Spreadsheet: 3e05ed77-b654-43f7-a8d8-b82ff0a03563
Sheet: Sheet1

Finance | Unnamed: 1 | Unnamed: 2 | Unnamed: 3 | Unnamed: 4 | Unnamed: 5
Pathway: Insurance Services
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
FNPD01.01 | Product Knowledge | #6: Fundamentals of Insurance Services | Examine the characteristics to explain insurance risk. | Review insurance policies to determine how to reduce risk. | Define risk.
 |  |  |  |  | Identify situations when insurance will reduce risk.
 |  |  |  | Review client’s situation to determine degree of risk. | Identify the risk of various situations.
 |  |  |  |  | Support the rationale behind decision to insure.
FNPD01.02 | Product Knowledge | #6: Fundamentals of Insurance Services | Use insurance terminology to explain insurance risks and benefits. | Use insurance terms in appropriate situations. | Explain terms to client’s satisfaction.
 |  |  |  |  | Explain how terms accomplish disclosure.
FNPD01.03 | Product Knowledge | #6: Fundamentals of Insurance Services | Examine characteristics to distinguish between policy types and coverage. | Compare basic types of insurance policies to determine appropriate use. | List types of policies.
 |  |  |  |  | Determine the appropriate policy use.
 |  |  |  | Compare common coverages to determine advantages. | List types of coverages.
 |  |  |  |  | Determine the appropriate coverage use.
 |  |  |  | Compare pricing methodology to determine advantages. | List rating factors.
 |  |  |  |  | Calculate premiums.
FNPD01.04 | Product Knowledge | #6: Fundamentals of Insurance Services | Create and/or complete documents in order to process information. | Identify the key components to correctly issue policies. | Gather necessary information.
 |  |  |  |  | Accurately record needed information.
 |  |  |  | Process information to complete insurance-related documents. | Accurately write or record needed information.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
FNPD02.01 | Customer Service | #6: Fundamentals of Insurance Services | Demonstrate effective techniques to gather client information. | Identify data-acquisition methods to select appropriate medium to gather information. | Describe methods of verbally gathering information.
 |  |  |  |  | Accurately record written information.
 |  |  |  |  | Compare the advantages/disadvantages of gathering information via telephone, fax, email, in person, etc.
 |  |  |  | Ask well-planned questions to determine client needs. | Determine questions that should be asked of clients.
 |  |  |  |  | Plan follow-up questions.
 |  |  |  |  | Discuss the appropriate use of open-ended questions.
 |  |  |  |  | Discuss the appropriate use of close-ended questions.
FNPD02.02 | Customer Service | #6: Fundamentals of Insurance Services | Utilize available techniques to effectively serve customers. | Provide timely, accurate information to meet customer needs. | Explain the process for receiving no justifiable complaints.
 |  |  |  | Operate within grant of authority to provide service to customers. | Explain the process for receiving a satisfactory internal review.
 |  |  |  | Utilize a process to resolve customer complaints or questions. | Explain the process for dealing with questions or complaints.
 |  |  |  |  | Explain the process for receiving a satisfactory internal review.
 |  |  |  |  | Explain the process of referring an issue to someone with the authority to make decisions.
 |  |  |  |  | Explain the process for receiving a satisfactory internal review.
FNPD03.01 | Operations | #7: Insurance Underwriting Operations | Examine characteristics to explain underwriting functions. | Research insurance risk to determine how to meet/exceed company objectives. | Explain growth.
 |  |  |  |  | Explain loss ratio.
 |  |  |  | Process information to develop quotes for clients. | List the elements of desirability for insuring.
 |  |  |  |  | Identify the pricing structure.
 |  |  |  |  | Identify company services to be provided.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Identify the process to issue a policy. | Issue policy electronically.
 |  |  |  |  | Provide information to others to issue policy.
 |  |  |  |  | Write accurate information to issue a policy.
 |  |  |  | Describe the process to add endorsements. | Define endorsement.
 |  |  |  |  | Explain the process for adding endorsements to a policy.
 |  |  |  | Follow the process to renew policies. | Explain renewability options.
 |  |  |  | Use company procedures to adjust claims. | Reference marketing functions.
 |  |  |  |  | Develop good relationships between agents, underwriters, and customers.
 |  |  |  |  | Use actuarial functions as needed.
 |  |  |  |  | Address loss control functions when required.
 |  |  |  |  | List sales functions.
 |  |  |  |  | Explain risk management.
FNPD04.01 | Regulations and Credentials | #9: Regulatory Compliance in Insurance Services | Research the regulatory insurance requirements to assure compliance. | Examine state publications to identify regulation requirements. | Maintain compliance with state regulations.
 |  |  |  | Participate in industry-sponsored training to advance in an insurance career. | Read industry magazines and periodicals to keep abreast of news about seminars and training sessions.
 |  |  |  | Identify specific industry training opportunities to achieve career goals. | Participate in insurance associations.
 |  |  |  |  | Identify training opportunities.
 |  |  |  |  | Continue educational training.
 |  |  |  | Plan appropriate education activities to achieve licensing requirements. | Achieve passing grade on state insurance licensing exam.
 |  | Additional Recommended CTE/Degree Major Courses:
 |  | #5: Principles of Marketing
 |  | #8: Risk Management
 |  | #10: Services Marketing