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  1. Tell us… • Your name • Your department or area of work • Number of years you have completed with India Post • Two or three core job-related tasks that you perform everyday • Tools and applications that you use to perform your job-related tasks • Your expectations from this course

  2. Prerequisites Learners should be familiar with: • Basic concepts and terminology associated with Postal/Rural Life Insurance • Basic knowledge of working with computers • Basic knowledge of navigating through application interfaces

  3. This module deals with the end-to-end processing of the service requests through the Policy Service Work Desk (PSWD) application. After completing this module, you will be able to: • Explain Policy Servicing concepts and its functionalities. • Log in and navigate to the PSWD application. • Define the roles of the Postal Officers at various stages of the process. • Describe and perform the activities involved in the service request process. • Describe and perform the process for each Policy Servicing functionality.

  4. Lesson 1 Introduction to Policy Servicing

  5. Introduction to Policy Servicing This lesson provides an overview of Policy Servicing. After completing this lesson, you will be able to: • Explain the concepts of Policy Servicing. • Discuss the scope of the training. • List the icons used in the modules. • Describe the acronyms used in the modules. • Identify the roles involved in Policy Servicing. • Describe the Policy Servicing end-to-end process. • List the PLI and RPLI products. • List the Policy Servicing functionalities. • Log in to the PSWD application. • Explain the features of the Dashboard.

  6. Introduction to Policy Servicing Concepts of Policy Servicing • Provides Quote • Processes Policy Requests • Policy Servicing • Manages Customer Queries • Conducts Business Successfully • Supports Policy Maintenance

  7. Introduction to Policy Servicing Items That Need Policy Servicing • Surrender • Loan • Conversion • Commutation • Reduced Paid-Up • Revival and Reinstatement • Assignment and Nomination • Client Maintenance • Billing • Collection • Disbursement • Duplicate Policy Bond

  8. Training Scope The Policy Servicing concepts will be covered using the following training aids: Introduction to Policy Servicing • Operating Manual • Deck • Job-Aid • Process Flows • Process Steps • Icons • Acronyms • Process Flows • Process Steps • Screenshots • Screen Elements • Glossary • Process Flows • Demonstrations • Practice Activities • Group Discussions • Role Plays • Knowledge Checks

  9. Introduction to Policy Servicing Icons Used in the Training Material

  10. Introduction to Policy Servicing Acronyms Used in the Training Material

  11. Roles in Policy Servicing The Policy Servicing requests are processed at the Post Office (PO) and the Central Processing Center (CPC). It involves the following four roles: Introduction to Policy Servicing • Indexer: A Postal employee who takes a service request from the customer and registers/indexes it in the system. • DataEntryOperator: A Postal employee who records details of the requests already indexed in the system. • QualityChecker: A Postal Officer who verifies entered information and supporting documents. • Approver: A Postal Officer who has the authority to approve the requests as per regulation.

  12. Service Request Process Service Request Process Flow

  13. Introduction to Policy Servicing End-to-End Service Request Process • Indexer • The Indexer registers the requests at the PO and collects the application form and other mandatory documents to forward to the CPC. • Data Entry Operator • The Data Entry Operator enters the request details and customer information in the system for further process. • Quality Checker • The Quality Checker verifies the request information and checks that documents are complete and correct as required. • Approver • The Approver refers to the scanned documents for proof and approves the request based on information on the application form.

  14. Introduction to Policy Servicing List of PLI and RPLI Products

  15. Introduction to Policy Servicing List of Functionalities • Billing, Collection and Disbursement • Revival and Reinstatement • Commutation and Conversion • Reduced Paid-Up • Surrender • Loan • Assignment and Nomination • Client Maintenance • Duplicate Policy Bond

  16. Introduction to Policy Servicing LoggingIn to the Application UserName Password Sign In

  17. Introduction to Policy Servicing The Dashboard As you log in to the application, the first screen displayed to the user is the Dashboard.

  18. Introduction to Policy Servicing Common User Interface Elements

  19. Introduction to Policy Servicing Screenshot of Some Screen Elements Common Screen Elements

  20. Introduction to Policy Servicing You have reached the end of the lesson. You should now be able to: • Explain the concepts of Policy Servicing. • Discuss the scope of the training. • List the icons used in the modules. • Describe the acronyms used in the modules. • Identify the roles involved in Policy Servicing. • Describe the Policy Servicing end-to-end process. • List the PLI and RPLI products. • List the Policy Servicing functionalities. • Log in to the PSWD application. • Explain the features of the Dashboard.

  21. LESSON 2 Billing, collection and disbursement

  22. Billing, Collection and Disbursement This lesson will provide information on the features and process of Billing, Collection and Disbursement. After completing this lesson, you should be able to: • Describe the features of Billing, Collection and Disbursement. • Describe the end-to-end process for Billing, Collection and Disbursement.

  23. Billing, Collection and Disbursement: Features • Billing, Collection and Disbursement • Billing allows customers to change the billing frequency and billing method. The billing function is to manage and operate the maintenance issues of the billing cycle. • Collection allows the payment of loan repayment, initial premium payment. Acceptable collection methods for payments are by Cash and Cheque. • Disbursement, which means making payments, is the department in India Post that looks after all the payout transactions for loan, surrender, claim, and investment payouts.

  24. Process Flow: Billing • Billing, Collection and Disbursement

  25. Billing, Collection and Disbursement Indexer Transactions at the PO • Indexer Transactions • Search for a Policy • Register New Requests

  26. Billing, Collection and Disbursement Steps for Indexing a Request • The Indexer can index service request for all the functionalities using the Service Request Indexing screen. • Enter Request Details • Click Submit • Click Service Request Indexing Icon • Select Request Type • Enter Policy Number and Appropriate Date

  27. Billing, Collection and Disbursement Data Entry Operator Transactions at CPC • Data Entry Operator Transactions • Reserve Service Request • Enter Service Request Application Form • Submit to the Quality Checker • Track Missing Requirements for Requests

  28. Billing, Collection and Disbursement Steps for Reserving a Request • The Data Entry Operator reserves the request from the Data Entry Operator’s Inbox. • Click Data Entry Operator’s Inbox • Select respective Ticket ID • Reserve the task by clicking OK

  29. Billing, Collection and Disbursement Steps for Entering a Request • The Data Entry Operator enters the request details in the Service Process screen. • Enter Details in Process Screen • Tick List of Documents Received from PO • Submit Service Request to Quality Checker

  30. Billing, Collection and Disbursement Quality Checker Transactions at the CPC • Quality Checker Transactions • Check the Service Request Application • Check if all the Information is Entered Correctly • Check if the Documents Attached are Complete • Submit the Request to the Approver

  31. Billing, Collection and Disbursement Quality Checker Process • ReserveService Request from Inbox • Check Service Request Details • Check if Correct Documents are Received and Order Missing Documents • SubmitService Request to Approver The Quality Checker must verify information for correctness and completeness.

  32. Billing, Collection and Disbursement Approver Transactions at the CPC • Approver Transactions • Analyze the Service Request Application • Check Client Information and Request Details • Forward the Request to a Second Level Approver, if necessary • Approve or Reject the Request

  33. Billing, Collection and Disbursement Approver Process • Reserve Service Request from Inbox • Check Service Request Details • Approve or Reject Service Request • Analyze Service Request The Approver must verify information for correctness and completeness and then approve or reject the request.

  34. Billing, Collection and Disbursement Demonstration: Process a Billing Frequency Change Request Use the application to do the following actions: • Logging in to the Application • Searching for the policy • Indexing the Billing request • Scanning the documents • Reserving the request • Entering details for the request • Checking quality of the details submitted for the request • Approving the request

  35. Billing, Collection and Disbursement Demonstration: Process a Billing Method Change Request Use the application to do the following actions: • Logging in to the Application • Searching for the policy • Indexing the Billing request • Scanning the documents • Reserving the request • Entering details for the request • Checking quality of the details submitted for the request • Approving the request

  36. Billing, Collection and Disbursement Practice Activity: Process a Billing Method Change Request • Process the Billing Method change request using the given information: • Policy Number: HP1234576869

  37. Printing and Dispatching Documents If the request is approved, the Dispatch Clerk must print, dispatch and archive a copy of the request and any other official documents to the customer. • Service Request Process Once a service request is approved, an auto-trigger from the McCamish system is sent to Enterprise Content Management System (ECMS). McCamish prints two policy bond documents; one for the customer and another as an office copy (Policy Docket) on pre-printed stationary. The customer copy is duly signed and sent to the customer by post or through an agent. A flat file of this policy document is sent to ECMS for scanning and storing the office copy of the policy bond without signature along with other supporting documents. The flat file with all the related documents including the proposal application form and other supporting documents are moved to a permanent policy folder and are tagged with policy numbers as well as customer ID's.

  38. Process Flow: Collection • Billing, Collection and Disbursement

  39. Collection Dashboard • Billing, Collection and Disbursement For collection, the Cashier will log in with the Collection ID and access the below Dashboard.

  40. Accepted Payment Methods for Collection • Billing, Collection and Disbursement

  41. Billing, Collection and Disbursement Demonstration: Process a Renewal Premium Request Use the application to do the following actions: • Selecting the Collection type • Selecting the transaction type • Searching for the policy • Specifying the Agent • Selecting the payment mode

  42. Billing, Collection and Disbursement Demonstration: Process a Loan Repayment Request Use the application to do the following actions: • Selecting the Collection type • Selecting the transaction type • Searching for the policy • Specifying the Loan installment amount • Selecting the payment mode

  43. Billing, Collection and Disbursement Demonstration: Process an Initial Premium Request Use the application to do the following actions: • Selecting the Collection type • Selecting the transaction type • Searching for the Proposal • Specifying the Agent • Specifying the Initial Premium deposit amount • Selecting the payment mode

  44. Billing, Collection and Disbursement Demonstration: Process a Miscellaneous Payment Request Use the application to do the following actions: • Selecting the Collection type • Selecting the transaction type • Searching for the policy • Selecting the Charge Type • Specifying the payment amount • Selecting the payment mode

  45. Billing, Collection and Disbursement Demonstration: Process a Collection Request • Process the Collection request using the given information: • Policy Number: HP1234579686

  46. Disbursement Dashboard • Billing, Collection and Disbursement For disbursement, log in with Policy Servicing Indexer User ID and access the below Dashboard.

  47. Billing, Collection and Disbursement Demonstration: Process a Disbursement Request Use the application to do the following actions: • Logging into the application • Searching for the request • Viewing and submitting Disbursement details