Notes
Systems used to record all actions taken on the account.
Black Knight
Postwrap
To avoid giving the borrower/coborrower homework, what are 4 flexible options we should offer when evidence of insurance is not on file?
Where would you locate the Agent/Insco code
Payee Database
“I apologize for the inconvenience” and “I definitely understand your concern” are examples of what type of phrases?
Empathy Phrases
Where would you go to add a new payee request.
Sharepoint
What action is taken to add a manual note to an account.
HAZN-F5
What would the P-code be for agency billed
P-3
When making a payment to a direct billed carrier which P- code will you see
P-code 6
Amazing, Absolutely, Great are example of what?
WOW words
What should be included on the HAZN-> F9 screen when submitting a HZO payment.
Line Type, department, carrier, overnight address, policy#, phone number, premium,001 and HZO
What should be included at the end of every note?
Your signature
Example:Jdoe/hipc
Where do you look for auth 3rd parties.
MEM1
Bor1
Add 1/4
NBID
Nots
OBL1
what screen can we view payments
HAZ1 and HAZA
Providing the caller with your undivided attention and promptly responding to their specific questions is an example of what?
Being attentive to the caller
Assurant opens this task to Cenlar as a request to obtain the status of a check
HAZCHK
What details should be captured in your post wrap
LOAN NUMBER
CLIENT
CALLERS NAME
LOG CODE
NOTES
REASON-REASOON DETAIL
ACTION-ACTION DETAIL
MCI PROMOTION
Agent called in to confirm premium. What should be confirmed before the call has ended?
Mc/Wind
What goes in the man-O-group code when requesting an expedited payment.
HZO
"I will be happy to assist you today", "I can definitely help with payment." Is an example of what
Reassurance Statement
What is the suggested hold time for researching an account?
3 minutes
What should you do if post wrap doesn't populate
Make a manual note.
Borrower has been fully assisted and has no further concerns or questions. What do you offer/mention.
mci to update/view policy information.
Which fields do you update when making a disbursement from the Haz1 screen?
DUE, EXPIRES, PREMIUM, TRM, COVERAGE, ACT, DISB CD, and batch Code
_________ is when a team member expresses kindness and builds a positive call environment around the customers personal experience, ensuring the customer knows we want to take care of his/her needs.
Empathy
Cenlar accepts verbal policy information from the ____ or the insurance company to cancel the LPI letter cycle for hazard and wind lines only.
Agent