New Employee Onboarding Process

Welcome to StreetSmart! We're so glad to have you 😃 Here's a list of action items to help you get started.

If you are licensed let Carlo Ferrara know so we can add you to Sircon and to Payroll 👋

Basics

• Welcome aboard! Our intranet is your one-stop shop for everything you need to succeed, from step-by-step process guides to holiday schedules and the employee handbook.

• Company Pillars: Familiarize yourself with the company's Visions, Values, Smart, and Standards. These guide internal and external processes. 🌟

• Team Structure & Contact Information: Review the Bio and Contact Info and Organizational Chart to understand your team, team lead, and company phone/fax numbers. 👥

• Roles & Responsibilities: Understand your specific Roles And Responsibilities and how each department contributes to company goals. Utilize our Training resources. Work with your team lead for clarification.🎯

• Policies & Resources: Review the StreetSmart Risk Managers Inc. Employee Handbook, License & Compliance Guidelines in About Us, Holiday Schedule/Out Of Office Process, Insurance Tips, and Technology platforms used by the company. 📖

• Sonant page - You do not need to give out your direct number or extension as the AI receptionist will automatically forward the call to you based on your name.

• Loom- shoot a loom troubleshooting any account or issue you are facing.

• Gaya - To get a quote for a commercial/trucking or homeowners policy with Johnson & Johnson, please follow the link to the Gaya application page .

• Canopy Connect - To retrieve your declarations page and get a quote for a personal, commercial or trucking policy.

• Profile Setup: Submit a headshot and a bio answering the provided questions here to support@advisorevolved.com to be added to the company directory. 📸

• Email Signature: Contact Operations to set up your email signature, including your headshot. Review the email signature section in Technology📧

• For time off, system/company inbox logins, security awareness and other related stuff to Google, please review Technology💻

• EZLynx Training: Please login to Ezlynx and complete the EZLynx University courses, watch the Basics and EZLynx Training Playlists. Sign up for EZLynx webinars for further learning.🎓

• Email Integration: Add your email signature to Ezlynx from Gmail (Pro Tip 💪 If you're an agent, wait until Carlo Ferrara gives you an email signature before adding it to EZLynx). Select Automatically insert my signature at the bottom of all emails) Install the EZLynx Chrome Extension and practice using the Gmail plugin to Ezlynx. 💻

• Calendly Integration: Make sure your Calendly account is integrated in EZlynx.

• AI Exploration: Use EVA (Email Assistant AI tool) to draft an email explaining a specific LOB (Line of Business) to your team lead. Proofread for accuracy before sending.🤖 

• Task Management: Create a custom checklist in EZLynx and assign yourself a task to practice.✅

• Review the Ezlynx for detailed explanations on how our agency specifically uses EZLynx features🔍

Gmail Plugin

• How to use this plugin 

• Send yourself an email with an attachment to it (send from personal email to work email)

• In your work Gmail account, save the email to your Ezlynx account to the claim discussion title 

• Associate it with your policy and create a task.

• Email operations@streetsmart.insurance telling them what department you are apart of and that you need logins 📧

• Email operations@streetsmart.insurance to get setup with Total CSR and have them assign you classes. Keep this handy whenever you have an insurance related question! 💡

• Email operations@streetsmart.insurance to get setup Sign up for Kelly's class APP📱

• See the Insurance Tips for guidance on policy and billing inquiries.📖

• Please make sure to install Grammarly 📝

• Please review Technology and make sure to familiarize yourself on how to login to Faxes 📠 and Roboform.🔐 Roboform and Google Password Manager 

• Time Tracking: Start screenshot monitoring software at the beginning of every shift to track work hours.⏰

• Video Recording and Screen Tool (Loom): Go ahead and shoot a quick video and save it to your file with a link, use this for describing troubleshooting events in the future🎥

• If you have a device from us please follow this GCPW 

RingCentral

• Review the RingCentral section of the Technology page for system information. Download necessary RingCentral apps, chrome extension, noting your extension number if you're an agent. ☎️

• Set up your personal voicemail using the provided script and instructions. 🎙️

• Run a Network Test and share the results with Carlo Ferrara📈

• RingCentral App Tutorial

• RingCentral Apps Basic

• Review different ways on connecting RingCentral to Ezlynx for call recordings:🔗

  • RingCentral Web Launcher

    1. Configure the RingCentral Phone for desktop to trigger an EZLynx window matching the incoming call number

    2. Web Launcher Video 

    3. Make sure to select: A call is answered 

    4. use this for the link https://app.ezlynx.com/applicantportal/Search/Index?searchPhrase=%%phone_number%%)  click Test just to see if it works

    5. Hit Save

    6. Make sure to review your emergency location. (DO NOT use our office address)

• Enable Click to Call option.

• Under AI settings, turn on Automatic Notes so you can have transcription notes of the entire call. 

• Make sure your phone number is entered into your account in Ezlynx

• Go ahead and call yourself by clicking the phone number. Stay on the line for a few seconds

• Hang up, do you see a call recording in Ezlynx?

• Now go ahead and call yourself directly from your phone number to your RingCentral number. 

• Did it pull up your account in Ezlynx?

Wunderite

For Trucking and Commercial Lines:

• Commercial: Get the General Liability and Workers Compensation class code for a bakery and add to the acord application. Add some exposures you notice

• Trucking: Get the General Liability and Workers Compensation class code for a trucking business and add to the acord application Add some exposures you notice 

• Wunderite: Get the appropriate supplemental application for the client to complete and send to them (use yourself)

Reference Connect

• Login and utilize ReferenceConnect

• For commercial, go ahead and find the class code for a bakery for general liability and workers comp. Find out what is the premium basis for General Liability. Repeat these steps for an apartment building

• Put your notes in your EZLynx account

Qumis

• Check out the video explainer, website and logins for Qumis https://sites.google.com/streetsmart.insurance/siteswiki/training/tech-stack/qumis

• Get a new business quote and renewal quote in PDF then compare them using the Policy comparison feature in Qumis (see video https://www.loom.com/share/1ded447fbd2e44cf929ad11dc431a882)

• Grab a policy in PDF. Utilize the Policy Chat feature by asking questions about a policy (mention exclusions) (see video  https://www.loom.com/share/eaf36cbde2294b50b95390c12fe72410)

• Once done, kindly upload the screenshot of your completion in Documents Tab and add notes in your EZLynx account

• Answer the Basics Quiz✏️

Process Overview

• Process Review: As part of our goal to keep things organized and simple for everyone, we are going to check both layouts and processes if they are aligned with our standards.🚀

  • Each process are following a standard format having all of these collapsible modules: Process Breakdown (containing a Canva graphic chart representing the process map) 🗺️, Mission, Standards and Desired Outcome 🎯, Unacceptable Actions 🙅‍♀️, Steps 👣, How we Track📈, What Ifs ❓, Point of Contact for Process 🙋‍♀️, Scripts and Templates📃 and Relevant information💡. These are designed to streamline our processes and to make sure everyone is on the same page.

• Provide Feedback: Use the Process Update form under each process to suggest improvements, tagging the process owner and signing your name. 👍

• Report Issues: If you find onboarding-related issues while reviewing processes, mention Carlo Ferrara in the appropriate document.🚩

• Stay Updated: Follow the Change Management/Process Checkup document for updates from process owners and ongoing improvements.👀

• Meeting with Team Lead: The new employee should meet with their team lead to ensure they are added to and can join the daily team meetings 

• Producer Automations: Adjust all relevant system automations to properly integrate new producers.

• Goal Tracking Setup: Adjust the onboarding process for the goals system to ensure all new users are promptly added and linked to their appropriate goals

• Like any business, Quality assurance is super important and a part of our ongoing efforts to make sure work is done at a high level. 🌟 You will have a quality assurance done by the operations team every month, these processes play a big role in that.

• Check the Quality Assurance page here! 🔎

• On your EZlynx account, run a Folder Workflow

• EZLYNX account > DOCUMENTS tab > in the rightmost buttons, click WORKFLOWS > click + button (START WORKFLOW) > select Personal Folder Creation (only Run 1 Time) > and START WORKFLOW

• see screenshot for reference

• Here's the New Business process. Please check it out and try it out on yourself!

• Setup yourself as an applicant in Ezlynx and make sure to add your email and mobile number. We need this for every applicant! Use our address 208 South Street Freehold NJ 07728

• Click the Activity tab. You will notice a note/task generated automatically in the applicant. This is generated using Workflow/Automation Center (if you already had an account setup check out the new opportunity discussion and add to that quote)

• Make sure you are adding to the new opportunity discussion title. 

• Did you need to add any Labels?

• Now send an email to yourself using the Emails and Email Campaigns protocols

• Link yourself to Miele Johansen in Ezlynx and make sure you put in notes of the link Accountant or and put yourself as Referral Source

• Use the Labels Jake Follow up then turn it off by clicking the play icon 

Personal 

• • • Quote yourself on personal auto insurance try running a rate (personal use Ezlynx Rater, commercial use Tarmika, trucking use Wunderite). 

    • Check your Line of business under the respective department for Red Flags, underwriting concerns or even questions to ask. Who are your core carriers?

    • For a personal new business process, send yourself a PURL link and update the application. We can use this upon new business and renewal when working with customers that want to update their information in the portal.

    • Let’s say you have a homeowners policy and you need to measure the distance between houses and/or distance to the coast. Measure the distance between our office to the building next to us and the distance to the coast. Put this in the notes Insurance Tips

    • Want some extra money? Cross-sell life, flood insurance and more using Ezlynx Connect

    • Submit your quote and check your email! Did you get your quotes?

    • Quote by Text Beta - Try this out on yourself. Text our phone number saying QUOTEME and you will see the function of this.

    • Personal Quotes Proposal Beta - After getting a quote for yourself, send yourself a customized proposal. Maybe even include a video and some comments on what you think the best option is!

    • Home Hazards and Tips

    • Travelers Aerial Imagery

    • Personal Lines New Business  - NJPropertyRecords

      • Username: Carlo@streetsmart.insurance 

      • PW: pygbus-dymkox-5ziBxa 

Commercial 

• • • Quote yourself for a general liability policy (setup Acord forms), setup submission center and use Tarmika. Enter the NAICS code on the applicant details page.

    • Check your Line of business under the respective department for Red Flags, underwriting concerns or even questions to ask. Who are your core carriers?

    • Set yourself up as a client in Wunderite use your personal email

    • Get a tree trimmer supplemental under your account.

    • Share the link with your personal email to complete the application

    • Use this supplemental when using submission center. 

Trucking

• • • Quote yourself for commercial auto (setup Acord forms) setup submission center   Enter theNAICS code on the applicant details page.

    • Check your Line of business under the respective department for Red Flags, underwriting concerns or even questions to ask. Who are your core carriers?

    • Set yourself up as a client in Wunderite use your personal email

    • Get a tree trimmer supplemental under your account.

    • Share the link with your personal email to complete the application

    • Use this supplemental when using submission center. 

• Do a bulk submit to multiple carriers but do not sent it out to all carriers at the end

• Using Sales center and the note move yourself through the pipeline (get to Won!). You will notice automated emails and text messages  

  • Take note of the updated sales pipeline statuses:

    • New Status (formally "Interview")

    • Contacted Status (formally "Pricing")

    • Quoted Status (formally "Presentation")

    • Reviewed Status (formally "Decision")

    • Won Status (formally "Fulfillment")

• Add a left message for insured  Labels 

• Head on over to the next step: Binding Process

• Assign a task back to your team lead to review 

• Here's the Binding Process and an example of a binder. Please check it out and try it out on yourself! (Pro Tip 💪 don’t actually bind yourself with a carrier).

• Move your account into Won status in Sales Center 

  • At this point the client is sent an onboarding email and text detailing how we do business.

• Send a payment request to yourself for payment (test amount, don’t pay!) then login to client center on a separate browser to see how the flow works)

• You should have Acord forms you can generate from your application. Send a PDF to yourself to sign Esignature make sure to select pre fill Acords so you do not need to add the fields

• Use the Acord app you created and convert the application into a policy and set up a test policy. (See Convert App to Policy)

• Come back to this tomorrow and you will notice automated tasks to complete and make sure it is done properly add your Agent Spin

• Now that the policy is bound go ahead and share a document to the insured via Client Center

• Check out how the policy looks on the Overview Page.  Is it an agency bill or direct bill?

• Make sure you are adding to the new opportunity discussion title. 

• Did you need to add any Labels?

• Some carriers have subjectivities or discounts we need to retain for our file. Let’s say a AAA discount or an educational teacher discount. We get audited by the carrier and make sure we retain this information to avoid any issues.

  • Let’s say in this case there is an educational discount. How do you send the proof? Client center. Upload a test image to your account.

• Setup a shell policy (convert your app to policy) after payment is received and the application is signed as well as coverage being bound on the carrier website 

  • In this case, we don’t have a policy number. What do you do?

  • Make sure the effective date of the policy is tomorrow

  • Set the premium to $1.00

  • Master company is StreetSmart; Writing is Street Ins

• Now let's move to manual policy bind confirmation

• Is it an agency bill or a direct bill? Let’s say it is an agency bill and it is financed. What do you do?  Please setup in Ascend and make sure to put the word FAKE as the last name so everyone knows it is fake. Do a test finance agreement in Ascend 

• If it is an agency bill, use the binder document on new business to generate a finance agreement based on the parameters:

  • Premium Policy fee  

  • Taxes 5%. 

  • Add agency fee $200 

  • Is there a minimum earned premium? 

• Add the PFA to your file and Send link to yourself to see the checkout experience.

• After the policy is set up come back to this the next day.  

• If you are a producer, select yourself as the producer/service team (see video)

• Assign a task back to your team lead to review 

• Sample Declarations Page

• Did you get the email and text message (usually fires around 10:50 AM EST)?

• Here's the New Customer Onboarding. Please check it out and try it out on yourself!

• Make sure you are adding to the new customer or additional policy discussion title. 

• Did you need to add any Labels?

• This is where we do a double check to make sure nothing is missed

• First you add your agent spin. 

• Did you get your application signed? Was the SIC code added for commercial use?

• Was all of the data entered into the details tab properly? Check out the checklist

• If it was an agency bill, then you would have the accounting look at it.

• Check out the onboarding process where we reach out to the customer to make sure everything runs smoothly. 

• Assign a task back to your team lead to review 

• Open a new browser window in Incognito and login to your Gmail account

• Go back to your Ezlynx session that is not in incognito mode

• From your account in Ezlynx, share a document to yourself via email and text. Go back to your browser in the incognito mode and click the link. 

• You will be brought to the login screen, try the sign in with Google! 

• Notice some Items at the bottom? This is brought to you by Ezlynx Connect

• Let’s say you are having trouble logging in to Client Center here is how you would explain to the customer how to login

  • Once logged in you will notice it brought you right to the document to view and download. 

  • Now exit this session and access Client Center by visiting our website www.streetsmart.insurance and login 

• Let's say you want to update your contact information. Click the avatar and click edit the contact information (commercial lines will be different, in this case click ask a question)

• Check out the policy that you set up. You can view your policy data that you entered. You can also get ID cards or other proof of insurance. More importantly, you can request a policy change in the portal or make a payment

• Request a change in the client center on your current policy adding a car or requesting a new class code on General Liability and now go back to Ezlynx and view the tasks you created.

• Let's proceed to the next process below 

• Here's the Cancellation - Non Pay process. Please check it out and try it out on yourself!

• Sample cancellation notice for non pay

• Let's say you forgot to pay and the carrier canceled the policy. Cancel the policy in the system effective tomorrow. 

  • If you don’t get to the claim and BOR process and the policy cancels skip to the reinstatement process and start from claims

• Make sure you are adding notes to the Policy-Cancellation Discussion Title. 

• Did you need to add any Labels?

• You should notice a text email and task generated. Maybe even a phone call?

  • Check out how we use text messaging through the Communication Center and how task are generated through Automation Center 

• Add cancellation label. Did you get a phone call?

• Assign a task back to your team lead to review

• Here's the Claims⚠️process. Please check it out and try it out on yourself!

• Sample claims document

• For trucking policies only - When a claim is received, a technician may file a claim and then share with the account manager

• Now you are a customer and file a claim

  • What LOB was it related to? Did you ask the questions?

  • Set up the Acord form and do a test and send to the carrier

• View the claim in the client center!

• Add notes to the claim

• Assign a task back to your team lead to review 

• Let’s say the client wants to do business with us and we represent the carrier that they insured with. You can do what is called a broker or agent of record change. See Broker of Record Process ‍

  • Make sure you are adding to the new opportunity discussion title. Did you need to add any Labels?

  • Sample Agent/Broker of Record Change Form - Acord 36

• Make a Broker of record Acord form 36 and send it to yourself to sign.

• Be sure to include the carrier name, policy number and agency code (check directory for agency code)

• Send to yourself to sign via Esignature 

• Go to the new opportunity discussion and assign yourself a task using the new opportunity discussion title and use the broker of record checklist 

• Assign a task back to your team lead to review 

• Here's the Reinstatement process. Please check it out and try it out on yourself!

• Sample reinstatement notice

• Let's say you want to reinstate the policy. Make sure you are adding notes to the Policy-Cancellation Discussion Title. Did you need to add any Labels?

• Open the cancellation WF and add notes that the customer wants to reinstate

• Send the statement of no loss to yourself to sign for Esignature and reinstate in Ezlynx/carrier

• Manually reinstate the policy. Reinstatement/Rescission Notice

• Assign a task back to your team lead to review 

• Here's the Policy Change Request✏️process. Please check it out and try it out on yourself!

• Take a look at these examples of change request and endorsement processed documents.

• Let's check out the change request you submitted. What if the client needs to send a document? Use the Client Center Share Link to request them upload the document to the client center. Upload a test document to see how this works.

• Make sure you are adding notes to the Policy Change Request Discussion Title. Did you need to add any Labels?

• What questions did you ask and put in the system?

• You will notice as you are going through the change you can apply labels like coverage enhancement be on the lookout to upsell the client center as they are doing the change with you

• Is the billing direct bill or agency bill? Follow the process based on this

• Can you do the change online or need to email the carrier? Follow the process based on this 

• Now once the change is done go ahead and confirm it and release proof of insurance 

• Assign a task back to your team lead to review

• Here's the Phone Call Answering & Transferring process. Please check it out and try it out on yourself!

• We go over how we answer the phone and service our clients with Phone Call Answering & Transferring.

• This process encompasses a lot of miscellaneous, or catchall items, such as additional information, inspections, recommendations, or any other inquiry that is not included in our other processes. This gives you guidance on how often to follow up and examples of what we are following up on with the customer.

• More importantly, this discussion title represents where most of the journeys will start. It’s important to know we do not want to create a bunch of discussion titles, because the files would be all over the place.

• Please take a look at these examples of additional information, inspection results, recommendations and correspondence

  • Here's the Recommendations process under Customer Inquiries Discussion. Please check it out and try it out on yourself!

  • Run the service-recommendations WF and you will see the note/task generated. Make sure to select your policy in the discussion titles

    • Make sure you move this to the Customer Inquires Discussion Title. Run the customer inquiries WF if missing. This WF can only be run once.  Did you need to add any Labels?

  • Imagine the carrier said you need to remove a trampoline from your home or install handrails.

  • Now you call yourself and leave a message go ahead and send the voicemail drip email campaign 

  • Make a test note in the customer inquiries discussion title to confirm the conversation with the customer and that you receive photos and send them to the carrier. Tasks and Discussion Titles

  • Let's say the customer is not responding. Go ahead and send a letter to the insured asking them to call using postal mail.

  • Add Returned mail Labels. Did you get a phone call?

  • Assign a task back to your team lead to review

• Sample renewal offer

• Now enter a renewal into your policy and make sure the premium increased more than 25%

• Automated Renewal Quoting Reports (Applicable for personal 

• only on renewal): Go ahead and renew your account with a 30% rate increase (make sure renewal is entered within 30 days) and go back into retention center use the automated renewal quoting feature 

• Follow the Renewals🗂️ Process

• Make sure you are adding notes to the Renewal Discussion Title. Did you need to add any Labels?

• You will notice a high-risk renewal discussion started (if you don't see it immediately give it a day)

• Try out the pre-call checklist

• Do you qualify for the protection review?

• What discounts are you missing?

• Do you qualify for remarketing? 

• Assign a task back to your team lead to review 

• The customer's rate went up over our standards and they are eligible for a remarket

• Follow the Remarketing And Rewriting process

• Make sure you are adding notes to the Renewal Discussion Title. Did you need to add any Labels?

• For personal lines make sure to sync the applicant for faster remarketing. 

  • Sync Policies with Rating Applications for Fast Remarket 

  • Use the PURL Link

  • Retention Automated Quoting You may see that this was automatically quoted (looks like it was done)

• For commercial lines be sure to use Submission Center to setup the new application for remarketing

  • the Agency Forms for supplemental which can be found in the Documents tab in EZLynx and maybe plug Wunderite

• Do a bulk submit to multiple carriers but do not sent it out to all carriers at the end

• Add the correct label to the discussion title 

• Assign a task back to your team lead to review 

• Sample Renewal Offer

• Here's the Manual Renewals🗒️ process. Please check it out and try it out on yourself!

• Let’s say you have an agency bill policy that is paid by you (How do you know the difference?) 

• Make sure you are adding notes to the Renewal Discussion Title. Did you need to add any Labels?

• The subjectivities are a signed Acord application, Surplus Lines Form (check out TIPS page for Surplus Lines Form) 

• Go over the renewal with the insured 

• Are there changes or no changes?

• Let the client know next steps 

• Let’s get this bound, how does that work?

• Application and payment

• Send out the Acord forms and surplus lines form using Esignature 

• Send yourself a payment request for the full amount

• Sign the application and let’s pretend you paid the premium (login to client center to see the flow)

• Now send a bind request to the carrier using the appropriate bind request email template (email yourself)

• Now let’s get this to the post bind request 

• Do a test and release proof of insurance 

• Check out the post bind process. 

• Assign a task back to your team lead to review 

• Sample Cancellation Form - Acord 35

• Here's the Cancellation - Customer Cancel Request process. Please check it out and try it out on yourself!

• Now let's say you don't want the renewal and you want to cancel your policy.

• Follow the Policy Cancellation Request WF and send yourself the cancellation form to sign. Make sure to select prefill Acords so you do not need to add the fields

  • Check out how we use E Signature to send yourself a request to cancel a policy

• Did you need to add any Labels? Make sure the Policy Cancellation Request WF

• Now cancel the policy in the system 2 weeks from today 

• Assign a task back to your team lead to review 

• Sample audit requests and results

• Make sure to enter the audit on the correct term.

• Now let's say you received the audit results of your policy

• Follow the Audit Results process.

• Move this to the Audit WF.  Did you need to add any Labels?

• What happens when you want to dispute the audit?

• How do you read an audit? 

• Assign a task back to your team lead to review 

• Now let's say you want to process your payment for your policy

• Follow the Billing and Payments process

• Is it financed? Is it an agency or direct bill?

• Did you have any issues getting into the carrier website?

• Be sure to use Privnote when taking payments over the phone!

• Move this to the Billing and Payments WF.  Did you need to add any Labels? 

• Assign a task back to your team lead to review 

• Sample declarations page and Certificate of insurance

• Issue a certificate of insurance for yourself then share it via Client Center

• Check out how we handle declarations pages or Loss runs 

• For commercial and trucking customers only

  • Certificate Master Renewal Beta - Try this out for commercial customers only. See fast and easy this is  Let them know to select the renewal transaction when renewing the certificate and not existing policy term.

  • If you need to edit a certificate go ahead and do this Certificate Copy

• Move this to the Certificate of Insurance WF.  Did you need to add any Labels? 

• Assign a task back to your team lead to review 

• We retrieve and process the documents we received from the hello inbox, mail folder and/or different carrier sites. For every transaction, we run applicable workflows and make sure to include them in their respective discussion titles as discussed above. 

• How to access Hello Inbox?

• Check out the Mail/Hello/Document Retrieval process

• Our Document Management strictly follows Document Naming Convention.

• At every interaction with the client we want to give the best possible service. When you go above and beyond we call that WOW Customer Service

• When you enhance coverage, get a cross sell opportunity, get a referral or google review we will reward you! Learn more here 

• On your account request a Google Review and Referral Request!

• Let's say you had a great call add All Star Call and we will check it out

• If you set up autopay on a billing call go ahead and add that label as well!

• Learn more in APP class

This form is for any Information Changes that Employee would like to update in our system. (such as but not limited to; Name Changes, Address Changes, etc.)

• Fill out this form.

• Make sure to update your Name Change in your Licenses. Updated Name and Information must be reflected in Sircon and NIPR. Coordinate with State Licensing if necessary.

Note: Name and Address must always be correct in your licenses and licensing account at all times.

• Apply and update this Name Change to any website you use/work on. 

We want to ensure that you sign up for the ongoing training depends on which type of user you are, whether you are a Sales Producer, Account Manager, or Technician. All the links you need to sign up are below: 

• APP Classes 

  1. Sales Producers 

     1. Agency Growth 2.0 Pack Online Available until (Re-Vamp of AppX Sales) start Growth 2.0 

     2. Wow Insurance Agency Service Training Pack Online Available until 

     3. AppX Time Management 3.0 Pack Online/ Agency Efficiency Available until Q2 Course Launch/ April 15, 2022   

     4. How To Cross Sell Insurance Pack Online Available until The Plan You Need

     5. How to Explain & Sell Top Coverages Pack Online Available until

     6. How to Handle Rate & The New Market Available until

     7. If commercial check commercial classes

  2. Account Managers

     1. Converting Inbound Calls into Opportunity Available until

     2. How To Cross Sell Insurance Pack Online Available until The Plan You Need     

     3. Insurance Retention: Reducing Client Cancellations Available until    

     4.  AppX Time Management 3.0 Pack Online/ Agency Efficiency Available until Q2 Course Launch/ April 15, 2022       

     5. Agency Retention 3.0 Pack Online/ Newest Course to Utilize! Available until    

     6. Wow Insurance Agency Service Training Pack Online Available until    

     7. How to Explain & Sell Top Coverages Pack Online Available until    

     8. Hard Market Heroes- Managing Coastal & Fire Zones Available until    

     9. How to Handle Rate & The New Market Available until    

  3. Technicians

     1. Converting Inbound Calls into Opportunity Available until    

     2. How to Explain & Sell Top Coverages Pack Online Available until    

     3. Wow Insurance Agency Service Training Pack Online Available until  

     4. AppX Time Management 3.0 Pack Online/ Agency Efficiency Available until Q2 Course Launch/ April 15, 2022   

We also utilize TotalCSR as part of our staff training and onboarding. 

To access the training platform, follow these steps:

1. Login to TotalCSR

2. Click the Learn tab for assigned courses. 

3. Please complete the assigned modules according to your department and role as part of your onboarding process.

If you belong to COMMERCIAL LINES/TRUCKING department, you'll need to complete the following: 

• Commercial Lines Courses

  • New Hire (QCLS)

  • Adv. Coverage (PCIA) 

  • Producers* (applicable to AMs/Sales Producer only)

• Professional Lines Course

  • Professional Lines (QPIS)

• Career Development Course

  • Managers - for AMs/Producers only

  • Employees - for Technicians only

• Ethics Course

For PERSONAL LINES department, make sure to accomplish these modules:

• Personal Lines Course

  • New Hire (QPLS)

• Professional Lines Course

  • Professional Lines (QPIS)

• Career Development Course

  • Managers - for AMs/Producers only

  • Employees - for Technicians only

• Ethics Course

Ask Ellie!

• Another important feature of TotalCSR is Ask Ellie! 

• Login to TotalCSR

• Click Ask Ellie tab

• Write a question about an insurance topic

• Put your question and Ellie's response on a note in your EZLynx account

Make 6 month check ins with authors of all processes

🤔What if the author does not respond?

• Email the executive team

🤔What if the author is not carrying out their duties?

• Email the executive team

🤔What if there is no update?

• Email the executive team

Author/POC: Carlo Ferrara

• Have a question about this process? Ask it here: Process Update