Emails
It's okay to send a customer a blank form because they requested it.
What is yes, just verify their email address.
What 'workgroup' do I check to receive a voicemail through I3?
What is 'Life Simplified Issue VM'
What system do I log into to see if there are any tasks to be completed?
What is DocFinity.
Where can I see the PTD (Paid To Date)?
What is on the Dashboard tab or on the left hand side.
What information do I have to verify with the customer before I give out any policy info?
What is the last 4 of SSN
What 'workgroup' do I need to log into to get an email?
What is 'Life Simplified Issue Email'
If I'm the only one logged into phones and I see there's a vm in the queue, what should I do?
What is wait for Jeryn/Jill to log into phones (we don't want any abandoned calls)!!
If I'm not sure how to complete a certain task, where should I get help from?
What is..
1. Life Direct Procedures page (always do this option first)
2. Jeryn/Jill
When I have a customer on the phone and I don't know the answer, what should I do?
What is put them on hold, look at your notes, ask Jeryn or Jill, or ask to call them back once you have an answer.
What should I do when I get the email from Homesite about the 'missed payment report?'
What should I do before I call a customer back?
When I see this type of task in DocFinity, I know Eli/Sree are the ones that need to complete it.
What is 'Refer to Underwriting...'
What is the most common (generally speaking) reason I get a phone call?
What is OTP (One Time Payment)/billing questions.
Once you've answered all the questions/concerns from the customer and you're getting ready to hang up, what's the last important thing you need to do with them?
What is ask if they want to review their beneficiaries.
Is it okay to give out policy information in an email to a customer?
What is no.
*It's okay to do this between our team and agents but not okay to do this between customers and our team. External emails are not secure.
When I call a customer back, what do I need to verify with them?
What is, verify you're talking to the right person (last 4 of SSN).
When I look at a form in DocFinity (I.e. any type of change request form) what do I need to make sure is complete on the form?
What is..
check the signature, or make sure the form is complete.
This is the tab where I can see who the payor/owner/insured/beneficiaries are.
What is the 'Roles' tab.
What needs to be done before a customer starts saying their bank account info/CC #?
What is secure pause (I3)
What status should I use to receive emails/vm?
What is 'Available'
*Make sure the workgroup is checked!
If I see the vm from the customer is from a different time zone, what should I do before I call them back?
What is check what time it is in their state (Google).
If there are 3 tasks in the queue, how should we (as a team) split the tasks up?
What is, let Jeryn/Jill know there are tasks and split the tasks up evenly.
To take a OTP (One Time Payment), this is the icon I should click on.
What is the 'wrench' icon (upper right-hand corner).
If someone else besides the owner is calling and asking for policy information, what do I need to do?
What is ask to speak to the policyowner, verify them, and ask if it's okay to speak to the other person.