New in role (0–3 mos)

• Begin learning this task 2-3 months in role
• Understand certain forms on the policy and what gets filled in the certificate
• Know what relevant information is
• Ability to cross-reference your policy and the request you received; ability to explain what information is needed and why

Meeting expectations (3–6 mos)

• Process daily certificate requests and annual certificate renewals
• Process policy endorsements based on certificate requests
• Navigate through form language and understand what what the language means

Exceeding expectations (6+ mos)

• Ability to find a problem and solve it on their own
• Can explain subrogation waiver, additional insureds to the client
• Review the language and confidently work with carrier to negotiate*
• Review full contract*

_{*May have overlap into the Sr. CA/CM roles. These can be dependent on book; industries covered and account complexities.}

‍

Knowledge

• Understand each box on a certificate

Skills

• Verbal Communication
• Data Entry

Abilities

• Can explain what is in each box of a certificate
• Understand how client files are organized and where to find carrier/policy information in the file

Technology

• AMS360

‍

• Carrier classes to help understand form language
• Additional Insured classes available through carrier websites
• One Note: Procedure manual with process information and training on Additional Insureds
• Activity: Spend time reviewing and reading the entire form. At the end, can the employee explain the importance concepts, not just the title of the forms.

‍

New in role (0–3 mos)

• Can create audit transaction in AMS and enter the premium
• Know how to file audit in WorkSmart and what information to send to the client
• Learn payroll codes and basic rate structure
• Understand audit processing is a top priority within service standards

Meeting expectations (3–6 mos)

• Understand the full audit process and your role in keeping the processing moving. This includes post-audit disputes.
• Be able to track and file the process within WorkSmart
• Understand how to keep client and CM/producer informed of the process. Communication responsibilities will vary by team.
• Can articulate how ownership structures work and why number of employees matter (especially MN rules).
• Can clearly discuss payroll codes/classifications/exp mods with client and how they affect premiums.

Exceeding expectations (6+ mos)

• Able to dispute audits with little/no assistance
• Has knowledge of exposures, state rules and laws, which is foundational in the following three behaviors:  

1. Easily navigates payroll codes to be used
2. Knows when there are inaccurate classifications
3. Know how to bring this concern up to the Producer and/or CM

‍

Knowledge

• State laws
• Payroll codes/Classifications
• CISR Designations or equivalent

Skills

• Verbal Communication
• Data Entry

Abilities

• Know where to find WC codes by state
• Can negotiate and dispute audits  

Technology

• AMS360

‍

• Audit classes available through carrier websites
• One Note: Procedure manual with process information and training on Audits
• State Work Comp Laws mwcia.com or RoboForm WC Laws by State  
• Scopes Manual via Reference Connect
• Training Activity: Spend time in Reference Connect and find payroll codes in the system
• Training audit disputes only occurs real-time when there’s a need to dispute an audit

‍

New in role (0–3 mos)

• Know how to set up an endorsement in AMS
• Knows how to update the application  
• Understands how to correctly send change requests to carrier for processing
• Know how to process, review, file and bill the endorsement received from the carrier  
• Learn what carriers have on-demand processing  
• Learn what information is needed to complete a change request
• Learn what is an “Out of sequence” endorsements and why it matters

Meeting expectations (3–6 mos)

• Routinely can meet Service standards and is self-sufficient in processing change requests and endorsements  
• Accurately maintains documentation of change requests and endorsements
• Able to determine when on-demand processing vs. reaching out to carrier is needed
• Accurately bills client for change requests
• Know when to call underwriters and clearly communicate
• Able to process change requests with more complexity (ex: with multiple coverages)

Exceeding expectations (6+ mos)

• Regularly exceeds service standards in completing timely change requests and endorsements
• Endorsements are completed immediately and there is no backlog  
• Communicate expectations clearly and have confidence to pick up the phone to explain the situation quickly

‍

Knowledge

• Understand basic coverages  

Skills

• Data entry
• Must be licensed to make a change request *make sure we are doing this for all alterations, advising, carrier requests  

Abilities

• Need to know what information is needed to complete certain types of coverages

Technology

• AMS
• Work Smart

‍

• List to understand which carriers have on-demand processing (March 2021 – this list is currently being built by Lillian/Stacy)

‍

New in role (0–3 mos)

• Know what questions to ask the client
• Know how to communicate with a client on the phone
• Look up clients in AMS360
• Identify which carrier the policy is with
• Gather information needed to look up account and take proper notes.  
• Find the billing answer, or partner with others on team to find answer
• Respond back to client with the answer

Meeting expectations (3–6 mos)

• Be able to look up client information immediately
• Know what questions to ask the client during a phone call
• Be able to answer client billing questions quickly, ideally in one interaction
• Know when to redirect a client to a carrier website, and how to kindly do so to maintain a positive client interaction

Exceeding expectations (6+ mos)

• Coaching and directing producers how to handle billing questions
• Training the clients how solve their own billing questions.
• Educating clients when to reach out to CG and when to solve their own issues  

‍

Knowledge

• Ability to maneuver carrier website
• Accounting basics  

Skills

• Listening
• Verbal Communication
• Phone Etiquette
• Math

Abilities

• Ask the right questions
• Understand how client files are organized and where to find carrier/policy information in the file

Technology

• AMS360

‍

• Contacts Toolbox
• Billing Reference Connect
• Training Activity: Go pull documents from carrier websites
• Training Activity: Review carrier reference guides.

‍

New in role (0–3 mos)

• Learn how to enter direct bill transactions
• Learn how to enter agency bill transactions- annual and installment, Surplus Lines Tax)
• Follow CSA procedures in respect Cancellations. Communicate any final cancellation and billing to the appropriate people. Understand how they affect billing.

Meeting expectations (3–6 mos)

• Learn how to enter agency bill transactions- installment, Surplus Lines Tax.
• Learn the basics on Surplus Lines Tax; when does CG file surplus tax and when does the broker file surplus tax. Including Commission
• Quote and process Premium Finance agreements.
• Consistently apply down payments accurately
• Process AORs, understand how they affect billing, update client file in WorkSmart. Communicate AORs to the appropriate people
• Recognize when a bill has future installments know who to ask to help support the process
• Take ownership of any tasks related to the monthly Statements/Invoice info received from Accounting and the monthly Direct Bill Unbilled items report & Commission audit report
• Learn how to apply premium to future installments
• Learn why Premium Allocations occur and in what situations premium allocations are used

Exceeding expectations (6+ mos)

• Understand billing under a master/sub/multi entity agency bill account. Know if your clients use this type of billing and who to go to learn more
• Knows how to fix the pay plan in AMS when bill is broken into future installments
• Can do an invoice for multi entities – and simplify the invoice process if you have multi-entities. Only applies certain types of accounts

‍

Knowledge

• General understanding of direct bill vs. agency bill

Skills

• Math Skills

Abilities

• Complicated bills need excel mastery

Technology

• AMS
• WorkSmart
• Excel

‍

• Review Billing Service Standards  
• Training Activity: Ask employee to explain terms in agency bill transactions.
• Procedure Manual found in J: Training Commercial Lines
• Excel documents Premium Finance, Surplus Lines Invoicing Chart found in J: Training Commercial Lines  

Training Activity

Ask employee to explain when accounts are booked and entered?  

Training Activity

Premium finance billing and checking for understanding  

Manager Activity

Review Direct Bill-Unbilled Report for common people on the report. This may indicate more training is needed.

Manager Activity

Check in with Accounting to understand if any carriers are calling about non-payment.  

‍

New in role (0–3 mos)

• Understand common tasks and priority levels
• Organize your work in Worksmart (WS) by categories.
• Understand why consistency in WS organization matters to the broader CL team
• Describe who is involved in the mail process
• Understand how your role impacts others’ work
• Be able to describe why mail is important and what could happen if processing is behind
• Explain why mail processing is important to the Customer Service Model

Meeting expectations (3–6 mos)

• Review tasks a minimum of 2x daily. Morning and end of day
• Prioritize your work into what must be done today and what can be started on a future day
• Use tasks dates to organize your work and set reminders for completion

Exceeding expectations (6+ mos)

• Review tasks a minimum of 6-8x daily.
• Manage a larger book of business and be able to stay current on task list (50 items or less)

‍

Knowledge

• Insurance terms  

Skills

• Task Organization
• Time Management

Abilities

• Ability to prioritize tasks by criticalness
• Ability to communicate priority levels in tasks

Technology

• Worksmart
• Word

‍

• Task List by priority level
• Flow chart of Mail processing

Training Activity

Go through physical mail copies and practice

New in role (0–3 mos)

• Know basics of coverages and applications
• Easily navigate AMS
• Understand what is important and should be shared with others
• Learn automatic renewals, includes updating limits from policy term to policy term
• Report the highlights with the CM and/or producer
• Take direction from CM/producer if there are issues to resolve from policy check-in
• Learn why exclusions matter and what particular coverage forms matter by client type
• Begin to understand “Description of operations” in the policy. Learn what coverages are relevant based on business operations.

Meeting expectations (3–6 mos)

• Concisely describe relevant issues found in policy check-in (moves beyond a report out of all completed items)
• Start reviewing Core and larger accounts with pre-renewals. Check what was proposed, to what was bound, to what issued from the carrier
• Report the news with the CM and/or producer
• Take direction from CM/producer if there are issues to resolve from policy check-in
• Understand what forms are and which forms are important or can be removed. Understand which forms are important based client/business type  
• Pause to understand each client, the exposures, and coverages that matter. Ensure each check-in is specific to the client and their specific business needs
• Policy check ins are completed within 30 days of receipt

Exceeding expectations (6+ mos)

• When issues are found in policy check-in, goes directly to carrier to make the changes themselves.  
• Know to make the changes via phone or email.  
• Save the documentation in Worksmart.  
• Know when and how to communicate relevant policy check in items with CM/producer.
• Policy check ins are completed within 0-14 days of receipt

‍

Knowledge

• Basic understanding of apps, policy layout, coverage forms  

Skills

• Attention to detail
• Timeliness
• Prioritization

Abilities

• Concise and clear notes
• Ability to explain their findings via email

Technology

• AMS360
• Worksmart

• Start with the basics, then grow into next level of knowledge of review.  
• Policy Check in cheat sheet w/ coverage lines (standard coverages). Start with your package review.  
• Policy check-ins

Training Activity

Policy check-in review. Have employee explain the important of items like Auto symbols vs. VIN numbers  

Training Activity

Complete policy check in review conversations for most common type of business operations. Have employee explain the most common coverages and why certain coverages matter for these businesses:

• Contractors
• Restaurants
• Building owners
• Consultants
• Social services
• Manufacturers
• Tech

‍

New in role (0–3 mos)

• Not necessary to meet Client Advocate Expectations

Meeting expectations (3–6 mos)

• Not necessary to meet Client Advocate Expectations

Exceeding expectations (6+ mos)

• Be able to discuss basic forms/coverage knowledge
• Know carrier differences in billing and common processes
• Forms needed on a policy, which carriers cover what

‍

Training Activity

Sit with a Client Manager or mentor and ask questions about the renewal/new business process.

Training Activity

Attend carrier meetings. Ask carriers what like to see in a submission?