CMOD
When looking at Policy Pages within CMOD what page is the best place to look at for a quick glance at the policy?
The Policy Data pages are the best place to start and see things at a glance about the policy.
If we have trouble understanding 3270 who do we ask?
Susan
When do we use "Return Call Later"
We rarely use it. However, if a processor, manager or team lead says they will call the client or agent back, mark "Return Call Later." Also, make sure you snip the conversation and at it to your incall notes. Please do not just offer a call back. Lastly, if you say YOU will return a call to the caller, just put it in your incall note.
What is the standard turn around time for an Address Change?
5 business days
What control function do you hit to narrow down a search in CMOD?
ctrl F
According to the "Draft List" what 2 policies cannot
go on Premium Draft?
L 57 and L 58 cannot go on Premium Draft
On the left side of the AWD screen, what option do you choose when clicking on the drop down search arrow to load previous incall notes and work items?
Policy#/INSL/SSN
What is the standard turn around time for a SURROWN and a SURREXT?
Is the standard turn around time the same or different for a VARSURROWN and a VARSURREXT?
10 business days
Different / 2 business days
What information do we not tell the agent or client when looking at a conversion letter?
example: 0620117980
The credit dollar amount that they should receive.
What Does APL mean? Also, when could a policy APL?
Automatic Premium Loan
It is a nonforfeiture option.
A policy will take an APL once it's in grace period due to nonpayment to keep from lapsing the policy.
If you see POADDCHG in the history on AWD what does that mean?
Post Office address change
What statement do we provide to show the length of processing time for a certain work item?
The standard turn around time is ......business days and we are currently taking about .....business days.
Name some items that we can email. Also, what should we never email?
You can email the following:
Blank forms through OneSource Online or AWD.
An Annual statement, Billing statement, conversion letter, GIO letter or anything in CMOD.
You can click print source and send an email from a document in AWD.
We should never email anything that has a SSN on it or any tax form of any type.
What loan information do we look up values in OneSource Online for?
A Max Loan Amount or "total loan amount."
If it were an ALIS policy, what else could you do to find this info.?
The New Business App is usually located at the bottom of the call history notes, which is technically the first item added to AWD. What does it mean if you are looking through the notes and see the FILE, FICHE or FLIM with a GREEN CIRCLE with CHECK MARK in it somewhere else within the list of AWD items?
Some one has requested to pull the file from the records. This may or may not be a request from the agent or client.
What is the standard turn around time for a Withdrawal?
2 business days
What is something that could make a client's premium payment change?
Some reasons could be:
A rider matured &/or dropped from their policy.
Or, the client added or removed a rider with a policy change application.
How many pages does the Client turn in on a Policy Change form? Also, what sections do all individuals fill out?
All 15 (ish) pages.
Sections 1 and 5 are always required to be filled out.
When clicking on the drop down search arrow on the left side of AWD, what do you choose to read the comments, notes, dates and time stamps on individual work items and incall notes? (We can also use this option when hovering stops working within AWD.)
View History
How do we get an updated "Quoting Service Levels" turn around time sheet?
How often is it received?
Will we get docked during a call quality audit for not providing the turn around time?
The sheet is emailed out by management on either Monday or Tuesday each week.
Yes, the call auditor will list this as a suggestion for future calls.