Money Processing Clerk

Title: Money Processing Clerk (WORD version ) (Customer diagram)

Industry: Insurance

Function: Customer Service

Value-Added Results/Weights Performance Standards

Checks to accounting for deposit (25%) • (Shared standard) 95%—98% days/quarter when balanced deposits are delivered by 2:45 p.m.
• (Shared standard) $15M to $17.5M in deposits/week.

Coverage for the correct policy (20%)
• Applied payments and updated policy information
• 50—75 batches/week.
• No more than 1—3 errors/week.

• (Shared standard) Age of oldest work

• Does not meet = >3 days/quarter where money processing is working mail > 3 days old.

• Meets = >3 days/quarter where work is <3 days old, or <80% of days working today’s mail.

• Exceeds = >80% of days/quarter are working today’s mail.

• Solutions to money problems
• Research on other regions’ payments
• No more than 1—3 complaints/quarter from customers concerning problems occurring a second time.
• Customer satisfaction with the solution as measured by the number of positive/negative calls received by the supervisor:

• Exceeds = Compliments and/or requests for this person by name.

• Meets = no complaints or compliments/requests

• Does not meet = Some complaints and/or fewer compliments than complaints.

Work assignments and priorities when acting as backup supervisor (15%) • Supervisor is satisfied that:
• The oldest work was done first.

• Special jobs are being handled.

• Exceeds = No supervisor’s work has piled up for supervisor to do upon returning to work..

Self-sufficient team members (6%) • Supervisor is satisfied that everyone in the department is able to do the miscellaneous work correctly without having to ask questions.

Solutions to encoding problems (5%) • All checks are encoded for the correct amount and the policies are corrected.

System and notice problems for information services (5%) • All problems are reported within 30 minutes and include all available information.

Ideas for improving the money processing work process (5%) • 1 idea/quarter for saving money and/or improving efficiency of money processing.

Updated agents’ accounts (4%) • All transactions are submitted to the Agency before their cutoff at the end of the month.

Customer Diagram: Money Processing Clerk

Value-Added Results/Weights	Performance Standards
Checks to accounting for deposit (25%)	• (Shared standard) 95%—98% days/quarter when balanced deposits are delivered by 2:45 p.m. • (Shared standard) $15M to $17.5M in deposits/week.
Coverage for the correct policy (20%) • Applied payments and updated policy information	• 50—75 batches/week. • No more than 1—3 errors/week. • (Shared standard) Age of oldest work • Does not meet = >3 days/quarter where money processing is working mail > 3 days old. • Meets = >3 days/quarter where work is <3 days old, or <80% of days working today’s mail. • Exceeds = >80% of days/quarter are working today’s mail.
• Solutions to money problems • Research on other regions’ payments	• No more than 1—3 complaints/quarter from customers concerning problems occurring a second time. • Customer satisfaction with the solution as measured by the number of positive/negative calls received by the supervisor: • Exceeds = Compliments and/or requests for this person by name. • Meets = no complaints or compliments/requests • Does not meet = Some complaints and/or fewer compliments than complaints.
Work assignments and priorities when acting as backup supervisor (15%)	• Supervisor is satisfied that: • The oldest work was done first. • Special jobs are being handled. • Exceeds = No supervisor’s work has piled up for supervisor to do upon returning to work..
Self-sufficient team members (6%)	• Supervisor is satisfied that everyone in the department is able to do the miscellaneous work correctly without having to ask questions.
Solutions to encoding problems (5%)	• All checks are encoded for the correct amount and the policies are corrected.
System and notice problems for information services (5%)	• All problems are reported within 30 minutes and include all available information.
Ideas for improving the money processing work process (5%)	• 1 idea/quarter for saving money and/or improving efficiency of money processing.
Updated agents’ accounts (4%)	• All transactions are submitted to the Agency before their cutoff at the end of the month.