Call Audit
What should you do on a call if you have to leave a person on hold for an extended time or if you have silence time during a call?
Thank the client for waiting. Check in and let them know that you are still there. Tell them you are still reviewing the info. or that you are researching the situation. more than 2 mins.
You can also buy time by saying, "just a moment as my system loads."
What type of items can be found within CMOD?
This system houses computer generated letters and documents (items that are not typed up by a person) such as: Annual Statements, Billing Notices, GIO Letters, Grace Letters, Policy Pages, etc.
Electronic Funds Transfer (EFT) is known as what in ALIS?
Paid By ABC (PAC)
This whole life product is best for client's that prefer to pay the lowest premium for permanent insurance while building moderate guaranteed cash value and death benefits.
Whole Life 121
Will points be taken off if you do not use proper etiquette during the call?
Yes, customer service skills such as speaking clearly, proper language, tone, asking before placing on hold or transferring, and being polite and not excessively interrupting customers is essential.
When looking up a billing statement / billing notice for an ALIS Policy, how do you enter the policy number into CMOD?
1617191200
Leave it as is and enter all 10 digits into CMOD.
A policy contains 10 digits and starts with a "5," what company is the policy with AND what administrative system is used to access the policy?
State Life Company and Cyberlife
Name the three whole life policies that are currently being sold by OneAmerica.
Whole Life 95, Whole Life 121 and Whole Life Select
If the department that you are warm transferring the caller to has a long hold time, what do you do?
You are required to wait one minute and then you can drop them into the queue. Please set the expectation in advance. Tell them you will attempt to introduce the call but if the wait time is more then one minute, you will have to send them into their queue.
Can documents within CMOD be emailed?
If so, what system do we use to email the document?
Yes, as long as the item does not have a Social Security Number on it.
Use Outlook email and send securely via Mimecast.
This administrative system houses "Old State Life Products" such as Unimaster policies. Name the admin. system AND one unique quality of a Unimaster policy.
GSYS
Unimaster is the only plan type within GSYS that receives an annual statement.
True or False
The Enhanced Blended Insurance Rider is available on all Whole Life Products with underwriting approval.
True
How long is the nesting period? Approximately how many calls will the call auditor pull and review per week during that period? Do these calls count against your quality scores?
nesting period is approx. 90 days
3-4 calls are pulled and reviewed per week
The calls during this period of time do not count against your quality scores.
When looking at a document such as the policy pages within CMOD, what keyboard shortcut (what 2 keys can you hit) to do a quick search and locate specific words within the document?
Control F
What words should you see at the bottom of the 62D1 screen within CK4 before you can type a new policy over the top of the old one?
L52257548
DISPLAY Complete
This product provides whole life insurance protection to the client while they prepare for retirement. It will also become a paid up policy at a certain date.
Whole Life Select
What criteria will get you an automatic fail from the call auditor?
Failing to verify the caller according to the published procedure
Cold Transfer instead of Warm Transfer
Did not create AWD incall note
Incorrectly coding a payment within AWD / Payer Express
When looking up an Annual Statement for an ALIS Policy, how do you enter the policy number into CMOD?
Example: 1617191200
Add a hyphen after the first 2 digits and drop the final zero.
example: 16-1719120
How is death benefit calculated?
What is the "math problem?"
face amount - loan + PUA ins. amount + OYT face amount - back premium = death benefit
Name the two term policies that are currently being sold by OneAmerica. What is one main difference between the two policies?
OneAmerica (Basic) Term
OneAmerica Premier Term
OA Premier Term has a conversion privilege.