A&h New Hire- #5- Introduction To Systems

Front 1

P-Synch

Back 1

Password utility that is used to change, unlock, and reset your passwords for your MetLife applications.

Front 2

MetCare

Back 2

Customer service system where you start and end every call. MetCare includes:

• Basic customer information
• Records of previous calls
• Service events that launch to other A&H systems

Front 3

Agent Resource Site (ARS)

Back 3

ARS holds most customer and policy information and allows you to make changes to customer and policy information.
Other functions of ARS include allowing you to access:

-Docucorp Form Letters
- Knowledge (KANA)

Front 4

AltDesk

Back 4

Alt Desk is a menu that allows you to sign on to numerous legacy database applications.

Front 5

Knowledge (KANA)

Back 5

Knowledge is the Auto & Home reference library.
Includes:

– Procedures
– Current state reference
– Talking Points
– Group procedures

Front 6

Alert

Back 6

Alerts are a function in MetCare that provide servicing notes as soon as you enter a customer’s policy.

Front 7

Knowledge- Procedures

Back 7

Contains procedures related to processing changes to Auto and Home policies:

• Rate pursuit

Front 8

Knowledge- Group A&H Procedures

Back 8

Contains procedures related to processing changes to GROUP Auto and Home policies.

Front 9

Docucorp- Form Letters

Back 9

Form letters allows you to send correspondence to the customer.
Common uses are:

• Proof of insurance to lienholder
• Auto explanation of rate increase
• Paid in full receipt

Front 10

Knowledge- Current State Reference

Back 10

Current state reference contains state-specific policy options and guidelines.
Including:

• Basic Coverage limits
• Optional Coverage limits and deductibles
• Discounts and eligibility

Front 11

Knowledge- Talking Points

Back 11

Talking Points provides explanations for MetLife policies and procedures that can sometime be difficult to explain to the customer:

• Why do rates increase?
• Why are young drivers so expensive to insure?
• How does credit affect my rates?

Front 12

MetCare Processes- Completed on Every Call

Back 12

MetCare Processes:

• Complete Security
• Complete contact information
• Select Relationship
• Select Source

Front 13

MetCare- Service Event

Back 13

• Used to process referrals to other departments
• Link to other systems i.e. ARS and AltDesk
• Require an Activity Reason to be selected

Front 14

Knowledge Assistant (KA)

Back 14

Houses steps/processes and comments on what is new, changed, or updated.