read_new_hire_welcome_packet_SALE-1019

WELCOME PACKET TRAINING OVERVIEW ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017

TABLE OF CONTENTS WELCOME ......................................................................................................................3 NEW HIRE TRAINING Overview ................................................................................................................................4 Courses ................................................................................................................................... 5 AMERICAN FAMILY Products and Systems....................................................................................................... 6 RESOURCES ............................................................................................................7 - 8 OFFICE STAFF CONNECTION Community ............................................................................................................................9 SALES AND SERVICING Observations ..................................................................................................................... 10 EQUIPMENT First Time Login ................................................................................................................ 11 JOB AIDS My Learning for Learners: Basic Navigation My Learning for Learners: Viewing Your Learning Plan

............................................................................................................ <<< WELCOME PACKET Welcome to an American Family Insurance Agency! Your first few weeks will be full of activity as you learn about your new role and begin to put that knowledge into action. This packet will provide you with information that will help you plan and prepare for the next few months. On Your First Day Beyond Day One Office Policies Sales Appointments Your agency owner will be spending time with Throughout your first week, you may you to go over the office policies specific to the join your agency owner on several sales agency, such as your work schedule and the appointments, allowing you to observe agency’s dress code policy. customer interactions. These sales Agency Sales Goals appointments will occur in conjunction This time will be used to review your with the self-paced training. performance expectations, such as the monthly agency sales goals and to complete any Customer Service necessary paperwork. Throughout your first week, you may Training Schedule sit with someone within the agency During this time, you and your agency owner will during customer phone calls and office review the available training and work together appointments, to observe how to service to determine a training schedule that best meets customers. These observations will occur the needs of the agency. in conjunction with the self-paced training. ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 3

............................................................................................................ <<< WELCOME PACKET TRAINING OVERVIEW Over the next few weeks, you will have a lot of new information coming your way. Be assured that your questions will be answered and you will have the support you need as you begin your new role. Training Our training is designed to help you learn about the products American Family offers and the systems that are used to process quotes, applications and changes for each product. You may take courses to learn the different methods to bring new customers into the agency, and discover proven techniques for talking with customers, to identify their Corporate Policies needs. You may also take classes to learn how to service When you are attending training at an American customers with their payments and policies. Family corporate training facility, the dress code is business professional and the following corporate Several different training methods such as videos, articles, policies must be followed: interactive activities, demonstrations, observations and social learning are utilized to provide you with the training American Family is a tobacco free environment you need, right in the agency. and does not permit smoking or the use of tobacco products (including e-cigarettes) on Travel company property or in personal vehicles within While the majority of training is conducted right in the our parking structures or while on roadways on agency, there may be some occasions when a classroom the grounds. environment is necessary. If traveling is required for All firearms and weapons are strictly prohibited you to attend, your agency owner will make all travel in the company’s buildings and pool cars. arrangements. ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 4

............................................................................................................ <<< WELCOME PACKET NEW HIRE TRAINING Courses Meet with your agency owner to discuss which of the following self-paced courses you will complete and then determine a training schedule that best meets the needs of the agency. AUTO Auto Courses Learn about our Auto products, systems, and servicing with these courses. PROPERTY Property Courses Learn about our Property products, systems, and servicing with these courses. LIFE Life Courses Learn about our Life products, systems, and servicing with these courses. COMMERCIAL Commercial Courses Learn about our Commercial Lines products, systems, and servicing with these courses. FARM/RANCH Farm/Ranch Courses Learn about our Farm/Ranch products, systems, and servicing with these courses. CUSTOMER EXCELLENCE Customer Excellence Courses Learn about customer connections, best practices, social media, and market environments with these courses. AMERICAN STAR American Star Courses Learn about customer conversations and best practices with these courses. ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 5

............................................................................................................ <<< WELCOME PACKET AMERICAN FAMILY offers a wide-range of American Family Products and Systems our customers at every products to protect stage in life. We provide coverage for auto, property, life, business and farm/ranch. There are several different systems and resources used to process quotes, applications and changes for each of the products. One of the agency staff members will provide you with a demonstration of the systems and resources, so you have a chance to see each before you need to use them. Below is an overview of some of the systems. Apex is the system used to enter and maintain all Mainframe is used to process applications for most customer information and to initiate a policy quote. Classic Auto policies. Classic Billing Center is the system used to view Payment Manager is the system used to process billing information for certain billing accounts. payments for certain billing accounts. Commercial Lines PolicyCenter is used to quote Personal Lines PolicyCenter is used to quote and submit applications for Commercial Lines and and submit applications, access billing information Farm/Ranch policies. and process changes for Advance Auto and Property policies. Commercial Lines Policy Viewer is used to access billing and policy information for Commercial Lines Personal Lines Policy Viewer is used to access policies. billing and policy information for Classic Personal Lines policies. Cornerstone is used to perform needs analyses, create illustrations and quotes, and submit applications Sales Initiation Suite (SIS) is used to quote both for Life policies. Classic Auto and Classic Property policies. It is also used to process applications for most Classic Property Electronic Document Management System policies. (EDMS) allows you to store supporting documents and photos electronically for each policy. Company Small Business Launchpad is used to locate the generated files such as policy declaration pages, letters, recommended quoting platform based on the type etc. stored in EDMS can be viewed using other systems of business. There are many helpful links that provide like Apex, Policy Viewer or PolicyCenter. guidance on the small business program included in the launchpad site. Farm/Ranch Policy Viewer is used to access billing and policy information for Farm/Ranch policies. Small Business Sales System is used to quote, bind and issue coverage for small businesses that meet Life Policy Viewer is used to access billing and policy eligibility requirements. information for Life policies. ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 6

............................................................................................................ <<< WELCOME PACKET RESOURCES Field Compass Field Compass is where you will find links to resources and systems that you will be using each day. The site provides easy access to online reference manuals, where you can find detailed policy information for each product. myGuide myGuide is a resource found on Field Compass. The myGuide operations manual provides ideas and activities that can help you service the agency’s book of business and help the agency increase customer satisfaction. Many of these practices have myGuide Overview Video been submitted by agents and agency staff based on their own success. Reference Manuals The Reference Manuals on Field Compass contain information about each of our products. They provide detailed policy information, eligibility guidelines and rating information. These manuals are regularly reviewed and updated monthly to ensure you have accurate and current policy information. This helps you get the information you need to provide the coverages that protect our customers’ dreams. Product Reference Manual Navigation Video My Learning One of the systems you will be using right away is our learning management system, called My Learning. This system is where you will access all your training, including the corporate mandated courses that must be completed by the due date assigned on your My Learning plan. ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 7

............................................................................................................ <<< WELCOME PACKET RESOURCES Billing Made Easy Located on Field Compass, the Sales and Service Operations web page is where you will find Billing Made Easy. The web page is designed to assist you with easy access to commonly asked billing questions, and help you to learn more about the billing and payment process. Learning Resource Library (LRL) The LRLs for the Advance and Classic products are located on Field Compass and contain links to resources covering systems and tools that are integral in the agency process. Job Aids Catalog The Job Aids Catalog is available on Field Compass. The job aids can be found by entering key word into the Search Our Job Aids field or by locating them alphabetically by job aid name. ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 8

............................................................................................................ <<< WELCOME PACKET Office Staff Connection Located on Field Compass, the Office Staff Connection COMMUNITY community is an internal social media website. This site lets you post status updates, ask Why should you use a social media site like Connections? questions and interact with community The benefits of using social media include having: members that include • Ongoing discussions that anyone can join. all levels of agent office • Access to employee subject matter experts and training specialists. staff, employees and • The chance to ask and answer questions, follow up and clarify when needed. field staff. How Do I Get Started? Set up your My Site profile on the AmFam Connect My Sites to start connecting with others. 1. Under Getting Started tutorial, click Add Profile Picture. 2. Click through each step to personalize your My Site profile. 3. Next you’ll want to join the Office Staff Connection community. 4. Under Communities > Find Communities type Office Staff Connection in the search box. 5. Click the search icon. 6. Click Follow to the right of the Office Staff Connection icon. Follow Other Communities There are dozens of communities you can join and make meaningful connections with. Below are just a few examples of the variety of communities available to you: • Advance • Agents and Social Media • The Attic • Traveling • Well-Being ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 9

............................................................................................................ <<< WELCOME PACKET AGENT OWNER OBSERVATIONS Sales and Servicing Whether you will be meeting with potential customers to discuss their needs in order to provide them with one of our products, or assisting customers with changes to their policy, you play an important role to help protect their dreams. Whether you are meeting in person or over the phone, it is important to build relationships with each customer. This will help you work together to identify the customer’s personal needs, so you can offer insurance products or assist them with policy changes that help protect those needs. To help you prepare for those customer conversations, you may be joining your agency owner on several sales appointments, or sitting with them or other agency staff to observe customer phone calls and office appointments as they service customers. This will give you the opportunity to observe how the agency works with customers, and in turn, how you are expected to represent the agency. As you observe the agency in action, pay attention to the process before, during and after meeting or speaking with the customer. How did the agency owner or agency staff: • Prepare for the appointment? • Build rapport and trust with the customer? • Present and explain the products in a way the customer understood? • Gather the information needed to process the customer’s request? • Transition between products to seek cross-selling opportunities? • Present the quote or application? • End the appointment? • Process the quote, application, payment, or policy change? After each appointment or customer observation, have a conversation with your agency owner or agency staff about what you observed and ask questions about their process. ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 10

............................................................................................................ <<< WELCOME PACKET EQUIPMENT First Time Login Before your first day is over, complete these steps (while in your agent’s office) to log in to your computer for the first time. 1. Turn on your computer and wait for CTRL+ALT+DEL to display. 2. Press Ctrl/Alt/Delete. 3. Enter your User ID (example: ABC001). 4. Enter your temporary password. Note: this field is case sensitive. 5. Choose Agency from the Domain drop-down list. 6. A message appears that your password has expired and a new password must be created. 7. Create a new password using 7 – 8 characters, including at least 1 number. 8. Enter your new password in the Password field. 9. Enter your new password again in the Verify Password field and press Enter. 10. A message should appear stating that the password has been changed. 11. Set Up Security Questions and PIN: Setting up your Security Questions and PIN will allow you use the I/S Help Desk’s automated password reset option should you ever forget your password. • Step 1 – Select this link: https://iamaccess.amfam.com/ • Step 2 – Click Manage Security Questions & PIN. • Step 3 – Complete all the fields and click Submit Don’t forget your user id and password. If you have any troubles logging in, call the I/S Help Desk at ext. 31111. Next Steps Once you are logged in, someone from the agency will help you set up your email account and email signature. We look forward to working with you to develop your knowledge and skills! ©2017 American Family Insurance – SALE-1019 – Edition: 10/30/2017 <<< 11