Official Course Description: MCCCD Approval: 04/27/04
CSR251 20042-20055	LEC	3 Credit(s)	3 Period(s)
Automobile Insurance Operations
Automobile insurance policy provision concepts. Emphasis upon customer service and billing issues. Covers communication strategies, payment information provision, and job resource usage. Includes policy lifespan and history documentation information. Prerequisites: None.

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MCCCD Official Course Competencies:
CSR251   20042-20055	Automobile Insurance Operations

1.	Trace the existence of an insurance policy from inception to expiration. (I)
2.	Locate necessary intranet based job resource information. (II)
3.	State factors that are considered to determine automobile insurance policy value. (III)
4.	Classify the types of calls generally received by insurance industry Customer Service Representatives. (IV)
5.	Identify the effect that speaking via the phone has upon customer service communication. (V)
6.	Describe customer service call flow practices. (VI)
7.	Apply communication strategies in the resolution of customer service issues. (VII)
8.	Express procedures for dealing with threatening auto insurance customers. (VIII)
9.	Explain customer identification means that ensure compliance with the Insurance Information and Privacy Protection Acts. (IX)
10.	Identify general billing inquiry customer service procedures. (X)
11.	Add customer service history notes to insurance policy customer files. (XI)
12.	Calculate billing system outcomes. (XII)
13.	Describe payment processing procedures. (XIII)
14.	Explain electronic billing options available to auto insurance customers. (XIV)

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MCCCD Official Course Outline:
CSR251   20042-20055	Automobile Insurance Operations

I. Insurance Policy Life Cycle A. Policy Initiation B. Endorsement C. Payment Concerns D. Cancellation E. Reinstatement F. Renewal II. Web-Based Resource Instrument Usage A. Reference Documentation Location B. Skill Enhancement Module Concerns 1. Location 2. Access C. Help Document Location D. Search Procedures E. Phone System Tools III. Insurance Value Determination A. Customer Service as Value B. Risk Factor Determinations C. Coverage Value IV. Customer Call Typology A. Notification Inquiries B. Underwriting Information Requests C. Endorsement Requests D. Cancellation Concerns V. Phone Based Customer Service Considerations A. Visual Communication Concerns B. Voice Tone 1. Pace 2. Inflection C. Word Choice 1. Jargon Concerns 2. Sentence Passivation VI. Customer Service Call Flow Concerns A. Call Opening Strategies B. Closing Procedures C. Hold Concerns D. Transfer Procedures VII. Communication Strategy Usage A. Strategy Identification 1. Active Listening 2. Emotion Recognition 3. Assertive Communication 4. I Messages B. Strategy Application VIII. Offensive Call Handling Procedures A. Offensive Language Calls 1. Response 2. Documentation B. Threatening Calls 1. Response 2. Documentation IX. Customer Information Privacy A. Customer Verification Stipulations B. Verification Matrix Usage C. Special Situation Variations X. Billing Inquiry Processing A. Customer Verification B. Need Identification C. Need Resolution D. Documentation E. Follow-Up F. Agent Inquiry Processing XI. Account Service Documentation A. Call Type Identification B. Undocumented Call Types 1. Audit 2. Training 3. Follow-Up Calls 4. Incorrect Policy C. Policy Billing Plan Identification XII. Bill Plan Calculations A. Installment Due Date Determination B. Payment Determination 1. Down Payments 2. Installment Amounts C. Late Issuance Considerations XIII. Payment Processing Procedures A. Overpayment B. Partial Payment C. Endorsement Billing Issues XIV. Electronic Billing Concerns A. Electronic Fund Transfer B. Electronic Billing Option C. Customer Enrollment Procedures D. Electronic Billing Restrictions

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