Back to Basics
When thinking about PD criteria for Parking Lot Cases, What are you looking for PC to say when describing PD?
What is we need to hear that the hood, door, or trunk will not open/close, leaking fluid.
What constitutes a "He said She said" case?
What is No one charged or cited at fault at scene of accident?
What is the Bigger Settlement Guarantee?
This is something special to Monge and Associates. It allows us to gather the total offer, the current Attorney's percentage + what the client is getting, total medical bills, and the ER portion to determine whether we are able "beat" the offer.
If a PC is charged at fault but says that it was later deemed that the OD was actually at fault. Which of these would you have to take into consideration to determine if we can sign?
What is the PC initially being charged at fault. Would require us to have SI or DUI in order to sign.
Explain what the meet or beat guarantee is and the steps on how to execute it.
What is where we are able to match a fee percentage that the PC requests based on them shopping or sticking firm at the specific percentage.
Message your mentor for approval and then explain to the PC we have the meet or beat guarantee which allows us to match the requested percent.
Per the new updates regarding Product Liability cases, what should we be looking for in order to consider sending Product Liability cases for review?
Catastrophic Injuries or Death/ Loss of Limbs Significant burns Million in Damages Long stays in hospital coma etc
Run by Bren for verification if ever in doubt
After approval for sending a Product Liability, what is the update regarding what we should not do when sending it over? OR What is the only way we should be sending it?
What is Do not Warm Transfer or Send Email. Only send Via LD.
When sending an email to attorney review, who should always be CC'd on the email and why?
What is Intake Leaders and this ensures that there will be eyes on the email so that it can be handled as soon as instructions are given if you are no longer on shift?
If you have someone on the line, who you are aware is not the PC, but are calling on behalf of PC, what steps should you take?
What is
1. Ask if PC is available/present or can be added to the call prior to completing intake
2. Provide our contact information and have 3rd party provide to PC for us to connect
3. Schedule a time where PC will be present with caller for us to connect
If you have a Client that calls in and says that someone is trying to reach them, before transferring or doing anything with the phone call what should you do (whether it is your PC or not)?
What is check the notes in the file to ensure proper handling and handle accordingly?
If you have a PC call in, who states that they have been extended an offer from the insurance company. What is the protocol from this point forward to review the case?
What is gather necessary information PC has (medical bills, percentage of attorney if they have the info etc) and Call Attorney review as they are the only ones who can make a final decision of if we will be able to do better or are not interested in the case.
If a PC is on the line and has specific questions about a WC case and how any decision they make will affect their job or case, what should we do instead of giving advice?
What is Let the PC know that they will be speaking with the WC attorney who will be able to let them know the specifics about their case and connect them with referral partner via WT.
When is the appropriate time to fill out all 3 boxes of marketing source details? AND If you are ever unsure of any of the boxes or Marketing Source in general what should you do?
What is at the time the source is given at time of call or in when chat lead is given? If you are unsure always ask an intake leader or place note and send to Intake admin for assistance.
Which Retainers/Documents are no longer listed to be sent in LD or Vinesign after the changes were made to the docs?
A. 30%/40% Contract 2025
B. 40% Contract 2025
C. 40% Contract Other States
What is C. 40% Contract Other states.
If you have a PC that calls in and states that they would like for us to take on their case, which is less than 6 months to statute. What must be present for us to even consider taking this case? Furthermore, who would have to approve such?
What is Serious Injuries or DUI must be present and Attorney Review should be contacted immediately to approve or decline as intake leaders would not be able to make the judgement call on these.
PC calls in and states they were at a business in what they identify as a "high crime area" and were injured by an individual who was robbing the business. Your first though is that this could be a negligent security case. What is the first question we would ask in this situation?
What is "Is security required at this business or do the surrounding business have a requirement to have security"?
If ever in doubt, Bren can approve or deny these cases for signing.
What steps should be taken before requesting a TO?
1. Complete Entire Intake
2. Gather Contact Details
3. Attempt to Send Documents
4. Use Rebuttals for any Objections
If you feel as though you are not going to be able to sign a PC on your initial call, what steps should you take?
A. Schedule a call back for later in the afternoon.
B. Offer a call back later.
C. Attempt to get over to an intake leader if all steps have been taken to sign.
D. Allow PC to get off the line since that is what they want to do.
What is C- Go ahead and attempt to get over to an intake leader if all steps have been taken to sign.
Your chances of us getting a PC back on the line after not signing on initial call decrease by 60% after they are released from the call.
Anytime you handle any action for a file in LD, whether it is your PC or not, what should you do before exiting the LD file?
What is Notate the file?
What is the Employee Discount Percentage?
And
What discount should friends/family of employees get?
What is Employee discount is 25%/40% and Friends and Family is 33%/40%.
NEW UPDATE: What is the one thing we should be getting from every PC we speak with whether signing or not?
What is Email Addresses?
PC calls in and requests to speak with attorney before signing. We have already obtained all of the questions that they have and have addressed what we are able to. What should be the next step?
What is Contact Attorney Review list to see if we can get PC immediately connected with an attorney if during normal business hours. (Call entire attorney review list in order)
If PC requests to speak with an attorney before signing and we are unable to get them connected with an attorney after trying the entire Attorney Review list, what is Scotts requirement for us to do before letting PC off the line?
What is get a specific time for call back and the time zone PC is in so that we can ensure they will be available at the time of the call?
If you take an email lead and the PC on the line says "NO", "Not interested", "No thank you" or responds via texts and says "stop" or any of the previous things.....Should we
A. Keep in chase and continuously follow up
B. Respond with "Please give me a call"
C. Close out and clear chase
D. Contact an intake leader via teams
What is C. Close out and Clear chase.
True of False: If you have a Caller on the line (who is not PC) and are unable to verify if PC is present on the call (i.e have not spoken with or heard PC on the call), but have been given enough details that tell us we can sign the case..... It is ok to send documents to the caller for PC to sign?
What is False?
We should not be providing a link of documents to anyone who is not PC, to avoid anyone signing on behalf of PC while on the call or off the call.