Enter Title

Knowledge Tool

100

Backdating removing Driver - Insured Elsewhere ( Approved or NOT APPROVED SITUATION)

Not approved - Customer Request

200

For an Approved Situation who needs to document 30 days/ current policy term??

Supervisor

300

What does a customer HAVE to say to be eligible for PURE?

Service (Non-Retention Agent) Handling:

• The Policyholder is directly requesting PURE through word of mouth, declarations page review, or specifically asks for DriveEasy (telematics) or a Paid in Full discount

400

What are 2 common reasons an SPP is denied by AR?

Can not add additional instalments based off pay plan

Policy on can notice

No instalment fee included

Balance moving into next policy term

Time & Labor

100

What is the last possible day you can go into Workday and make changes on a time sheet? Workday Friday is 7/26.

7/27 by 11am

200

How many FMLA hours does every associate get in a rolling 12 month period to use? Where can you find this?

465, Workday

300

How do you submit a T&L correction? What do you need to submit?

Workday Help Case, T&L excell correction, manager approval

400

Sparkle Jane Johnson has just returned from leave and has worked 1150 hours in the last 12 months. What Protected Leave is Sparkle eligible for?

ADAAA

500

Tommy Pancakes had filed for FMLA because he missed a week of work for health related issue 3 weeks ago. Today HR just responded back that it was denied due to lack of paperwork. What are the 4 steps you are required to do next?

1) Advise associate time is not covered

2) Update ROA in Workday

3) File T&L correction process

4) Update next step of corrective action

Corrective Action

100

Can you move on a warning for an associate that is not executing coaching plan items? 

Yes

200

If Corrective action is denied due to the supervisors documentation, Frequency or lack of interaction with agent.

Supervisor can follow corrective action path

300

You are prepared to submit a warning for an associate on your team for lack of MOAT behaviors (Behavior). What template or checklist should you provide to manager via email for submission? (Hint On associates relation page)

Behavior:

• Reason for action:
• Timeline of events (including how it was brought to management's attention):
• Triggering event:
• What policy was violated: 
• Is this employment action the same/similar to other actions taken in similar situations? Yes/No (If no, explain) 
• What supporting documents are attached:  
• Prior actions attached: Yes/No 
• Proposed Memo or Warning attached: Yes/No

400

How many shifts must an associate miss without contact to count for job abandonment?

3+

• absent for 3+ shifts in a row
• with no communication about their absence, and 
• management has attempted unsuccessfully to reach the associate directly or through an emergency contact 

500

Agent has been adding 10 extra minutes to T&L for the last 3 months but did not actually work that time. Who is held accountable?

Agent invalid time coding & taking time. Supervisor invalid approvals and verification of T&L.

Random work

100

Agent want to use Sick time not vacation time for when they needed to leave early they already advised you that they needed to leave because of child care. Can you use care time?

No they advised it non health related.

200

Holiday falls on normal day off for associate. How do we handle non exempt associate? How is exempt handled?

non exempt- paid for additional day HOL Pay

Exempt- Comp day

300

What is a measurable action plan? What components must it include to be effective?

Action Plan

Observable

Measurable

Time sensitive