Lesson PT. 1
Great tool to use to take notes throughout a call
What is Sticky Notes or Notepad
The home page of Edge that allows agents to search for a policy.
What is Launchpad
side bare menu that can be moved to different spots on the screen that contains quick access to policy information.
What is Consolidated Summary
When the IVR was unable to verify a caller, you will see this displayed in the Finesse windows
What is Fail
Drivers that are a Spouse, Domestic Partner, Fiancée, or can be listed as this status
What is Co-Insured
Ensuring that the policyholder is taken care of on the first call.
What is First Call Resolution
Our caller verification and identification system.
What is Finesse
A helpful tool for an agent that is used to assist on many different types of processes in EDGE.
What is the Geico Assistant
A call that comes in with no response from the caller
What is an Open Air Call
Information that cannot be given out to anyone even the policyholder
What is sensitive information
One of the most important resources to use on a call and allows you to search insurance requirements and coverage limits for all states.
What is State References
First page In Edge that displays after locating a policy. Has verification, and billing and payment information to answer quick questions.
What is the Portfolio page.
The menu option that is the MOST efficient way to start a change of address or add a vehicle call from the Portfolio Page.
What is I Would Like To...
When a call needs no further verification it will display this in Finesse
What is Pass
Drivers listed on the policy that are not the named insured or co-insured
What are Other Operators Listed
Excess liability that goes beyond the limits of homeowner's, auto, or boat insurance
What is Umbrella Coverage
This page allows you to reset the policyholder's online account. (after they have tried to reset it themselves)
What is the Admin page
The page in EDGE that allows you to add an authorized user or update a phone number
What is Account Preferences
Call type that has a non-listed driver calling for information on a policy (could be a dealer, lienholder, or even a mother)
What is a 3rd Party Call
The minimum amount of pieces needed to fully verify a caller
What is 3
Examples include: GEICO.com, GEICO Mobile, GEICO Express, and the IVR
What are Self Service options
First page seen when accessing a policyholder's policy from the Portfolio page
What is the View Auto Policy page
A place for you to find documented information about a policy or to leave information to assist with future call handling
What is Policy Notes
A person who is not the policyholder but is authorized to make changes on the policy
What is an Authorized User
Something GEICO takes very serious in order to protect our policyholders
What is Privacy