Part Two It’s time for you to begin getting settled in and oriented to your new business surroundings. You’ve gotten to know your mentor, at least initially, but there are more people you probably need to meet. You may have some human resources chores that need to be completed. You need a place to sit, a phone, computer access, and someone to tell you where you can get a good chili dog for lunch. Okay, so maybe not a chili dog, but you may need help locating area restaurants or shops. In addition, you should begin to think about managing your time at work to get the most out of each day. So in the interest of making good use of your time, let’s get started. There are many state and federal regulations that govern employment. If you haven’t already, you’ll need to work with the agency staff to get these out of the way. Your employer no doubt also has their own policies and procedures with which you should become familiar. The following assignment should help guide you through these additional chores.
The Essentials Every person needs to know where they can find the essentials. Restrooms Copiers Fire escape Printers Vending machines Local restaurants, burger joint, deli, pizza place Coffee machine / shop Closest drug store, convenience store, Wal-Mart, room / Lunch room grocery store Your Workspace If you already been shown to your workspace, your office manager, supervisor, or mentor will soon introduce you to your desk, chair, and office space. Everyone has their own way of getting settled into their office. Some like to get very organized early, while others let the flow of work over the first few days or weeks determine the best system for them. The main thing is to get comfortable - with the chair, the placement of the phone, the computer screen and keyboard. No employer wants their employee to be in an awkward or uncomfortable position all day. If your phone needs to be on the left rather than the right, move it. If you don’t know how to adjust the chair, get some help. If you discover that you’ve been assigned what obviously is the left over office furniture, don’t despair. It’s natural that the new person gets what is available at the time. Instead, think of your office furniture and space as a symbol directly related to your time with and contributions to the organization. You’ve just begun, so give your new boss and yourself some time to work out these kinds of arrangements. However, if your desk or chair is so worn that it risks injury to you or others, let your mentor know. The Phone Even with advances in computer technology, the telephone remains a critical work tool in independent insurance agencies today. It is still the primary way the agency communicates with customers and insurance companies. Skill in using it not only affects the efficiency of your work but also the level of customer service you can provide. Things you need to learn regarding the phone system include: Extension numbers for yourself and the rest of the office Back-line phone numbers for direct access (if available) Fax numbers (office or individual) How to set up (and change) your voice mail greeting How to access voice mail messages (including saving and deleting)
How to transfer or forward (including voice mail messages) How to put customers on hold How to dial out How to mute a call or put it on speaker How to use dial numbers (if available) How to record conversations (if available) How to access voice mail through email (if available) Later in your orientation, you will be introduced to some common sense techniques for using the phone to deliver quality customer service. In the meantime, try to become familiar with the capabilities of your system. If there is a booklet, cheat sheet, or set of instructions for the system, ask for a copy. Exercise: 30 minutes The Computer No doubt you’ve had some experience using personal computers, either in a prior job, at school, or at home. Most independent insurance agencies today are highly dependent upon their computer network to capture customer information and to communicate. Typically, the agency computer system uses internet based programs such as Internet Explorer, which allows the customer data management system to connect to insurance company computers. Before you using a desktop computer or your agency’s automation system, you’ll need information on access and procedures. Assignment: 1 hour
What is Personal Insurance? (Chapter 7 – How Insurance Works) The liability insuring agreement of an auto policy promises to pay amounts for the insured is legally responsible for what of losses. 2. In a personal auto policy, what does “collision” mean? 3. What is the name of a coverage found in the personal auto policy that would pay to reimburse occupants of the car for medical bills? 4. What in the world does “uninsured motorist” coverage do? 5. Would a ‘homeowners policy’ cover damage to any other buildings, besides the house? For example, what if a fire burned down both the house and the storage shed in the back? 6. Does the ‘homeowners policy’ provide any protection if personal property is not in the house or on the grounds of the 7. Is flood damage covered by the ‘homeowners policy’? What about on the auto policy? 8. Name at least three types of losses that are excluded on typical ‘homeowners policy’?
7. What is a typical “self insured retention” on a commercial umbrella policy? 8. What kind of business might need “bailees” insurance? 9. What do we call the insurance policies that are specially designed to insure computer systems? 10. What kind of insurance policy does a business need to protect themselves from theft by their own employees?
How Are Premiums Determined? (Chapters 10 – How Insurance Works) What do you call the rating system where similar insureds are given the same rate because they represent the same category of risk? What are three things that a basis or exposure unit needs to be for an insurance company to use it in determining a premium? What does ISO stand for? List at least five things that are used to determine an auto insurance premium? What are two major factors used in determining a rate for a homeowners policy? What is the premium for workers’ compensation insurance? What does an experience modifier do to a premium?
Part Three Orientation Checklist Listed your personal expectations for your new job Discussed your meeting and orientation schedule with your mentor Identified the key people in the agency you can go to for assistance Listed the companies that the agency represents Identified the type of license you will need Reviewed the staff roster PART FOUR Agency and Procedures Every agency needs workflows and procedures that are based upon their philosophy, goals, personnel, and organizational structure. The philosophy of your agency is undoubtedly driving customer service