Task/Ticket Management:
Unassigned Tickets: POCs for each cluster will monitor unassigned open tickets and assign them to appropriate deal owners.
Abby and Gail will take turns in managing the unassigned tickets daily
Look for the deal as stated in the ticket, it could be the insured's name, claim number, or property address.
If it is an email from insurance, copy and paste the email content to the CRM note and attach all documents received.
Task DO to review. Please be specific with the note. Ex: "Please see CRM note. RE received"
If somebody else is working on the follow up calls, task them to review the email, please be specific with the note. Ex: "Please see CRM note. RE received"
If the email is from RF, assign the ticket to the deal owner. If it's from Contractor's Cloud, Ticket starts with # 1 goes to GGR Team and ticket that starts with # 2 goes to Vanessa for Proliance.
Note: The OD team is not required to change the deal stage or update numbers in our system.
Pool Tasks: Admins are accountable in checking and getting tasks from the pool.
Overdue Task/Ticket Action Steps:
Notifications for Overdue Tasks: Task/ticket owners will receive auto-generated email reports from Zoho for any overdue tasks or tickets.
Abby/Grace sends out the overdue email report in the morning
Maybell sends out the pending task reminder in the afternoon
Both will check overdue tasks in CRM and send reminders to AMs/Admins if task is not yet completed
Support for Overdue Items: OMs will reach out to AMs/Admins with overdue tasks/tickets to check if assistance is needed.
If the task owner indicates they cannot complete overdue items by the new due date, these tasks/tickets will be assigned to a pool or to another AM.
OMs will reassign tasks by 12PM to the pool
Accountability: AMs/Admins with overdue tasks/tickets will be held accountable, and OMs will address these in 1:1 discussions.
OMs to report top 3 overdue offenders per team by Monday during the team meeting
Support and Task Delegation:
Overdue Tasks: OMs will collaborate with AMs and Admins who have overdue tasks or tickets to assist with performance management and load distribution.
OMs will do weekly review of task for those with overcapacity and provide help needed such as delegation of tasks to admins
Pool Task Management: OMs are responsible for managing resources to ensure all pool tasks are completed on time.
Notification Requirement:
Advance Notification: AMs/Admins must notify OMs in advance if they will be late or unable to report to work.
Reassignment Procedure: If notification is not received by 12 PM CST (or if an AM/Admin indicates they cannot complete tasks/tickets by the due date), OMs will reassign tasks to available team members.
Completed tasks will be returned to the original owner.
For pool tasks, these should be owned by AM or Admin who claimed the task
For specific AM tasks, if an AM is unavailable, tasks may be reassigned back to the AM upon their return. Until then, the task remains with the person who acquired it.
Internet/Power Interruptions: AMs/Admins who report power or internet interruptions should update by 12 PM CST if they remain unable to work.
Admin tasks will be reassigned to available admins after 12 PM CST.
JR AMs - tasks will be reassigned to available AMs after 12 PM CST
Leave/Off Policy:
Please refer to Vacation Leave Process