Agency Operations Manual PDF

[Agency Operations Manual, Handbook, and General Guidelines] [Table of Contents] [[Carrier Key Contacts]](https://docs.google.com/document/d/1ApeAQMaZRG3hOqrKTmhKaDzP_nv83EYS4kF9CVSMxrM/edit?usp=sharing) ### **[Missed and Abandoned Calls]** [**Objective**: Ensure timely responses to all missed a...

[Agency Operations Manual, Handbook, and General Guidelines] [Table of Contents] [[Carrier Key Contacts]](https://docs.google.com/document/d/1ApeAQMaZRG3hOqrKTmhKaDzP_nv83EYS4kF9CVSMxrM/edit?usp=sharing) ### **[Missed and Abandoned Calls]** [**Objective**: Ensure timely responses to all missed and abandoned calls to maintain excellent customer service.] #### **[1. Missed Call Follow-up Process]** - - - - - - #### **[2. Abandoned Call Process]** - - - - #### **[3. Tools Utilized:]** - - ### **[Documenting Policy Changes with Visual Confirmation in EZLynx]** #### **[Purpose:]** [To ensure accuracy and accountability for every policy change made, this SOP mandates that all policy changes must be accompanied by a visual confirmation in EZLynx. Visual confirmations provide proof of the changes and serve as a reference for future inquiries or audits.] #### **[Scope:]** [This SOP applies to all team members making policy changes in the EZLynx system for any client within the agency.] #### **[Procedure:]** 1. - - 2. - - 3. - - - NO 👇👇👇 YES 👍👍👍  4. - - - - 5. - - 6. - - #### **[Notes:]** - - #### **[Exceptions:]** - #### **[Responsibilities:]** - - **Quote Requests, Policy Cancellations, and Documentation** #### **Objective:** To establish clear guidelines for handling quote requests, policy cancellations, and documentation to ensure accuracy, timeliness, and proper follow-up. ### **1. DOCUMENT EVERYTHING YOU DO:** - - - - - - - - - ### **2. Handling Quote Requests:** #### **A. Timeliness and Prioritization:** - - - - #### **B. Accuracy:** - - - #### **C. Source of Quote Requests:** - - - #### **D. Multiple Carrier Quotes:** - - - - **Insurance Score Reports and Quote Procedures for Multiple Insureds** ### **For Virtual Assistants and Sales Team** **1. Running Insurance Score Reports:** - - **2. Saving Reports:** - - **3. Handling Insurance Scores:** - - - **4. Finalizing Quote:** - - ### **For Sales Team** **1. Reviewing Quotes:** - - - **2. Addressing Errors:** - - - **Training Resource:\ **For detailed instructions on how to obtain insurance scores, refer to the following video link: [[Loom Video]](https://www.loom.com/share/d1ac436e20164fce8701b1ae37f12549?sid=83755825-de8f-49cc-9cd3-84c42f0ba905). ### **3. Policy Cancellations:** #### **A. Urgent Response to Canceled Policies:** - - - #### **B. No Unresolved Cancellations:** - - - ### **4. Homeowners Policy Effective Date Adjustments:** #### **A. Changing the Effective Date:** - #### **B. Follow-Up for Payment:** - - - - ### **Key Considerations:** - - - - #### **Responsibility:** - #### **Escalation Process:** - **Commercial Insurance Renewals** ### **1. Initial Renewal Review -- 90 Days Before Expiration** - - - - - - - ### **2. Carrier Communication -- 75 Days Before Expiration** - - - - ### **3. Client Communication -- 60 Days Before Expiration** - - - - - ### **4. Quote Review and Comparison -- 45 Days Before Expiration** - - - - - - - - ### **5. Second Client Contact -- 30 Days Before Expiration** - - - - - - ### **6. Finalize Renewal -- 15 Days Before Expiration** - - - - - - ### **7. Policy Delivery and Documentation -- Upon Binding** - - - ### **8. Post-Renewal Follow-Up -- 15 Days After Renewal** - - - - - **Key Reminders:** - - - - **Payments on homeowners insurance** - - - - - - - - - **SIU Renewal Offers for Home and Dwelling Fire Policies** ========================================================== **Purpose** ----------- To outline the process for handling SIU (Specialty Insurance Underwriters) renewal offers, including completing necessary forms, ensuring the renewal is bound, and coordinating with clients and mortgage companies to prevent lapses in coverage. **Workflow Steps** ------------------ ### **1. Receive SIU Renewal Offer** - - - ### **2. Complete Required Documents** - - - - - ### **3. Request Binding of Renewal** - - - - - - ### **4. Monitor Mortgage Company Payment** - - #### **Activity for VAs:** - - - ### **5. Follow Up on Missing Payments** #### **Responsibility: Sales/CSR Team (determined by client\'s last name)** - - - - - **Key Notes** ------------- - - - - - **Handling RPS Renewal for Home and Dwelling Fire Policies** ============================================================ ### **Purpose** To outline the steps for processing RPS renewal offers efficiently and ensuring all underwriting requirements are met. **1. Receiving the Renewal Offer** ---------------------------------- - - **2. Action Items Based on Policy Details** ------------------------------------------- ### **A. Escrow Billed Policies** 1. - ### **B. Signed Applications Requested** 1. - - - ### **C. Completed DE Form Requested** 1. - - - - - 2. **3. Submitting Documents to the Underwriter** ---------------------------------------------- - - - - **4. Follow-Up** ---------------- - - - **5. Documentation** -------------------- - - **[Canceling Policies]** - - - - **CSR Workload Distribution** ### **1. Purpose** - ### **2. Workload Assignment** - ### **3. Team Support** - [**[Access the Spreadsheet Here]**](https://docs.google.com/spreadsheets/d/1H5ZZSVJcYpcZbJxIHAtyUHcaysnWKCABGjOuE4H-txY/edit?usp=sharing) **Remote Screen Access Procedure** ---------------------------------- **Objective:** The objective of this SOP is to guide team members on how to access another person\'s screen remotely for troubleshooting with another Team Member or assisting a Client. **Key Steps:** 1. 2. 3. 4. 5. **Cautionary Notes:** - - - **Tips for Efficiency:** - - - #### **Link to Loom** **[Quoting and Reshops]** - - - - - - - **Handling Low-Speed Vehicles (LSV) vs. Golf Carts** When quoting or writing policies for clients purchasing a Low-Speed Vehicle (LSV), it is essential to follow the registration details and vehicle specifications. ### **1. Classification Based on Speed:** - - ### **2. Registration Determines Classification:** - - **Using Email Addresses When Quoting with Savvi** 1. - 2. - 3. - 4. - ### **1. Requirement for Including Property Address in Activities** - - ### **2. Formatting the Activity** - - - - - - ### **3. Task Assignment Protocol** - - - ### **4. Impact on Task Management** - - ### **5. Consistency in Documentation** - - - ### **6. Compliance and Accountability** - - ### **7. Clarification and Support** - **Use of Elevation Certificates for Flood Insurance Quotes with Neptune** ### **1. Prohibition on Elevation Certificates** - ### **2. Quoting Protocol** - ### **3. Compliance** - **Quote Accuracy Checklist** Before presenting or binding a quote, always verify the following details for accuracy, especially if someone else generated the quote for you. **Never assume** all information is correct. ### **1. Check Property Address** - - - ### **2. Review Coverage Details** - - - ### **3. Verify Client Names** - - ### **4. Confirm Date of Births** - - ### **5. Check Additional Insureds or Endorsements** - - ### **6. Review Policy Effective Dates** - - ### **7. Check for Any Discounts** - ### **8. Review Premium Calculation** - - ### **9. Double-Check Client Information** - ### **10. Final Review** - - ### **Standard Operating Procedure (SOP)** **Handling Client Requests for Changes to Existing Policies** #### **Objective:** To ensure that all client requests for changes to existing policies are handled efficiently, with proper communication, documentation, and support team notification. ### **Collecting and Adding Lienholder Information for Auto Insurance Policies** #### **Purpose:** Ensure lienholder information is collected and added to all auto insurance policies at issuance to avoid missed details and extra follow-up work. #### **Procedure:** 1. - - - - - 2. - - 3. - - 4. - #### **Best Practices:** - - ### **Steps for Sales/CSR Team Members handling Client Emails:** #### **1. Review Client Request:** - - - - #### **2. Gather Pertinent Information:** - - - - - #### **3. Respond to the Client:** Once you have gathered all the necessary information, **send a confirmation email** to the client to acknowledge their request.\ **Email Template:**\ Hi {first\_name}, Thank you for your email. I wanted to let you know that I have received your inquiry, and created a ticket to address your request. Our team will review the details and get back to you very shortly. If you have any additional information or questions, please feel free to reach out. Thank you! - #### **4. Notify the Virtual Assistant Team:** - ### **Key Considerations:** - - - #### **Escalation Process:** - **Processing New Tickets in Zoho Desk by Virtual Assistants** ### **Steps for Virtual Assistants:** #### **1. Work Tickets in the Order Received:** - - #### **2. Review the Ticket Details:** - - - #### **3. Perform the Required Tasks:** - - - #### **4. Document the Work Performed in EZLynx:** - - - - - - #### **5. Add Ticket Metadata to Documentation:** - - - - - #### **6. Final Review of Documentation:** - - - #### **7. Close the Ticket in Zoho Desk:** - - - ### **Key Considerations:** - - - - #### **Responsibility:** - #### **Escalation Process:** - **Home Rewrites and Billing Mortgagees** ### **1. Send Declarations, Not EOI&I** - - ### **2. Confirm Payment from Mortgagee** - - ### **3. Process for Rewrites (Non-Renewal)** - - ### **4. Reducing Callbacks** - ### **5. Consistency in Practice** - **\ *Townhome Coverage: Determining the Number of Connected Units and Checking for Firewalls*** ### **1. Using Satellite View to Determine Connected Units** - - - ### **2. Documenting the Number of Connected Townhomes** - - ### **3. Understanding Impact on Premium** - - - ### **4. Checking for Firewall Requirement with NatGen** - - - ### **5. Client Communication** - - - ### **6. Consistency in Procedure** - **[Policy on Work Hours, Adjusted Work Hours and Lunch Breaks]** - To maintain fairness and ensure an even distribution of the workload across the team, it's important that all team members adhere to the following guidelines: - - - - This policy is in place to promote teamwork and fairness. Let's all work together to respect each other's time and commitments. ### **[Mandatory Use of Ethernet Cable for Internet Connection]** - - **Changing the \"Assigned Producer\" in EZLynx** Only the agency owner is authorized to make any changes to the \"Assigned Producer\" in EZLynx. This policy is in place to maintain clarity and accuracy in commission ownership. ### **1. Commission Ownership** - - ### **2. Unauthorized Changes** - - ### **3. Requesting a Change** - - ### **4. Questions and Clarifications** - This policy is designed to ensure transparency and fairness in commission distribution and must be adhered to by all team members. **[General Responsibilities]** - - - - - - - **[Policy Payments and Invoices]** - - ### **1. Receipt of Mortgage Company Letter** - ### **2. Verification with the Insurance Carrier** - - - - ### **3. Documenting Carrier Confirmation** - - - - - ### **4. Client Communication** - - - ### **5. Follow-Up with the Mortgage Company** - - - ### **6. Consistency in Procedure** - **[Policy Changes]** - - **Changing the Effective Date with Insurance Carriers** ### **1. New Application Generated** - ### **2. Follow-Up for Signature** - - ### **3. Best Practices** - - **[Client Communication]** - - **[Internal Communication]** - **Signed Application(s)** - - - - - - - **Billing Questions** - - - - - **Welcome Calls** - - - - - - - - - - - **Canceling Policies** When someone calls to cancel a policy we should be doing (2) things every single time: 1. 2. - - - - **[EZLynx Activities]** - 1. 2. 3. - - - - - **FAQ** - - - - - - **Incoming Calls** ### **1. Call Greeting Procedure** - - - ### **2. Client Identification** - - - ### **3. Placing the Client on Hold** - - - ### **4. Internal Team Communication** - - ### **5. Handling Unavailable Team Members** - - - ### **6. Transferring the Call** - - - ### **7. Communication Standards** - - **Handling Missed Calls and Returning Missed Calls** ### **1. Verify Submission in Slack** - ### **2. Manual Entry if Needed** - ### **3. Returning Missed Calls** - - - - - ### **4. Submitting Intake Forms for Missed Calls** - - **Handling Client or Referral Partner Calls on Personal Cell Phones** ### **1. Inform the Caller** - - ### **2. Return Call from the Office Line** - ### **3. Use of Office Line** - ### **4. Failure to Follow Protocol** - ### **5. Encourage Office Number Use** - ### **Using Approved Vendors from BNI Groups** #### **Scope:** This SOP applies to all team members involved in recommending vendors to clients in the Augusta/CSRA and Charleston areas. #### **Policy:** Only vendors approved by the agency, specifically those vetted and associated with BNI groups that the agency\'s leadership participates in, may be recommended to clients. The currently approved vendors are those listed in the BNI groups that **Adam** and **Sonya** are members of. ### **Procedure:** #### **1. Approved Vendors:** - - #### **2. Accessing Vendor Information:** - - - - - #### **3. Steps to Recommend a Vendor:** - - - - - - #### **4. Vendor Documentation:** - ### **Notes:** - - - ### **Handling Attorney Requests for Client Information** #### **Purpose:** To protect client confidentiality and ensure compliance with legal and company standards when responding to requests for client information, particularly from attorneys. #### **Policy:** Client information must not be disclosed to any third party, including attorneys, unless they are a **Named Insured** on the policy or provide documented **Power of Attorney** (POA). ### **Procedure:** 1. - 2. - - - - - - 3. - - 4. - 5. - - ### **Key Points:** - - - ### **Contact:** For questions or clarification, contact Adam ### **Submitting Homeownership Proof for Safeco Auto and Motorcycle Policies** #### **Scope:** This procedure applies to all team members who write auto or motorcycle policies with Safeco and apply the homeownership discount. ### **Procedure:** 1. - 2. - - 3. - - 4. - - ### **Key Points:** - - - ### **Documenting Due Date Changes in EZLynx Activities** #### **Purpose:** Ensure all due date changes in EZLynx activities are properly documented for transparency and accountability. #### **Procedure:** 1. - - 2. - - - - 3. - ### **Key Points:** - - ### **Client Notification for EZLynx Emails** #### **Purpose:** Ensure clients are aware of emails sent through the EZLynx tool and check their spam folders if necessary. #### **Procedure:** 1. - 2. 3. - ### **Adding Middle Initial for Policies Issued with Savvi** #### **Purpose:** To prevent errors when issuing policies through Savvi by ensuring proper formatting of names with middle initials. #### **Procedure:** 1. - - 2. - 3. - ### **Using the Team Calendar** #### **Purpose:** To ensure all team members stay informed and up-to-date by regularly checking the shared Team Calendar for important meetings, deadlines, and events. #### **Procedure:** 1. - - 2. - - 3. - ### **Roof Year Documentation for Universal Quotes** #### **Purpose:** To clarify when proof of roof replacement is required when quoting with Universal, based on data pulled by Verisk. #### **Procedure:** 1. - 2. - 3. - ### **Handling Activities for Multiple Properties** #### **Purpose:** To ensure clarity and accuracy when managing activities for clients with multiple properties, such as primary residences and investment properties. #### **Procedure:** 1. - - 2. - - 3. - ### **Assigning Activities with Due Dates in EZLynx** #### **Purpose:** To ensure all activities assigned to team members in EZLynx have clear deadlines for better task management and accountability. #### **Procedure:** 1. -  2. - - 3. - ### **Documenting Conversations in EZLynx using OpenPhone** #### **Procedure:** 1. - 2. - - 3. - 4. - ### **Documenting Activities and Assigning Reminders in EZLynx** #### **Procedure:** 1. - 1. 2. 3. - 2. - - 4. 3. - - 5. 6. 7. 4. - ### **Handling Pending Cancellation of Home Policies Due to Mortgage Company Change** #### **Procedure:** 1. - - 2. - 3. - - - 4. - ### **Handling Misdirected Insurance Payments for New Home Closings** #### **Purpose:** To ensure proper follow-up when a payment for a new home closing is sent to the wrong insurance company. #### **Procedure:** 1. - - - 2. - - - 3. - - - ### **Correctly Adding Foremost Policies in EZLynx** #### **Purpose:** To ensure Foremost policies are entered into EZLynx correctly to avoid payment issues. #### **Procedure:** 1. - 2. - - - 3. - 4. - ### **Handling Policy Cancellations When Clients Refuse to Sign** #### **Purpose:** To ensure proper procedure when a client refuses to sign a cancellation form after deciding to go with another insurance provider. #### **Procedure:** 1. - - 2. - - 3. - 4. - - - - ### **Initiating Auto Policy Cancellation** #### **Purpose:** To ensure proper and timely handling of auto policy cancellations, particularly for clients enrolled in Auto-Pay. #### **Procedure:** 1. - - 2. - - - 3. - ### **Handling New Loans, Existing Loans, and Escrow Processes for Home Insurance** #### **Purpose:** To clarify the process for managing new loans, existing loans, and understanding escrow when handling insurance for new and existing homeowners. **1. NEW LOANS (New Home Purchases):** - - - - - - ### **2. CURRENT LOANS (Not a New Home Purchase):** - - - ### **3. ESCROW:** - - - - - **Signature Protocol** **Objective:\ **Ensure all issued policies include Adam\'s signature. ### **Procedure:** 1. 2. - - 3. 4. 5. **Solepro Payments** ### **Procedure:** 1. 2. **Adding a Home or Auto Policy to Easy Links with Encompass** ------------------------------------------------------------- ### **Objective** To properly add a home or auto policy to Easy Links with Encompass following the correct format for policy numbers. ### **Key Steps** 1. 2. 3. 4. 5. 6. 7. ### **Cautionary Notes** - - - ### **Tips for Efficiency** - - - #### **Link to Loom** [[https://www.loom.com/share/4ea2d04cc2774644a6d4bdf0ea559dbc]](https://www.loom.com/share/4ea2d04cc2774644a6d4bdf0ea559dbc)  **Requirement: Universal Quoting -- Coverage A** **Objective:\ **Ensure accurate quoting for Universal policies by aligning Coverage A with the Replacement Value. ### **Requirement:** - - **Requesting Services for Inaccessible Policies** **Objective:\ **Guide team members in handling service requests for policies we do not have access to. ### **Procedure:** 1. 2. 3.  **Client Name Entry and Usage in EZLynx** **Objective:\ **Ensure correct name entry and usage for quoting in EZLynx. (See screenshot below for reference) ### **Procedure:** 1. - 2. - - 3. - **Sending Evidence of Insurance (EOI)** **Objective:\ **Ensure the correct and current documentation is sent when providing Evidence of Insurance. ### **Procedure:** 1. - - 2. - - **Follow-Up for In-State License for Out-of-State Auto Clients** **Objective:\ **Ensure clients moving from out of state comply with in-state license requirements to avoid cancellations or surcharges. ### **Procedure:** 1. - - 2. - 3. - - i. **Insurance Carrier Confirmation** **Objective:\ **Ensure all change requests or updates with insurance carriers are confirmed to protect client interests. ### **Requirement:** - - **Preventing Duplicate Client Profiles in EZ** **Objective:\ **Ensure no duplicate client profiles are created in EZLynx. ### **Requirement:** - - **Client Approval for Policy Changes** **Objective:\ **Ensure that all policy changes are made only with direct client approval. ### **Requirement:** - - **Using Travelers RCE Tool** **Objective:\ **Ensure all replacement cost estimations (RCE) are handled correctly for companies without an RCE tool. ### **Procedure:** 1. - 2. - . **Accurate Roof Shape Selection for Quotes** **Objective:\ **Ensure the correct roof shape is selected during the quoting process. ### **Requirement:** - - - - **Establishing and Using Point-of-Contact (POC) for Multiple Clients** **Objective:\ **Ensure the correct client is contacted when multiple clients exist in a single file. **Procedure:** 1. - 2. - 3. - **Running Reports Before Sending Quotes for Review** **Objective:\ **Ensure all required reports are completed before submitting quotes for review to ensure accuracy. ### **Procedure:** 1. - 2. - 3. - **Understanding Activities in EZLynx** **Objective:\ **Clarify how activities are organized and tracked in EZLynx for better task management. ### **Key Points:** 1. - - 2. - 3. -  **Unlimited Vacation Policy** At TQI, we believe that our employees perform their best when they have a healthy work-life balance. To support this, we offer an Unlimited Vacation Policy, which allows you to take as much time off as you need while maintaining your responsibilities and performance. ### **Key Principles** **Trust and Accountability:** We trust that you will manage your work, meet deadlines, and communicate effectively with your team when taking time off. This policy is built on mutual respect and accountability. **Performance Over Hours:** We focus on your results, not the number of hours or days you work. As long as your responsibilities are handled, you are free to take time off as needed. **Approval Process:** While there are no limits on vacation days, all time-off requests must be approved by your manager. Approval is based on business needs, current workload, and team schedules to ensure that your absence doesn't disrupt ongoing projects or team productivity. - - **Coverage of Responsibilities:** Before taking time off, ensure that your tasks and client responsibilities are either completed or delegated. For client-facing roles, inform your manager and team about who will handle your clients during your absence. Team members must coordinate with colleagues to ensure there's no lapse in client service or operational needs during their time off. **Communication During Time Off:** While we encourage you to disconnect during your vacation, some positions may require you to be reachable in case of urgent matters. Discuss this expectation with your manager prior to your time off. However, our goal is to ensure you can fully enjoy your vacation with minimal work interruptions. **No Accrual or Carryover:** Since the vacation is unlimited, there is no accrual of vacation days, and no unused days will carry over to the next year. This policy is designed to encourage you to take the time you need, when you need it, without the worry of losing days. **Workload and Fair Use:** We expect employees to be responsible and reasonable when using unlimited vacation. While there's no set limit, abuse of the policy (e.g., frequent extended vacations that impact performance or the team) will be addressed through the performance management process. **Mandatory Time Off:** To ensure that employees are taking care of themselves, we encourage each employee to take at least two weeks off each year. Managers may check in if they notice that you aren't taking any time off. #### **Additional Time Off** In addition to vacation, employees are also entitled to: - #### **Policy Review and Exceptions** This policy is subject to change based on the needs of the company. If you have any questions or special circumstances regarding your time off, please speak with your manager or HR to discuss solutions. ### **Client Assistance During EZLynx Outages** **Objective:\ **To ensure seamless service and proper documentation of client conversations when EZLynx is down due to an IT outage. #### **1. Client Notification and Request for Information** - - - #### **2. Manual Documentation of the Conversation** - - - - - - - - #### **3. Post-Outage Documentation in EZLynx** - - - - #### **4. Internal Communication** - - #### **5. Follow-up with the Client (if applicable)** - - ### **Handling Orion Cancellation Due to Notice of Incomplete Inspection** #### **Purpose:** Ensure timely follow-up and documentation for Orion policy cancellations due to incomplete inspections. #### **Procedure:** ### **1. Virtual Assistant: Contact Orion via Chat or Phone** - - - - - - - - ### **2. Sales Agent: Client Follow-up** - #### **Documentation:** - ### **Handling Billing Explanations for Clients** #### **Purpose:** To provide clients with a clear explanation of their billing details by gathering information from the carrier and ensuring accurate communication. #### **Procedure:** ### **1. Contact the Carrier:** - - ### **2. Document Findings in EZLynx:** - - - - ### **3. Prepare an Email to the Client:** - - - - ### **4. If the Billing Explanation is Unclear:** - - - - - - ### **5. Follow-Up:** - - #### **Documentation:** - #### **Responsibilities:** - - When writing motorhomes with Progressive, team members must include the letters \'MT\' in front of the policy number when adding the policy to EZLynx. ### **Handling Missed Calls from Prior Day/Week** **Purpose:\ **To ensure timely and efficient handling of missed calls from the prior day/week and to avoid backlogs that hinder daily operations. ### **1. Policy Overview:** Starting immediately, all missed calls from the prior day/week must be addressed **no later than 8:00 AM** each business day. This is necessary to prevent the team from falling behind due to new incoming calls throughout the day. - - ### **2. Procedure:** - - - - - - - - ### **3. Roles and Responsibilities:** - - - - - - - ### **Ensuring Phone and Email for RPS Policies** **Purpose:\ **Ensure that every RPS policy includes the insured\'s phone number and email to avoid communication issues and potential lapses in coverage. ### **1. Policy:** - - - - ### **2. Responsibilities:** - - ### **3. Consequences:** Failure to comply may lead to policy lapses ### **Bathroom Break Notification** #### **Objective:** Ensure seamless communication and availability during work hours by informing the team when stepping away for a bathroom break. #### **Procedure:** 1. 2. 3. 4. **Disciplinary Action:\ **Failure to follow this SOP may result in a coaching conversation or additional training. ### **Total Quality Triumph** #### **Purpose** The purpose of the **Total Quality Triumph** system is to promote accountability, teamwork, and continuous improvement among team members by allowing individuals to earn points for correcting each other. This system also holds individuals accountable for mistakes by deducting points for errors, with corrections properly tracked and verified through a designated submission form. ### **1. Scope** This procedure applies to all team members within the agency and covers performance, productivity, and adherence to processes outlined in the agency's operations manuals and guidelines. ### **2. Roles and Responsibilities** - - - ### **3. Process Overview** #### **3.1 Identifying Errors** - - - - #### **3.2 Reporting Corrections** - 1. 2. - - - #### **3.4 Points System** - - - - ### **4. Incentives and Consequences** - - ### **6. Reporting and Tracking** - - ### **7. Submitting Corrections (Mandatory Step)** - - ### **8. Conclusion** The **Total Quality Triumph** system is designed to build a culture of continuous improvement for all Team Members. By encouraging team members to help each other through constructive feedback, we can improve our overall service quality while fostering collaboration and excellence. ### **Team Member Distribution and Quoting/Service Process** #### **Purpose:** To ensure a streamlined and organized process for handling client quotes and service requests by Virtual Assistants (VAs) and the Customer Service Representatives (CSRs), leveraging Zoho Desk and EZLynx. The process aims to improve efficiency and ensure that all tasks are handled in order and documented appropriately. ### **1. Team Member Distribution for New Clients** - - #### **Process:** 1. - - 2. - 3. - 4. - ### **2. Sales Team Instructions for VA Service Team Requests** - #### **Process:** 1. - - 2. When replying to the sender, use the following email template:\ Hi, thank you for your email. I have received your inquiry and created a ticket to address your request. Our team will review the details and get back to you shortly. If you have any additional information or questions, please feel free to reach out. Thank you! 3. - ### **3. VA Quoting Team Responsibilities** - #### **Process:** 1. - - 2. - ### **4. VA Service Team Responsibilities** - #### **Process:** 1. - - 2. - ### **5. General Best Practices** - - - #### **Note:** - ### **Paid Maternity Leave Policy:** 1. - - 2. - - 3. - - - 4. - 5. - - ### **Standard Operating Procedure: Approved Vendor Recommendations** #### **Purpose** To ensure that clients are recommended reliable, vetted vendors who meet all necessary qualifications, including training, licensing, and insurance. #### **Scope** This SOP applies to all team members providing vendor recommendations for clients in the Augusta/CSRA and Charleston areas. #### **Procedure** 1. - - 2. - - - - - - 3. - - 4. - 5. - **Requirement: Task Reminders in EZLynx** Every time you set a task for someone in EZLynx, you must also set a reminder. This ensures that tasks are not overlooked and follow-up actions are taken promptly. Setting reminders alongside tasks helps maintain accountability and improves overall workflow efficiency. ### **Preparing EOI for Flood Insurance** **Objective:\ **Ensure EOI for Flood Insurance is accurate by excluding wind/hail references, as this coverage is exclusively for flood-related incidents. #### **Procedure:** 1. - 2. - 3. - 4. - 5. - **Note:\ **Flood Insurance only covers flood incidents; do not include wind/hail references on EOI.  ### **Error when sending eSignature in EZLynx:** When sending documents for eSignature, please verify that the document has been successfully sent. After initiating the process, check the status to ensure it displays as \'Sent\' or \'Pending.\' If you see a status of \'Failed,\' this means the document did not go through and requires further action. In such cases, troubleshoot any issues, correct them as needed, and resend the document to ensure the client receives it for signature. ### **Policy cancellation dates:** Always wait for a specific cancellation date from a team member before canceling a policy. If a date isn't provided and documented in EZLynx, return the request to the team member to confirm the cancellation date. **Standard Operating Procedure (SOP): Managing Incoming Calls on Slack Notifications** ### **Procedure** 1. - - 2. - - **Assisting Clients with Filing a Claim** 1. - - 2. - 3. - **AtlasBridge Notifications:** Each client must have an activity in EZLynx for every new notification received in AtlasBridge.com (Universal Insurance). Assign this activity to the appropriate team member with the following message: "NEW DOCUMENTS for policy number \[Policy Number\] uploaded on \[Date\] to AtlasBridge.com. Please review for any required actions at AtlasBridge.com." For example, for clients MICHELL AND MATHEW PARSONS, the note would read: "NEW DOCUMENTS for policy number 1701-2400-1316 uploaded on 10/18/2024 to AtlasBridge.com. Please review for any required actions at AtlasBridge.com."