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Sanlam Indie Ops Training & Onboarding
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Program outline
Week One
Communication Tools and General Etiquette
About Sanlam Indie & Reasons to love Sanlam Indie
Funeral & Family Funeral Cover
Week Two
Sanlam Indie's Underwriting Process
Policyholder's Welcome Pack and the Dashboard
Sanlam Indie's Underwritten Insurance
Test Your Knowledge (Underwritten Products)
Wealth Bonus and Sanlam Indie Wealth Bonus
Test Your Knowledge (Wealth Bonus)
Premiums and Other Premium Features
Test Your Knowledge (Premiums)
Client Queries (RACE the Sanlam Indie way)
Client Query Exercise
Introduction to FreshDesk
Service Delivery of Work (WOW)
Week Three
Introduction to Thought Express
Contract Enquiry (TE)
Service Delivery WOW (First line support)
Service Delivery WOW (Escalating to Team 2)
Missed Premiums and Payment arrangements (TE)
Party Amendments and Objects on Contract (TE).
Party Ammendments
Objects on Contract
Week Four
Contract Query - Status Enquiries
Contract Status Updates (TE)
Beneficiary update (TE)
The Audit Trail
Session 20: Service Delivery WOW continued ( Second line support)
Week Five
Payment Request Control (TE)
Add a Life
Contract Query - Requirements Enquiries (TE)
Support Teams
Distribution and Partner Queries
Week Six
Contract Financial Update (TE)
Claims
Claims Notification
Week Seven
Fresh Chat
Telephony
Sanlam Indie Ops Training & Onboarding
Session
8
:
Introduction to Fresh Desk
Facilitators:
Mandy Madikwa
Freshdesk Navigation.docx
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