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Information
North Carolina Agents - Power of Prevention: Agency Risk Management Essentials of Service
Length: 3 Hours
This three-hour class Essentials of Service specifically targets customer service functions in the agency. Customer service professionals may hold various titles, including Customer Service Representative (CSR), Customer Service Agent (CSA), Account Manager, Account Agent, or Account Executive, for example. In some agencies, producers may also perform customer service tasks. No matter what your title, if you interact with customers, this class provides valuable insights to help reduce your E&O exposure.
Basic Course Information
Learning Objectives- Explain how common servicing activities contribute to Errors & Omissions (E&O) exposure and identify strategies to reduce agency risk
- Differentiate between an agent's legal duties, standards of care, and agency practices, including how special relationships may expand those duties
- Identify key state and federal laws that affect daily account servicing and agency compliance responsibilities
- Apply consistent procedures and effective documentation practices to improve customer service and strengthen the agency's defense against E&O claims
Major Subjects
- Errors & Omissions (E&O) Fundamentals
- Compliance with State and Federal Laws
- Agency Procedures and Operational Consistency
- Documentation and Communication
Marisa Fridenmaker, CIC, CISR
Mari is IIANC's Professional Development Insurance Trainer. She brings over 16 years of experience in commercial insurance. She spent much of her career in the independent agency environment on a team as an Account Manager, servicing large clients in various industries, and as a Training Specialist assisting new Account Managers.
Mari earned the Certified Insurance Service Representative (CISR) designation in 2018 and is working toward the Certified Insurance Counselor (CIC) designation with an expected completion date of November 2024.
Mari holds a Bachelor of Science in Business Administration degree from The Ohio State University.
This course has no breaks
