|
Official Course Description:
MCCCD Approval: 12-10-02 |
|||
|
CSR201
2003 Spring – 2009 Summer I |
L+L |
3.0 Credit(s) |
4.0 Period(s) |
|
Insurance
Operations |
|||
|
Auto
insurance member acquisition services representative operating procedures.
Emphasis upon the explanation of payment and risk rate information, the
provision of written correspondence, and file information completion. Covers
representative underwriting observation, fundamental need based sales
principles, and phone system usage. Prerequisites: None. |
|||
Go to Competencies Go to Outline
|
MCCCD
Official Course Competencies: |
|
|
|
|
|
CSR201 2003
Spring – 2009 Summer I |
Insurance Operations |
|
1.
|
Review representative and member interaction. (I) |
|
2.
|
Operate an electronic form letter generation program. (II)
|
|
3.
|
Summarize procedures for the provision of written
correspondence to association members. (II) |
|
4.
|
Cite basic customer need based sales principles. (III) |
|
5.
|
Translate basic payment information to inquiring
association members. (IV) |
|
6.
|
Explain credit risk rate procedures. (V) |
|
7.
|
Complete the entry of missing information in previously
worked member files. (VI) |
|
8.
|
Operate a customer call center phone system. (VII) |
|
9.
|
Specify procedures for the deletion of customer service
notations from member files. (VIII) |
Go to Description Go to top of
Competencies
|
MCCCD
Official Course Outline: |
||
|
|
||
|
CSR201 2003
Spring – 2009 Summer I |
Insurance Operations |
|
|
||
|
I. Agent Monitoring
Procedures A. Agent Assignation B. Underwriting Procedure
Observation C. Observation Discussion II. Written Correspondence
Provision A. System Navigation B. Letter Generation C. Letter Customization D. Letter Transmittal
Procedures E. Documentation III. Need Based Sales A. Acronym Identification B. Introductory Principles IV. Payment Information A. Plan Review B. Due Date Determination C. Payment Cycle
Explanation D. Payment Methods E. Payment Options 1. Association Based
Options 2. Subsidiary Based Options
V. Credit Risk Rates A. Identification B. Rate Application
Determination VI. File Information
Completion A. File Access Review B. Missing Information
Identification 1. Driving Record
Information 2. Vehicle Identification
Number Information 3. Driver's License Number C. Information Entry
Procedures D. Information Entry
Software Features VII. Phone System
Operations A. Log-on/Log-off
Procedures B. Voicemail Operations C. Inbound Call Receipt
Activation VIII. Notation Deletion A. Electronic File
Navigation B. Field Location C. Supplementary
Documentation Procedures D. Notation Deletion
Procedures |
|
|