I recently got to babysit my two nephews for four days. My sister gave me a long list of daily things to do as well as rules to follow. I couldn't believe that list! It went from morning-wash face, brush teeth, help blow the boys' noses, walk dog, feed dog, make breakfast, set out backpacks with lunches-till night-shower, get dressed, walk dog, feed dog, make lunches, and so on. Without that checklist I don't know how everything would have gotten done.
Even though the job of a customer service representative (CSR) might be a bit easier than taking care of two small boys, the to-do list is just as exacting. Have you ever wondered how a CSR can handle so many items without missing a beat? Unfortunately, everyone makes a mistake once in a while-but we in the insurance industry have errors and omissions hanging over our heads. We can't afford to miss a beat! Here's how to develop a checklist to help the CSRs in your agency meet all their responsibilities, develop a checklist.
You need to know the full range of your CSRs' duties. Have each CSR list his or her responsibilities, and then compare all the CSRs' lists to develop one detailed roster. Include all areas -- binders, certificates, claims, loss runs, applications, account discrepancies, expiration list, files, finance agreements. The list will probably have 50 to 60 procedures.
Then develop a schedule for each procedural area. When are certificates done, expiration reports reviewed, voicemail messages checked? When the schedules are set, type one master checklist specifying when each process needs to be performed: morning, afternoon, weekly, and monthly.
Here's a sample reminder list:
Morning
- Turn on workstation
- Open mail
- Check suspense
- Check voice mail
- Check E-mail
- Process interface
Afternoon
- Check E-mail
- Process deposits
- Process certificates, if necessary
- Process backup
- Turn off workstation
Weekly
- Review expirations
- File manual updates
- Review accounts receivable
- Attend departmental meeting
- Order supplies
Monthly
- Process renewal letters
- Complete month-end close
- Process commissions
- Process statements
Now make sure that every CSR has a copy of the master list, so procedures can't be overlooked. Each employee should review the list daily. Hold weekly meetings with the CSRs to make sure they're following the procedures, as you would with any other new procedure.
Are you thinking that you just can't take up your CSRs' time to list responsibilities and set schedules-and that you don't have the time to monitor checklists? Well, you'll only have to go through this process once. And think of the time you'll save correcting mistakes and fighting E&O lawsuits!