Week_9_Executive_Summary

Divine Insurance Agency Executive Summary Divine Insurance Agency is a small insurance company looking to provide the lowest cost of insurance at an affordable price to in a non-standard insurance world to people who for any reason can’t get a standard insurance company to write them a policy. We will sell directly to consumers which gives a direct savings to you the customer. We also will provide excellent customer service to customers with up to date technology and the best customer service representatives who really know our products and will continue to grow with the industry through training, and continuing education courses. Our goal at Divine Insurance Agency is to select, hire and train the best possible candidates to give life to the vision we have for the company. Human resources will work closely with members of management to ensure we have a diverse group of team members to work closely together in order to provide the best claims service to our insured’s and claimants throughout their claims process. Being in an accident is traumatizing so we must have the right personnel in order to make this a smooth process. The duties of the selected claims representative will be to provide proficient, fast, and professional service to all customers while adhering to all state guidelines for proper claim handling. They will have to investigate, evaluate and negotiate first and third party auto liability claims including but not limited to physical damage, ie property damage, collisions, comprehensive, towing and rental vehicle damages. All claim adjusters will have to come into direct contact with customers, field operations (appraisers), underwriting, vendors, and body shops. The qualifications for the job entry level to college with no prior experience as the new employees will be trained according to the policies and procedures within the company and also state laws and statues. They must have the ability to read, write and analyze information within reason. The employee will be given training throughout the course of their employment with the company and must be able to translate the information that will be given and implement into everyday claims processing. Together with Human Resources and direct managers we will be able to bring the claims world to a whole new level and excel above our competitors. Job analysis for an Auto Liability Adjuster Responsibilities: Investigates, evaluates, and negotiates first and third party auto liability claims relating to physical damage features. This will include property damage, collision, comprehensive, towing and rental features. While holding this position the adjuster will come in direct contact with customers, vendors, body shops, other insurance companies, attorneys, claims field operations (appraiser), underwriting, sales agents internally and externally, insureds and claimants. They will be a part of a dedicated team and company who main focus is to provide fast, proficient, and professional service to all persons they come into contact with as well as adhere to all state guidelines for proper claim handling. Qualifications Requirements: In order to successfully perform this job the individual must be able to perform each essential duty at the satisfactory level. The requirements listed below are representative of the knowledge, skill, and/or the ability necessary. If there are individuals with disabilities reasonable accommodations may be made in order for them to perform the essential duties. Applicant must have a high school diploma or general education degree. College degree preferred. Have the ability to read, interpret documents relating to the job, safety, maintenance and operating instructions, and procedure manuals. Must be able to analyze, and interpret general business periodicals, technical procedures, policy book language, and governmental regulations and statues. Must be able to present information and respond to questions from managers, clients, customers and the general public. Ability to provide excellent customer service, have knowledge of computers pertaining to computer software, word processing, and internet software. Ability to work mathematical concepts regarding probability and statistical inference, fundamentals of geometry and trigonometry. Must have basic concepts of percentages, ratios, and practical situations. Obtain the necessary license required by each state that you handle claims in. Have zero to three years of clerical, administration and problem solving experience. Teamwork is essential in this environment due to the type of work that is involved. In claims each auto liability adjuster will have individual metrics that will have to be met but the end result the company will be looked at as a whole. So in essence you are an individual who is a part of the claims organization as a whole. Selection Process The selection process is important because the best employees for the job are what you are looking for during the hiring process. Both Human Resources and managers’ work together to select the best person for the job in question in order to select the right person for the position. The selection of potential employees determines if the company will be successful or not because they either hit or miss with selecting people to work for the company. The selection process is the process of reducing the number of qualified applicants down to those who have relevant qualifications. During the selection process there are some general steps that an applicant will go through prior to being hired for a job. The steps that are normally taken are; completion of the application, Human Resources interview, testing, background check, preliminary selection through human resources, team or panel interview, drug testing, and the hiring decision. The interview process will give you opportunity to meet the applicant and have a list of relevant questions related to the job and history for the applicant. The application gives you an idea about if this person may be qualified but the interview you can be more detailed. I thought about an integrity test but during the interview you can get to view the person body language and attitude in the interview. With the job selected I would still use the three selection tools but a back ground check and drug screen will be needed. You have to be able to pass the criminal back ground check in order to be employed due to having to have a license for the state in which you decide to be an adjuster. You cannot be licensed if you cannot pass the back ground check. This is an essential part to be hired as you will be dealing with a lot of people and there is a ton of room to commit fraud; knowingly and unknowingly. You deal with so many people, request checks directly from your computer and you are given some level of authority in which you can request a check and it not have to be approved by management. The selection process for my final would be the following: * Online application and attachment of the resume. * Initial phone interview with Human Resources * Back ground check and credit check * Preliminary selection in Human Resources * Panel and structure interview process * Drug testing * Hiring decision and offering of the job to the applicant Recruiting is a vital part of an organization because you have to locate potential people who may be interested for an open job position. The person also has to be qualified for the position, so when recruiting you have to be as detailed as possible about the position. You can recruit from within the company or from outside. Recruiting for the Auto Liability Adjuster the following external methods for recruiting would be; Employee referral program, Internet recruiting and Temporary Agencies. The internal way to recruit and that is the job posting on the intranet and job bidding. Jobs are placed on the internal web site for so long depending on the need of filling the position and then it is released to the public. The employee referral program is where existing employees help recruit external people for the job and get a referral bonus if the person is hired and remains employed for ninety days. The good thing about this that if the employee really is satisfied with their job they will attempt to recruit decent people who would be an asset to the company instead of just recruiting anyone they know that needs a job and is looking for a pay check. Internet recruiting is getting qualified applicants from job websites like Monster.com, yahoojobs.com etc. This is good if the applicant is telling the truth on their resume and not fabricating on the resume. If a person is not what they are selling themselves to be during the interview it will not benefit the company and the person will not help the company succeed. Temporary agencies assist companies with hiring qualified applicants for temporary positions and sometimes permanent positions. If you allow someone to come in and work for your company on a temporary basis and possible for hire with a permanent position. This will allow the employer to see the person’s ability to work for the company and let them decide if they want to hire the person permanently or not. When recruiting from within, the applicants’ job performance speaks for itself and can help the company decide if this is the right person for the job based on their work history. However, when promoting someone within the office may not always bring that new information or idea on how to better operate that business or their team. With external applicants they will be able to give a new outlook on certain issues and be able to implement a new process for the company and you can train them on what needs to be done. The interview process will give you opportunity to meet the applicant and have a list of relevant questions related to the job and history for the applicant. The application gives you an idea about if this person may be qualified but the interview you can be more detailed. I thought about an integrity test but during the interview you can get to view the person body language and attitude in the interview. Compiling a list of interview questions will be specific towards customer service and being able to work in a high paced environment but it will be broad in regards to the job specifics on how to work a claim as there will be training for all applicants. Though claim experience is a plus, it is not a requirement because we have trainers on staff to train all employees to learn the rules and processes of the company but also how to identify what the state laws are and how they overwrite the company’s policy and procedure. Interview questions • What is your name' • What is the highest grade you completed' • What is your primary language and do you have a secondary language that you speak' • Do you have any military experience or education' • Where did you previously work' • Why did you leave' • Do you have any insurance experience' If so, how much; explain. • How is your problem solving skills' Explain a situation in which you had to assist in solving a customer’s issue and what did you do' • You will be responsible for handling single to multi car accidents on a day to day basis. Is there anything that will prevent you from learning how to complete this during your training session' If so, explain. • During the course of this job you may be required to travel by air and/or ground, will you be able to do so when given adequate notifications' • Do you have any management or training skills' • Please tell us about any special skills or knowledge that you may have that will help you perform in this company. • Do you consider yourself a team player and do you prefer to work alone or with others' • What prompted you to be interested in the insurance industry' • What made you interested in our company, and what do you know about the company' • Do you have any relatives currently working for the company' If so who and which department' • If currently employed would you be able to start immediately or do you need time to give your current employer a notice' • What can you tell me about yourself that makes you a better candidate for the job' • How well do you handle stress and working under pressure because the claims are stressful job and can be time sensitive. • On a day to day basis you will be responsible for answering phone calls, making out bound calls, returning phones calls, handling claims on the same day they are received before 4:00 pm, closing claims, maintain mail, also closing claims at the least. Do you think you will be able to handle and what would you do if volume picks up and you are a bit over whelmed' • Do you have any questions for us at this time' Well Ms. Jones we have a few more interviews to complete and then we will review and make our final decision. You will be hearing from someone in human resources within the next week or two. Thank you Here are some of the benefits we would offer to a new employee We provide full-time active employees Paid time off, health insurance benefits, retirement and savings plans to choose from and we also offer short term and long term disability. Employees will begin to accrue PTO each pay period over the 26 payments they receive over each year after being employed a complete 60 days. The employee must work a minimum of 32 hours per week and must not take any time off without pay the employee will not accrue any PTO for that pay period. Divine insurance offers an abundance of benefits to all full time employees. All offers are made are not required by employees but when deciding on which plan the employee will choose will be solely up to the employee. This is offered to each employee after completing 60 days of employment. Employees are required to contribute to the plan they select that is most effective for their situation. Along with medical and health benefits we offer a prescription plan, dental, vision, and flexible spending accounts. (Here is a brochure with more information on each topic for you all to review at a later time). Divine offers full time and part time employees the option to participate in a 401(k) savings plan. 401(k) gives all employees the option of selecting investments and saving options. All employees are eligible for 401(k) on the first day of employment. The employee determines what they contribute and the company may elect to provide matching contribution. Speak to a member of Human Resources for more details; (currently the company is no longer making contributions but are exploring the options of doing so). We, in HR, feel that it is important to address some sensitive issues during your early employment with our company. It is the responsibility of the Human Resources department to ensure that all employees are aware of all policies within the company. We are legally responsible to make sure that you all have proper signed documentation ensuring each employee was given the information and does acknowledge it. The information is kept in the Human Resources department in your personal employee file in a secure safe designated place. The Immigration Reform and Control Act of 1986 were passed to update the previous U.S. immigration law. The new updated law requires that employers confirm the eligibility of new hires to work legally in the United States. This law applies to all employees that were hired after December 1, 1988. This law makes it illegal to knowingly hire ineligible workers. The law also prohibits employers from discriminating against a person because of their national origin or citizenship status. Sexual and other forms of harassment will not be tolerated in any manner here at Divine Insurance. It causes a hostile work environment there is zero tolerance for it. Sexual harassment is defined as unwelcomed sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature. When this behavior interferes with a person’s work performance and creates and intimidation, hostile or offensive work environment, it is considered harassment. The behavior doesn’t have to be directed at someone for it to be offensive to them. (netplace.com/human-resources). We are going to watch a 10 minute video of different types of sexual and other forms of harassment. Make sure that you pay attention to the video as we will have a short quiz afterwards and you have to get a passing grade to ensure you understand the different forms of harassment and what steps to take to report it. We will keep your personal information as private as we can by law. No one can view your personal information other than HR, you, your direct manager or a manager. If you wish to view your personal file please make sure that you schedule an appointment to view your file. However if we receive a request for information from a financial institution, residential property managers, or government agencies, we will respond to the request that is required by law. Training Needs assessment: What types of issues might indicate a need for training' Managers getting a lot of complaint calls from customers. The main reason was because phone calls were not being returned or follow ups that were promised were not made good on. Paying for damages that were not owed that were prior damages with no relation to the facts of loss. From what sources would these issues be identified' Managers have to listen to at least 15-20 messages per day or calls being escalated and emails being sent as a result of the adjuster not answering the phone or return a phone call when a message is left. Files are audited monthly by upper management, the property damage managers and auditors. There can only be a 10% leakage or less or the file fails. The company was at 13% which indicated that more training on how to read estimates and get detailed recorded statements concerning damages were needed in order to improve. Delivery: Identify the best method to conduct this training. Is a certification exam required' Will the training be instructor-led, self-paced, or a combination' Explain your answer. The training would be instructor led based on the needs of the company. We assess the complaints and where the company is lacking as a whole and focus on improving the issue. Specific instructions will be given on how to handle calls, more participation of management will be involved, and expectation for returning calls will be given and are not optional. This would be an organizational analysis as the company as a whole is judged by the customer service they receive. The Department of Insurance grades a company on the complaints they receive and could be fined. Focusing on delivery considerations, would you use the same methods and requirements for the position directly above this job and the position directly subordinate to the job' Explain your answer. Yes, the position above still focuses on customer service, returning calls and not over paying customers on estimates. • Evaluation: How will you evaluate the effectiveness of the training in terms of organizational objectives and limitations' Management and Human Resources will monitor and keep record of the number of complaint calls that the company receives the number of escalated emails, as well as the DOI complaints. With leakage the monthly audits will determine if there is an improvement on the leakage. References http://biztaxlaw.about.com/od/i9/f/Immigration-Reform-Law-1986.htm, retrieved on Dec 19, 2011 http://www.netplaces.com/human-resource-management/developing-company-policies/sexual-harassment-awareness.htm, retrieved on Dec 19, 2011 Jones, Natalie, Human Resources specialist (interview), provided information on privacy issues. Bohlander, S. (2007). Managing Human Resources (14th ed.). Retrieved from The University of Phoenix eBook Collection database.