Fundamentals of Service Certificate Program
The Fundamentals of Service is a self-study program designed specifically for Client Service Representatives servicing insurance clients across Canada. Whether you are a manager and CSR, producer and CSR or are dedicated solely to the role of CSR, this course will be of benefit to you.
The Fundamentals of Service has been created with the input of Client Service Representatives, it will be helpful to all staff in the brokerage office serving either personal lines or commercial lines clients. The wide range of knowledge and skills needed by CSR's have been taken into account, as well many of the most challenging client service situations that you may face.
In order to gain accreditation, you must complete each of the four modules in this program. Each module will take approximately 12 hours to complete. You are under no time constraints, the modules can be completed over the length of time most comfortable to you.
Each participant in this program will require a "mentor" to guide and assist the participant. The mentor is usually the CSR's supervisor or the brokerage manager. Acting as a coach, the mentor will provide the participant guidance and advice, as well a provide confirmation of completion to IBAN.
The four modules address the following areas:
MODULE IThe Role of the CSR
MODULE II
Adding Value to Your Brokerage
MODULE III
Brokerage Operations
MODULE IV
Industry Issues
Course Objectives
- Describe your own role as a professional CSR.
- Identify the licensing requirements for your own and other provinces.
- Explain the mission statement and business plan for your own brokerage.
- Define quality services and ft's benefits and make use of ten service dimensions to understand client expectations.
- Out line the client service roles that others in the brokerage and industry play.
- Apply techniques for effective use of the telephone.
- Follow the basics of business etiquette.
- Apply the communication skills of questioning, listening and informing in a variety of client service situations.
- Recognize when the CSR can add value to the brokerage through cross-selling and upselling additional products and services.
- Describe when, how and why it is necessary to communicate with insureds as well as structure and write business letters and memos.
- Apply a step-by-step process for negotiating "win-win" solutions with clients.
- Handle and recover from client complaints.
- Deal with unreasonable, hostile or irate clients.
- Say "no" to clients and co-workers, without causing offense.
- "Go the extra mile" in delivering service to clients.
- Promote yourself and your brokerage in the community.
- Put into action techniques for managing time and priorities.
- Explain the importance of maintaining high professional standards, especially with respect to ethics and confidentiality.
- Make educated decisions regarding automation in the brokerage, including uploading and downloading.
- Describe brokerage procedures and office workflow, including abeyance and other system usage.
- Use the appropriate industry forms.
- Recall the structure of an insurance policy and the purpose of each part.
- Describe the process for getting insurance coverage in the first place.
- Explain billing procedures and the brokers fiduciary relationship.
- Describe the renewal process including the responsibilities of the CSR, the insurance company and the insured.
- Recognize some of the legal issues that impact the broker's role.
- Explain the importance of E&O loss control and what to guard against on-the-job.
- Recognize the broker's responsibilities when an insured has inadequate coverage.
- Follow the correct procedures when coverage is terminated.
- Explain government's role in the insurance industry.
- Manage issues of special concern such as claims, countersignature of policies, claims-made insurance etc.
- Recognize specific issues involved when working with surplus or residual markets.
- Identify national and provincial industry associations and the services offered by each.
- Plan for your further education and career development.
