Information from a Frontline Agent BEFORE You Speak to a Customer

  • Coverage ID
  • Customer’s name
  • Whether or not verification was completed
  • Whether or not customer policy summary was read to the customer
  • Reason customer is being transferred so the customer does not have to repeat themselves

Suggested scripting when customer is transferred to you:

“Hi (customer’s name), this is (agent name), a (supervisor / manager) and I’m here to help you. I understand you are calling about (reason). Let’s take care of this for you.”

Delete a Letter Requested by an Agent

As a Tier II agent, you can delete a letter which was inadvertently requested.

A letter can ONLY be deleted the SAME DAY it was requested.

Steps

  1. Select Batch Letters Printing / Actions from the main menu
  2. Select New Letters Ready for Print with Status
  3. Select the letter type which needs to be deleted
  4. Enter 2 next to the coverage ID in which the letter needs to be deleted
  5. Press enter to confirm

It will be noted in the comment screen that the letter was deleted.

Steps to Delete a Letter Requested by an Agent

Select “Batch Letters Printing / Actions” from the main menu

Select “New Letters Ready for Print with Status”

Select the letter type which needs to be deleted

Enter 2 next to the coverage ID in which the letter needs to be deleted then press enter to confirm

 

Enroll in Complimentary Coverage

You can enroll someone in AD&D complimentary coverage. [Enrolling someone in AD&D supplementary coverage, HAP, Recuperative Care, or any other product is not available at this time.]

“Can you provide me the code located toward the upper right hand corner of the activation form you received – the code that usually starts with an H or J?”

Steps

Spoken Key IS Available

  1. F19 from the Customer Service Inquiry Screen
  2. Enter spoken key
  3. Select F6 – Online Enrollment
  4. Enter caller’s name, street address, city, state, zip, phone number
  5. Enter the account type (reference the account types available for selection)
    • If CCRD (credit card), the “Card Typ” options are MASTERCARD or VISA (not Discover or American Express)
    • Enter the account number
    • Enter the TR # by selecting F6 (not needed if it’s a credit card)
  1. Put cursor next to the name field then press enter to confirm
Steps to Enroll in Complimentary Coverage - Spoken Key IS Available

Enter spoken key on F19 screen

Select F6 – Online Enrollment

Enter caller’s name, street address, city, state, zip, phone number

Enter the account type (reference the account types available for selection)

  • If CCRD (credit card), the “Card Typ” options are MASTERCARD or VISA (not Discover or American Express)
  • Enter the account number
  • Enter the TR # by selecting F6 (not needed if it’s a credit card)

Put cursor next to the name field then press enter to confirm

Steps

Spoken Key IS NOT Available

  1. F14 from the Customer Service Inquiry Screen
  2. Enter the caller’s financial institution
    • Pick the financial institution which has an active campaign status (sometimes listed in red)
  3. Look for the most recent AD&D drop date and enter E – Online Enrollment
    • If multiple states are listed and the caller does not have the spoken key, ask which state they live in
      • Select US if the caller’s state is not available
Steps to Enroll in Complimentary Coverage - Spoken Key IS NOT Available

Enter the caller’s financial institution

  • Pick the financial institution which has an active campaign status (sometimes listed in red)

Look for the most recent AD&D drop date and enter E – Online Enrollment

  • If multiple states are listed and the caller does not have the spoken key, ask which state they live in
    • Select US if the caller’s state is not available

After our new customer has been enrolled in complimentary AD&D coverage, please provide the customer with the following:

  • Their coverage ID
  • Insurance document will arrive within 10 to 15 business days
  • A beneficiary form and a from to have the option to increase coverage is included with the insurance documents (there is no need to send these forms to the customer).

 

Assist with Locating a Customer in Artemis

Tips

  • Partial name search
  • Previous address
  • Narrow a search by entering:
    • House number
    • State
    • Financial institution
  • Ask caller to look at billing statement descriptor – Did he / she call the phone number on the billing descriptor?
  • If the caller cannot be located in Artemis, please escalate to the Executive Response Team

 

De-Escalation Technique – Taking the H.E.A.T.

De-escalation Taking the HEAT (H.E.A.T.)

Executive Response Form