Interpretation Department

Guidelines

100

Which are the three rules an interpreter should follow

Accuracy, Impartiality and comprehensiveness

200

What does the interpreter needs to do if the Customer is insulting or offending them directly. 

Provide two warnings before disconnection the call. 

• Note: remember to always notify the situation to the representative and your supervisor.

300

If the customer is a non-Spanish speaker, the interpreter will need to notify the representative by proving the LSA phone number and stating: ...

 “This is the interpreter, since the customer is a non-Spanish speaker, I cannot proceed with the interpretation, please contact the LSA line at 1-877-768-6973 for an interpretation service, thank you”.

400

If your inbound call is already on hold, wait from one to two minutes and disconnect the call by stating...

“The interpreter will have to disconnect the call since there is no answer from the other line”.

500

After being on hold for 10 minutes without receiving any representative’s update, you may disconnect the call by stating...

“Una disculpa Sr/Sra debido a que no hemos recibido una respuesta por parte del representante, tendré que desconectar la llamada, una disculpa por el inconveniente, favor de comunicarse nuevamente al número previamente marcado”.

PPA Terminology

100

Carta poder                                                  

Power of attorney

200

Odometer Statement

Declaración de odómetro

300

Underinsured motorist coverage

Cobertura contra conductor con seguro insuficiente

400

Transferencia electrónica de fondos

Electronic Funds Transfer

500

Uninsured and Underinsured coverage

Cobertura contra una persona sin seguro o seguro insuficiente

HO Terminology

100

Escrow account

Cuenta de garantia

200

Dwelling coverage

Cobertura de Vivienda 

300

Póliza de Cobertura Total

Umbrella policy

400

Loss of Use Coverage

Cobertura por pérdida de uso 

500

Lender-placed insurance

Cobertura por parte del prestamista

Definitions

100

 A condition that increases the likelihood of a loss occurring is known as...

Hazard

200

Coverage for damages to another person's property or injuries caused by you.

Liability

300

Coverage for rental car expenses while your vehicle is being repaired

Rental Reimbursement

400

Is a loan between you and a lender that gives the lender the right to take your property if fail to repay plus interest.

Mortgage

500

Personal Injury Protection (PIP) can also receive the name of _____________ in states like Florida.

Non-fault Insurance

Our behaviors

100

Encouraging open dialogue and critical thinking by questioning assumptions, proposing alternatives, and seeking stronger solutions without dismissing others.

Challenge ideas 

200

Working jointly across roles, teams, or departments to achieve shared goals by actively listening, contributing, and supporting others.

Collaborate

300

Offering timely, specific, and constructive input to help others grow, improve performance, and achieve better results.

Provide Feedback 

400

Ensuring that goals, priorities, expectations, and decisions are clearly understood by all, reducing confusion and enabling focused execution.

Provide clarity 

500

Which were our four behaviors 

Challenge Ideas, Collaborate, Provide Feedback, and Provide Clarity