adhoc slides
Storyboard-Text
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- Member had two policies wanted to consolidate them before rolling over to an external super fund. Both, internal external rollover, requests were received on same day on the related policies. But the external rollover was first processed without realizing there was active win with Internal rollover request in progress.We missed to do the name search.Member was not happy.
- LET’S DO NAME/POLICY SEARCH ON EVERY REQUEST WITHOUT FAIL.
- Happy Weekend
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- Jack received below email query from a member.
- Kindly provide "Condition of release" letter. I need it to submit it to my bank to prevent the foreclosure of my home.
- New Scenario
- I Knew what "Condition of release is" but a letter on that was a new scenario.
- Collaboration with right team helped in providing right response at right time to member.We hope member was able to save her home.
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- Hi everyone, I am Jack, do you remember my story about 'special instructions'.
- You know, just recently we had another incident where we missed the member’s special instruction on a switch request resulting in a financial impact to the member of$6000.
- It's crucial to always double-check for special instructions on forms, attachments, or case notes to avoid such situations in the future.
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- Happy Friday!Meet you all in my next story
- Without further delay I briefed the scenario to the training team. The trainer brainstormed the scenario with concerned team and with QA staff support a new email was drafted as a response to member’s query.In addition, Account Rundown was also provided.
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