Amendments
What should the access code be for the client and FP?
Last 4 of client's social security number (SSN) & Numerical portion of AA# for Financial Professional
Where does an in force policy live?
PA
Can we say “sanderling” to clients or FPs?
No, sanderling is a internal tern
When were the labs uploaded to HUP?
5/4/2022
Who is the target audience for this Ulysses training?
CCA's
What is required for Whole Life Policies when you are making the change in MI1?
Revised Basic Illustration (RBI)
Where do we pull APPS labs?
CRL
What is the slack channel we have for sanderling questions?
sanderling-back-office-questions
Who is the lab vendor?
ExamOne
What does Service Mentor prepare you to do?
Take control of the conversation, even when customers are angry or upset.
Quickly and clearly identify needs.
Offer solutions that customers will readily accept and truly appreciate.
End calls leaving customers feeling good…about us and our customer Care Advocates (CCAs).
What changes can be made by us (CCA) with an amendment?
Face amount increases (above maximum face amount limit needs to be approved by the Underwriter), Face amount decreases, Face amount changes for Juveniles (require Underwriter approval), Changes to application responses, including beneficiary change.
Where do you find client follow up questions in HUP?
Requests
Where do we check for beneficiaries on a sandering policy?
Notes tab in PA
Are there any follow up questions?
No
What is emotional intelligence?
Your ability to recognize and understand emotions in yourself and others, and your ability to use this awareness to manage your own behavior and relationships.
What should we do if Customer Care Support receives a request from a Producer or client to amend?
Check the Request tab in HUP and DocuSign to determine if there is an outstanding amendment that needs to be sent to the client.
What is needed at the end of a policy number when running a Rx and MIB report?
An additional 2
Why are we having these migrations?
the migration is part of a strategic goal to reduce administrative platforms to enhance the digital experience.
Who is the client's primary physician?
Frampton Henderson
What are the 4 B’s
Be aware, Be calm, Be respectful, Be forgiving
What should the subject line be when we are updating replacement forms?
“Please Review: Application Amendment: Replacement Form", Client Name
What is the year we change in Parameds when we try to search for a client?
2020
Are all migrated policies available for a FP in their account center?
Policies from the August 2020 migration are not visible to the FP in the Advisor Case Center on Coverpath.
When was the client diagnosed with cancer?
8/2020
What are the 8 steps of the call strategy?
1. Acknowledge the customer 2. Gain control 3. Transition to probe 4. Probe the situation
5. Provide solutions with options 6. Gain Acceptance 7. Recap and provide next steps 8. Ask, is there anything else?