Page 17 - Learning and Development SOP Handbook

NEW AGENT TRAINING

(NAT)

Agents are exempt from NAT training if:

Rehired within 90 days of termination, or rehired between 91 days-6 months of termination,
if they pass the Opt-out test with 90% or more.

Agents are required to attend NAT training if:
They are a newly hired agent to the company, or any other agent who did not meet the

exempt qualifications.

Agents, their DSMs, and RSMs, receive a training invitation the Friday before the agent’s
start date (the following Monday) for the NAT course with a virtual training link and
attachments of needed materials. Agents whose start date begins on a Wednesday will start
their NAT training the following week. Their training invitation will also be sent out the
Friday before their training.

The training agenda is as follows:

Monday Agents who pass the Basic Auto Insurance exam
10:30 to 5:00, agents attend Day 1 of the training. An begin taking courses in AMU, while those who did
email is sent to DSM if not present by 10:45 not pass retake the test at the end of the day.
NAT starts with an intro to the Company, and to the 12:15-4:30 the NAT facilitator leads training on the
technology that agents will use in their role Quality Call Analysis (QCA) process and
After lunch, agents are trained on basic auto Underwriting. Every other week, the QCA Auditor
insurance terms and factors that affect coverages will present the QCA portion of the training.
and premiums. Agents are divided into small groups Agents who did not pass the Auto Insurance Basics
to complete various activities. Exam are asked to stay behind while the rest of the
After each section, all participants return to the group is dismissed from the meeting.
main room in Zoom and discuss their responses The NAT Facilitator will review topics before
with each other and the NAT Facilitator beginning their second attempt, then enrolls them
Tuesday in a new session under Basic Auto Insurance Exam-
NAT facilitator leads a brief review of the Retake in Axonify. They are marked as attended and
information from Day 1. the test is released to them.
An email is sent to DSM if not present by 9:30. The NAT Facilitator emails a NAT scorecard to the
The Facilitator inputs all agents attending NAT into DSM/RSM of any agent who attended the training.
the testing environment. If there is a rehire in the This report shows the agents’ score, number of
training group, the Facilitator adds them to the New retakes, as well as observation notes made by the
Agent Onboarding Training-Rehires event. Then Facilitator. If an agent fails both attempts at the
mark as “Present” so the Basic Auto Insurance Exam exam, it is up to the discretion of the DSM/RSM if
will be released to them in Axonify. the agent needs to repeat NAT Day 2 the following
Agents must receive a 70% or higher on the exam to week, or if the agent will do additional training on
be considered a passing candidate. Agents can view site.
their results upon completion, and private chat
their score to the Facilitator.