Presentation on theme: "Branch Office Clerical Training. What to expect in a routine day! Answer the phone, assist customers, agents and management team. Prepare outgoing mail,"— Presentation transcript:
Branch Office Clerical Training
What to expect in a routine day! Answer the phone, assist customers, agents and management team. Prepare outgoing mail, order and maintain office supplies, key and check data on computer and perform duties delegated by Branch Manager.
Topics Phones & Walk-in Customers E-mail/Voice Mail/ Customer Service Home Office Mail Insurance Applications Mail/Postage Computer Screens Office Supplies/Forms Additional Responsibilities Questions Answers You will be referred to the Field Clerical Manual, which is available on our webpage at libnat.com. Select Branch Office/Field Clerical Manual. Clerical support is available by e-mail, firstname.lastname@example.org, phone 205- 325-2512, fax email@example.com Computer and phone issues, contact Telecommunications Department, 205-325-2795. For assistance with office machines/supplies, contact Purchasing Department, 205-325-2547.
Phones & Walk-in Customers Answer the phones using business etiquette. Phones should be answered saying Good Morning or Good Afternoon, Liberty National. Refer walk-in customers and phone calls to agents, if the agent is available. If the agent is not available, the following requests can be handled by the office clerk: Name/Ownership/Beneficiary Change/Duplicate Policy Requests Premium Mode Change Stop Bank Draft or Change Bank Account Address/Phone Number Change Policy Search Death/Health/Accident Claims Loans/Surrenders/Paid-Up/Extended Term Insurance For Detailed Instructions, refer to the Field Clerical Manual, Part I, Section 5000, Pages 4 & 5. Information regarding a policy may be given verbally ONLY to the owner of the policy unless the insured is deceased. If the insured is deceased, information may be given verbally to the beneficiary.
E-mail/Voice Mail/Customer Service E-mail - Check e-mails each morning and periodically during the day. E-mail instructions are available in the Field Clerical Manual Part II, Section 6000, Page 1. Voice Mail - Check voice mail as needed (refer to Branch Manager for access code). Customer Service – Information requests that cannot be obtained through the branch computer should be e-mailed to Customer Service at: Custserv@libnat.com. Phone calls to Customer Service should only be made in emergency situations. Examples of some requests that can be e-mailed to Customer Service are: change bank information if the requested draft date is after the 10 th of the month; address changes, requests for duplicate polices, policy searches, etc.Custserv@libnat.com
Home Office Mail Mail being sent to the Home Office should be placed in a plastic bag with the appropriate mailing label. Refer to the Field Clerical Manual, Part I, Section 5100, Pages 1-4. Request plastic bags and mailing labels from the Home Office Mailroom, call 205-325-2714. Home Office mail should be sent twice a week. Examples of Items to be sent to the Home Office: Home Office Verification Sheets - List the following on individual sheets: Applications R868s/L347s Illustrations M895s Reinstatements Claims Applicant Registers BEAM Reports
Insurance Applications Verify the following: All questions are answered. The branch and agency numbers are correct. Beneficiary is acceptable. Date of birth and age are equal. Application has been signed and witnessed by the correct person(s). Only BLACK ink is used on the application. If a cover sheet is submitted, it should be placed in back of the application. Applications with errors or incomplete applications should NOT be submitted to the Home Office; they should be given to the Branch Manager. After applications have been checked and corrections have been made (if necessary) list on Home Office Verification Sheet.
Mail/Postage The Branch Manager is responsible for taking and picking up the office mail. Postage is purchased by the Branch Manager. A reimbursement check will be issued to the Branch Manager for a maximum of $100.00 per month for postage expenses. Complete form R3663, Request for Reimbursement, attach receipt(s) and send to Polly Brooks at the Home Office. Only one reimbursement check per month for postage will be issued.
Computer Screens For the security of Company information, the Office Clerk and the Branch Manager are the only employees authorized to use the Branch Office computer. The computer screens discussed in this section can be accessed through the Home Office icon on the Branch Office computer. Keying instructions for these screens are available in the Field Clerical Manual, Part II, Section 6100, Pages 1-37. The following screens are used to make changes and add data. All other screens are view only. BBST Stop Bank Draft BBCHAdd/change Bank Draft Information IC51Order Supplies DT01Transfer Policies DT04Mass Policy Transfers LEPRKey Personal Leads LEARKey Sales Data LEACKey Additional Sales Data LEADRequest Liberty National Policyholder Leads LEPUAssign Agent Number to Purchased Leads LEASRe-assign Purchased Leads LENARequest New Agents Prospect List
Computer Screens Continued Guide to Most Commonly Used Screens INFOPolicy Information CB01Client Information NAMEObtain Policy Number FP10Pending Agents Employment Inquiry HC01Health Claim Inquiries BBSTStop Bank Draft BBCHAdd/Change Bank Draft Information IC51Order Supplies Copies of Liberty National Computer Screens MAY NOT Be Given to Anyone
Office Supplies/Forms Office Supplies Order from Office Max on-line; Branch Manager has the Access code. For items that are not available from Office Max, send an e-mail to firstname.lastname@example.org requesting email@example.com On-Line Forms Most Liberty National forms are available on-line by accessing libnat.com, branch office, on-line forms. These forms should be printed as needed. Other Forms Available Forms, applications, envelopes, etc., that are not available on-line can be ordered on the IC51 screen on the Branch Office computer. Orders can be placed ONLY during the days assigned to your Branch Office. Contact the Purchasing Department, 205-325- 2547 for the specific dates your office can place an order. If you should have an emergency need for printed forms between assigned ordering dates, you may send an e-mail to firstname.lastname@example.org, telling him the items and quantities you need. He will ship them to you with the understanding that the Branch Manager must pay the full cost of the shipping expense personally, via payroll email@example.com
Additional Responsibilities Auto Liability Insurance As a condition of employment, all agents and management must furnish evidence to the Branch Manager that they carry automobile liability insurance. (Independent Agents are not employees.) The branch office is required to keep a record of all branch employees expiration dates for such insurance coverage. Prior to the expiration of the policy, the branch will give the employee notice of the expiration date. Applicant Registers Mail Applicant Registers to the Home Office, Field Personnel Department at the end of each quarter. Independent Agents are not employees and do not have to be listed on the Applicant Register until they qualify for employment. When the Branch office is notified by the Field Personnel Department that an Independent Agent has qualified for employment, that persons information should be listed on the Applicant Register. Clerical Time Report Should be completed, signed by the Branch Manager, and faxed to the Home Office at 205-325-2513 each Thursday before 11:00 AM Central Time. BEAM Reports Send to Home Office, Linda Holsomback at the end of each month.
Questions 1.Policy information may be given to whom? 2.When should e-mails be checked? 3.How do you get plastic bags and mailing labels? 4.If an insurance application is incomplete or incorrect, what do you do with it? 5.Who should take and pick up office mail? 6.What computer screen is used to stop a Bank Draft? 7.How do you order office supplies? 8.When should Applicant Registers be sent to the Home Office? Answers on next screen
Answers 1.Policyowner. If the insured is deceased, beneficiary. 2.Every morning and periodically during the day. 3.Call Mailroom, 205-325-2714. 4.Give application to the Branch Manager. 5.Branch Manager 6.BBST 7.Office Max through the Internet. 8.At the end of each quarter.