1. Provides customer support from beginning to end of insurance policies
2. Conducts ongoing assessments of customer needs
3. Matches customers to appropriate products
4. Answers customer questions in a timeframe in line with business standards
5. Develops solutions that demonstrate problem-solving capabilities and address customer needs
6. Gives respectful responses and guidance to customers' diverse needs and concerns
7. Manages customer complaints within business expectations
8. Works effectively with a range of customers from different cultural, social, and economic backgrounds
9. Provides customers with clear and transparent expectations and timelines around services
10. Explains the features of different policies to compare options for coverage

1. Builds and maintains a book of business in line with local, regional , geographic, or other workplace standards of operations
2. Researches and establishes criteria for qualifying leads
3. Cultivates relationships with clients for long-term support
4. Recognizes the ethical responsibilities as a trusted advisor when offering products
5. As necessary, meets sales quotas and adjusts work processes as needed to fulfill such goals
6. Demonstrates ability to shift sales techniques to work with a diverse customer base
7. Effectively uses customer relationship management (CRM) techniques to maintain business pipeline
8. Negotiates coverage, rates, and terms with third-party carriers for clients
9. Demonstrates ethical business practices, such as honesty and integrity, when sharing product descriptions and promotions to customers
10. Effectively uses company-branded materials and strategies to support sales efforts
11. Utilizes strategies and demonstrates appropriate use of sales techniques, including upselling and cross-selling
12. Generates reports in line with company standards to show sales leads in the pipeline, in process, and completed

1. Demonstrates how various insurance products mitigate risks for the client purchasing insurance
2. Identifies client risks and matches to appropriate coverage options
3. Calculates premiums after assessing client risks
4. Demonstrates foundational knowledge of varying products and services
5. Provides advice on appropriate coverage
6. Participates in ongoing professional development to improve upon business practices

1. Completes all risk management and compliance training on time and within company guidelines
2. Follows the laws and regulations in relation to products and services, and can locate the answers to compliance and risk management concerns that arise
3. Abides by all applicable company, local, state, and federal regulations when conducting business
4. Articulates and implements proper procedures for remedy when a compliance issue arises
5. Detects fraud and reports to special investigators

1. Utilizes company standards of practice around all aspects of data management
2. Demonstrates proper security measures when handling different levels of customer data
3. Upholds proper security measures when handling internal versus external company communications
4. Can articulate the proper procedure for remedy should there be an incident of improper data sharing
5. Answers all customer questions on how the company will use personal information collected for business purposes
6. Manages consumer data privacy in compliance with all federal, state, and local regulations

1. As needed, shows the ability to work in a fast-paced environment
2. Shows resilience in work regardless of success ratio
3. Maintains professional candor and behaviors during difficult customer interactions
4. Able to work independently with little to no oversight
5. Demonstrates strong organizational practices
6. Documents work processes in an Organized and efficient manner
7. Prioritizes work in a manner that supports multiple projects, multiple clients, and deadlines
8. Adapts and is flexible to changing needs and circumstances of work
9. Demonstrates entrepreneurial spirit to drive business opportunities
10. Shows an ownership and responsibility to own actions
11. Stays up to date on continuing educational requirements for licensure
12. Contributes to and operates in an inclusive environment

1. Demonstrates strong communication and public speaking skills
2. Maintains community presence as a resource for insurance needs by attending community events, working with other business leaders, etc.
3. Uses and maintains multiple web-based platforms to market themself and the services offered
4. Participates in and supports informational sessions on insurance options that are adaptable to a wide variety of audiences
5. Continually reevaluates and adjusts communication and outreach plans in response to the effectiveness of sales strategies

Sample learning objectives Describe the types of losses and risks life and health insurance are designed to address. Explain the benefits of life and health insurance to individuals, families, and companies. Differentiate between term, whole life, and universal life variable whole life policies, including the advantages and disadvantages of each, the types of events covered by these types of insurance policies, and the relative cost of each. Explain the role of annuities in financial and estate planning. Explain the types of medical insurance policies available, the requirements associated with using these policies, the kinds of conditions often not covered by these policies, and the principles for helping clients balance their need for risk mitigation at a cost they can afford. Explain the history and role of Medicaid and Medicare programs, the types of supplemental plans available for program participants, and the requirements for inclusion under these programs. List and explain federal regulations related to Medicaid and Medicare programs. Describe the types of short-term and long-term disability products available, the types of conditions typically covered and those typically not covered by these policies, and the importance of disability insurance in good financial planning. Describe the role of federal disability insurance and the benefits provided to disabled military service members and veterans. Explain the tax considerations for individuals and companies related to personal or employer- provided life and health insurance plans. Explain the process for becoming a licensed life and health insurance producer. Explain how to find, review, and interpret state insurance laws and regulations. Explain the impact of unfair trade practices and steps that must be taken to avoid these issues.

Sample learning objectives Explain the purpose of insurance and the different types of insurance available to consumers and businesses. Explain how insurance underwriting works and the various risk factors that must be considered during underwriting. Explain the insurance claims process and the policies in place to protect insurers from fraudulent claims. Explain the basic components of an insurance policy using language a consumer can understand. Conduct an assessment of a person’s insurance coverage to identify gaps in coverage or duplication in policies. Explain the business models insurers use to recruit and serve customers while also making a profit for their organization. Describe the ethical considerations that insurance producers must apply to their work to comply with state and federal laws and consumer protection requirements.

Sample learning objectives Describe the role of a sales professional in helping individuals and companies make well- reasoned purchasing decisions. Describe the processes used for direct sales, group sales, and commercial or business-to- business sales. Discuss the importance of building strong relationships to boost sales results. Explain contact/client management software to engage in sales and customer service activities. Describe how electronic commutations and virtual environments can be used to improve the success of the sales process. Explain the differences in strategy between obtaining new clients and maintaining/servicing existing clients. Produce accurate and informative sales proposals. Produce accurate sales reports. Discuss the role of commission, bonuses, dividends, shares, and options that may be part of the compensation package offered to a sales agent or broker. Discuss the role of travel and client meetings in securing a sale. Demonstrate the ability to prepare accurate sales, travel, and expense reports. Differentiate between the costs of seeking new clients or customers versus those associated with maintaining the current client or customer base. Explain the importance of ethical practices and give examples of unethical practices that one should avoid.

Sample learning objectives Explain the importance of clear, concise, and honest communication with customers, colleagues, and other insurance professionals, such as adjusters and auditors. Demonstrate the ability to compose an email using proper spelling, grammar, punctuation, and complete sentence structure. Demonstrate adding attachments or providing links to web resources or forms. Demonstrate the ability to compose a memorandum using proper format, spelling, grammar, punctuation, and complete sentence structure. Demonstrate the ability to prepare a letter of introduction to potential or new clients. Demonstrate the ability to prepare a proposal for an individual or company interested in purchasing insurance. Explain the fundamentals of a marketing pitch or presentation. Demonstrate the ability to develop and deliver live and virtual effective marketing presentations using presentation software, such as Power Point. Explain effective strategies for filing documents electronically, managing email, flagging follow-ups, and maintaining client records. Demonstrate the ability to edit documents using online technologies, such as track changes. Demonstrate the ability to participate in shared document production or editing using available document-sharing software.

Sample learning objectives Describe the types of risks that affect the insurance industry (i.e., financial and reporting; compliance and government risk; operational risk; or strategic risk). Describe the impact of cybersecurity breeches or theft on the insurance industry. List the types of data that must be protected from accidental or intentional disclosure, including through a cybersecurity attack, such as social security numbers, driver’s license numbers, credit card information, security and access codes, biometric records, health information, business information, etc. Explain the importance of protecting personal information provided by clients and businesses as part of the insurance application or claims process. Describe the types of controls insurance agents and companies typically employ to reduce risk. These may include physical controls, cybersecurity controls, audit requirements, testing and monitoring plans, distribution of duties plans, etc. Describe the importance of Enterprise Risk Management and develop an ERM plan for a small- or medium-sized business. Describe the types of data insurance professionals use to reduce or mitigate risk and demonstrate the ability to analyze such data to identify and flag potential risks accurately. Describe the types of reports that insurance professionals must file with state and federal agencies and the consequences of failing to report or filing an inaccurate report. Explain effective strategies for performing a risk assessment in the insurance industry and identify internal and external threats that should be considered in developing such a plan.

Sample learning objectives Describe and explain the importance of ethics in the insurance industry. Define “utmost good faith” and explain its importance in the insurance industry. Explain the meaning of moral principles and provide examples of moral dilemmas an insurance producer might encounter in their line of business. Explain why people may be motivated to act unethically. Describe the competing objectives that may encourage an individual to act unethically. List and describe state and federal laws and regulations designed to enforce ethics and integrity in the insurance industry. Describe ethical ways to engage with lawmakers, regulators, insurance commissioners, auditors, and other officials in the insurance industry. Identify instances in which individuals in real or contrived case studies made ethical or unethical choices and the potential repercussions of their choices.

Sample learning objectives Describe how state and federal laws and regulations are passed and implemented. Explain actions insurance producers can take to inform and influence lawmaker and policymaker actions ethically. Explain where an insurance agency would go to determine if changes have been made to state or federal laws or regulations. Explain how laws and regulations dictate the behavior of insurance professionals. List the reporting requirements an insurance producer must file to comply with state or federal regulations and the timeline on which these reports are typically due. Explain the appropriate action to take if a producer forgets or cannot file a report on time or a producer identifies an error after filing a report. Differentiate between general consumer protection laws and insurance-specific consumer protection laws and explain where to find these laws in the federal or a state code. Properly prepare insurance and tax reports based on scenarios and data provided by the instructor.