1) Is this Memo complete? Nancy, Aor 301-955-9104, Called To Confirm Renewal Status. Confirmed Payment Recvd 7/26/19 And Dec Page Issued, Emailed Copy To AOR @ Nancy.Hennessy@nfipdirect.Fema.Gov a) Yes the Memo is complete. b) No the Memo is missing additional detail. 2) What information should you use to authenticate an Insured? a) Full name, property, address, phone number, relationship to the policy. b) Policy #, Insured's full name, full property address, call back #, relationship of caller to the policy. c) Name, phone # and policy #. 3) When authenticating a caller, it is ok to paste the listed phone number in your memo instead of verifying a good call back number. a) True b) False 4) You cannot continue to speak to a Mortgagee if they do not provide a good call back number. a) True, the call may not continue until a good call back number is provided by the mortgagee. b) False, as long as your attempt to collect a phone number is recorded on the call, you can proceed with assisting the morgagee. 5) It is ok to agree with the insured about how annoying FEMA mailers are prior to the renewal. a) True, because they are very annoying. b) False, we can listen but we cannot agree. 6) Its ok to play the blame game and blame an agent who was not helpful to the insured and sent them back to us.  a) True, it's the agent's fault b) False, When assisting the customer do not criticize or play the blame game. The life of a policy is a “Team Event” that includes not only the customer but the Agent and any listed mortgage company. 7) To better understand the caller's concern or problem you should: a) Talk over them because you know what they need based on what they have said. b) Use probing questions to better understand what the problem is. c) Become argumentative and match the caller's energy. 8) Is this memo complete? Agent would like a copy of the revised Dec Page sent to email. Policy number RL00000000 a) Yes b) No 9) Is this memo complete? Policy # 00000000, Blake from Investors Indemnity would like to be sent to UDW regarding the pending documents that were uploaded. Transferred to UDW. a) Yes b) No 10) Spacing matters when it comes to properly sending the email script. a) True b) False 11) You can edit the email script and adjust as needed. a) No it is simply a copy and paste. b) Yes you can edit as needed. 12) Unless the caller states they are the spouse, the caller must be listed on the policy to discuss. a) True b) False 13) A new mortgage company cannot request to be added to a policy. Refer the caller to the AOR or PH. a) True b) False 14) Following authentication procedures is required by FEMA as a part of the Privacy Act. a) True  b) False, it just highly suggested 15) If a new agent calls at the time of renewal, who is not currently listed, we may speak to them only if they are listed on the next term. They will be the AOR once payment is received. a) True b) False 16) Leaving memos on each policy discussed is a requirement. a) True b) False  17) We should NOT be reviewing previous memos on every policy we discuss for further context.  a) True b) False 18) Is this memo complete? RL000000 Mickey the PH, would like to be transferred to the ICC Claims Department.  a) Yes b) No 19) When speaking to the unlisted spouse of the insured, they CAN receive documents and/or request changes to the policy.  a) True b) False 20) If speaking with an unlisted caller, the Agent of Record’s contact information may be provided. a) True b) False 21) If verbal permission was previously granted, the PH does not have to grant permission again. a) True b) False

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