say if they refuse to give the required information?
Name, Birthday, License/Permit number (if they have one, if not make note in Ricochet) - fill out in PL Rater
"We are so sorry for the inconvenience; however, it is something required by the carriers, and we don’t have any other way around it. If anything changes on your end and you would like to give us the information, please call us back at (insert phone # for the correct vendor type) "