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Customer Service Path

Customer Service Representatives are on the front line of claims and other interactions with insureds. They need to remain up to speed on service skills, agency procedures and policy specifics. The Customer Service Path helps agencies orient CSRs with office protocols, licensing requirements, the basics of various lines of coverage and more.
 

The checklist provided here is designed to guide a new employee's training in the area of Service, i.e., as a customer service representative.

In order to effectively train a new agency employee, that employee's supervisor can use:

  • The downloadable Word document as a personal checklist to follow the training completed.
  • The links provided in the table below to find relevant resources. We will update the resources below as they become available.

MOServiceTrainingPlan.docMOServiceTrainingPlan.docMOServiceTrainingPlan.docDownload the checklist

As a supervisor, you may choose to assign some tasks to a mentor (co-worker with a good performance standing and a positive point of view) or to another supervisor for the specific areas listed below.
 

Training to be completed Resources

Introduction to the agency and policies:

[ ] Introduction to other agency personnel and explanation of their duties

[ ] Review agency handbook and job description

[ ] Review agency policies and procedures manual

[ ] E&O basics - introduction to the agency & its policies 

Develop agency-specific documents using:

E&O Risk Management Seminars

Strategic Planning

[ ] Your agency's mission statement

[ ] Your agency's vision statement

[ ] Your agency's values statement

[ ] Your agency's long-term strategic objectives

[ ] Your agency's short-term goals 

  

Initial Licensure

[ ] Register for licensing prep class or purchase prep materials

[ ] Assign mentor to assist with the licensing process

[ ] Take and pass the exam

[ ] Apply for producer license 

 How to become a licensed insurance agent:

Maintaining an Insurance License

[ ] Know state continuing education requirements

[ ] Tracking your continuing education credits

[ ] Renewing license 

 State continuing education (CE) requirements

  • Nonresident producer’s license status will be verified through PDB as proof of continuing education compliance (PDB Participating State Report at http://www.nipr.com/maps/pdb-participation-map.htm). A certification letter from the producer’s home state is not required.

  • CE hours may be verified at online

Available courses (education calendar)

MAIA Introduction
 

[ ] Website tour 

[ ] Professional training offerings 

[ ] Products & Services 

[ ] Agency Support Services

www.moagent.org

Training 
Products & Services

Answer Center (must be logged in)

Duties and responsibilities

[ ] New business development

[ ] Account retention

[ ] Relationships with Sales Position

[ ] Carrier relationships 

CIC - Agency Management Institute

CISR - Certified Insurance Service Representative

Agency's computer applications

[ ] General applications (Word, Excel, Outlook, Powerpoint, etc.)

[ ] Agency management system

[ ] If/how they integrate with carrier system 

Technology - ACT on Agency Management Systems

Schedule time to meet insurance company representatives regarding:

[ ] Binding authority

[ ] Marketing

[ ] Underwriting

[ ] Claims 

Review Brokered Business

[ ] Products sold by your agency

[ ] Wholesaler's binding authority

[ ] Companies represented by your agency

[ ] Marketing

[ ] Underwriting

[ ] Claims 
Assign a Mentor
 

[ ] Underwriting guidelines 

[ ] Rating systems 

[ ] Company submissions 

[ ] Forms used by the agency

·         Survey and risk analysis 

·         Policy checklists 

·         Applications 

·         New business proposals 

·         Binders 

·         Certificates of insurance

·         Form letters used to confirm/advise changes in coverage 

Discounted products: Virtual Risk Consultant includes risk survey, checklists, form letters, policy forms and manual analysis, proposal language, narratives tailored to customer risk classification, marketing material, etc.

Certificates of insurance 

Coverage -- Agency standards

[ ] Coverage forms

[ ] Endorsements

[ ] Limits

[ ] Acceptable risk 

Discounted products: Virtual Risk Consultant includes risk surveys, checklists, form letters, policy forms and manual analysis, proposal language, narratives tailored to customer risk classification, marketing material, etc.

E&O Training (including loss-control credits)

General Training

[ ] Errors & Omissions

[ ] Documentation

[ ] Do's and Don'ts in the event an E&O claim is filed 

 E&O Training (including loss-control credits)

Additional General Training

        [ ] Agency service standards and expectations 

National Alliance introductory classes (Property & Casualty, Commercial Property, Commercial Casualty, Personal Auto)

CSR Development Conference – sessions geared toward CSRs

Small Agency Conference – lots of CE options & tradeshow
 

Live Webinars

Commercial Lines Training

[ ] Commercial Auto

[ ] Commercial Property

[ ] CGL

[ ] Businessowners

[ ] Professional Liability

[ ] Commercial Crime

[ ] Employment Practices Liability (EPLI)

[ ] Internet (E-Commerce, privacy, data breach)

[ ] Employee Benefits 

 CISR
  • Commercial Property
  • Commercial Casualty I and II
  • Life & Health Essentials
  • Elements of Risk Management

CIC

  • Commercial Property
  • Commercial Casualty
  • Life & Health Institutes
  • Commercial Multi-Line

Other Coverage Training

·         Risk Specialist Series – specialized niche topics

·         Live webinars

Answer Center (coverage issues – must be logged in)

Personal Lines Training

[ ] Personal Auto

[ ] Personal Residential

[ ] Umbrella

[ ] Condo/unit owners

[ ] Flood

[ ] Dwelling

[ ] Recreational Vehicles

[ ] Watercraft 

 CISR
  • Personal Auto Exposures
  • Personal Residential Property
  • Other Personal Lines Solutions

CIC

  • Personal Lines Institute

Other Coverage Training

·         Risk Specialist Series – specialized niche topics

·         Live webinars

Answer Center (coverage issues – must be logged in)

Flood resources