Policy Processing Clerk

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

Industry: Insurance

Function: Customer Support

Value-Added Results/Weights Performance Standards

Finished policies (30%)
• New policies

• Changes

• Renewals
• No more than 5—10 errors/month are spotted by insured, agent, underwriting or other team members.
• No more than 5—10 times/month someone can’t do the next step on a policy due to illegibility, incompleteness or vagueness in the file.

• (Shared standard) No more than 1—5 times/month someone on the team gets a second call for the same issue/problem.

• At least 5—26 weeks/year where there are no changes more than 30 days old.

• At least 5—26 weeks/year where there is no new business more than 10 days old.

Solutions to problems (10%)
• Rates

• Commissions

• Points

• Audits

• Corrections
• No more than 1—2 times/quarter are incorrect results or procedures spotted by the supervisor, account analyst, policy holder technicians, policy holder analyst or other policy processing technicians.
• No more than 1—2 times/quarter are problems corrected in more than 1—3 business days.

Trained policy processing employees (15%)
• Trained backup employees

• Trained new team members (or existing team members with new skills)
• Trained employees have an error rate no more than 5% on the jobs they’ve been trained on.
• Training is completed by the agreed-upon deadline.

Quotes and quick quotes (5%) • No more than 5—10 quotes and quick quotes/month are found to be inaccurate at issuing.
• No more than 5—8 quotes/month are processed in more than 5 days.

• No more than 5—8 quick quotes/month are processed in more than 24 hours.

Answers to questions (10%)
• Rating

• Procedures

• Premium

• Affidavits

• Commissions

• Points

• Audits
• 80%—90% of surveyed team members and a sample of people outside the team say:
• The technician stops working immediately and tries to answer the question.

• They don’t find out later that the answer is wrong.

• If the technician doesn’t know the answer, he/she either researches the solution or directs the person to the correct source.

Completed audits (10%) • No more than 5—10 errors/month are found on audits.
• At least 5—26 weeks/year no audits are more than 30 days old.

Solutions to money problems (10%) • Technician finds the missing money and writes instructions to correctly apply it.
• No more than 1—2 times/quarter are problems not corrected within 1-3 business days.

Supervisor backup (5%) • Supervisor is satisfied with the amount of work left to clean up upon returning to work.
• Team members say the team ran smoothly while the supervisor was gone.

Solutions to Information Services problems (5%)
• Problem reports

• Trial runs

• Resolutions
• Information Services, Policy Analyst and Policy Holder technicians are satisfied that the error report is complete and the technician followed Information Services’ instructions for the resolution.
• Problem reports are responded to within 24 hours.

Customer Diagram: Policy Processing Clerk

Value-Added Results/Weights	Performance Standards
Finished policies (30%) • New policies • Changes • Renewals	• No more than 5—10 errors/month are spotted by insured, agent, underwriting or other team members. • No more than 5—10 times/month someone can’t do the next step on a policy due to illegibility, incompleteness or vagueness in the file. • (Shared standard) No more than 1—5 times/month someone on the team gets a second call for the same issue/problem. • At least 5—26 weeks/year where there are no changes more than 30 days old. • At least 5—26 weeks/year where there is no new business more than 10 days old.
Solutions to problems (10%) • Rates • Commissions • Points • Audits • Corrections	• No more than 1—2 times/quarter are incorrect results or procedures spotted by the supervisor, account analyst, policy holder technicians, policy holder analyst or other policy processing technicians. • No more than 1—2 times/quarter are problems corrected in more than 1—3 business days.
Trained policy processing employees (15%) • Trained backup employees • Trained new team members (or existing team members with new skills)	• Trained employees have an error rate no more than 5% on the jobs they’ve been trained on. • Training is completed by the agreed-upon deadline.
Quotes and quick quotes (5%)	• No more than 5—10 quotes and quick quotes/month are found to be inaccurate at issuing. • No more than 5—8 quotes/month are processed in more than 5 days. • No more than 5—8 quick quotes/month are processed in more than 24 hours.
Answers to questions (10%) • Rating • Procedures • Premium • Affidavits • Commissions • Points • Audits	• 80%—90% of surveyed team members and a sample of people outside the team say: • The technician stops working immediately and tries to answer the question. • They don’t find out later that the answer is wrong. • If the technician doesn’t know the answer, he/she either researches the solution or directs the person to the correct source.
Completed audits (10%)	• No more than 5—10 errors/month are found on audits. • At least 5—26 weeks/year no audits are more than 30 days old.
Solutions to money problems (10%)	• Technician finds the missing money and writes instructions to correctly apply it. • No more than 1—2 times/quarter are problems not corrected within 1-3 business days.
Supervisor backup (5%)	• Supervisor is satisfied with the amount of work left to clean up upon returning to work. • Team members say the team ran smoothly while the supervisor was gone.
Solutions to Information Services problems (5%) • Problem reports • Trial runs • Resolutions	• Information Services, Policy Analyst and Policy Holder technicians are satisfied that the error report is complete and the technician followed Information Services’ instructions for the resolution. • Problem reports are responded to within 24 hours.