40
Coordinator COLONIAL LIFE GUIDE TO PERSONAL SUCCESS 7|2016
CC-5008
Coordinator
COLONIAL LIFEGUIDE TO PERSONAL SUCCESS
7|2016
Guide to Personal Success Coordinator
7/2016 The information contained in this training is confidential and intended for the training and education of Colonial Life & Accident Insurance Company and The Paul Revere Life Insurance Company employees and benefits counselors (insurance producers in WA) only. Any other use of this information is not authorized. Do not give or show it to prospective insureds, employers of prospective insureds, other insurance carrier representatives, worksite marketing competitors, or anyone else not employed by or contracted with Colonial Life & Accident Insurance Company or The Paul Revere Life Insurance Company or other Unum Group business units.
CC-5008
Contents INTRODUCTION ................................................................................................................................................ 1 ORGANIZATIONAL CHART ............................................................................................................................. 2 ROLES AND RESPONSIBILITIES IN THE SALES REP DEVELOPMENT PROCESS .................................. 3 YOUR HIERARCHY .......................................................................................................................................... 6 SALES PROCESS ............................................................................................................................................. 7 ONBOARDING SERVICES ............................................................................................................................... 8 TRAINING AND DEVELOPMENT CHECKLIST ............................................................................................. 10 TRAINING AND DEVELOPMENT OVERVIEW .............................................................................................. 12
PRODUCT TRAINING ........................................................................................................................................ 12 SELF-PACED TRAINING ................................................................................................................................... 13 TRAINING GUIDES ........................................................................................................................................... 13 INSTRUCTOR-LED COURSES ............................................................................................................................ 13
THE COORDINATOR ROLE ........................................................................................................................... 15 GETTING ORGANIZED ................................................................................................................................... 15
GETTING STARTED .......................................................................................................................................... 15 ENROLLMENT BEST PRACTICES ....................................................................................................................... 16
Before the Enrollment ............................................................................................................................... 16 During the Enrollment ............................................................................................................................... 17 After the Enrollment .................................................................................................................................. 17
COORDINATOR CHECKLISTS ...................................................................................................................... 18 ACCOUNT SUMMARY ....................................................................................................................................... 18 COORDINATOR CHECKLIST .............................................................................................................................. 19
TOOLS ............................................................................................................................................................. 21 COMPUTERS AND SOFTWARE .......................................................................................................................... 21 PROPR ........................................................................................................................................................... 22 HARMONY® ..................................................................................................................................................... 22 OTHER WEBSITES ........................................................................................................................................... 22 AIMS ............................................................................................................................................................. 22
HARMONY ENROLLMENT OPTIONS ........................................................................................................... 24 DATA SECURITY ............................................................................................................................................ 26 HOW TO MONITOR THE QUALITY OF YOUR BUSINESS .......................................................................... 28 APPENDIX ....................................................................................................................................................... 29
SAMPLE ENROLLMENT GUIDE .......................................................................................................................... 29 HOME OFFICE CONTACTS ............................................................................................................................... 32 PRODUCER SUPPORT LINE AND TIPS ............................................................................................................... 33 ACRONYM LIST ............................................................................................................................................... 34
Return to Table of Contents
Introduction Welcome to Colonial Life!
This is your Guide to Personal Success (GPS). The purpose of this guide is to assist you in your first few months as a coordinator. This guide is a culmination of best practices from successful coordinators with the company. Check with your District General Agent (DGA) or Agency Development Manager (ADM) for additional information.
The purpose of this guide is to provide you with the tools and resources to become a successful coordinator. Your willingness to work hard and learn during the next six weeks will go a long way in determining the extent of that success.
The GPS will take you through your first six weeks of training. It includes a comprehensive list of goals and assignments that will help you get on the fast track to being successful with us. In addition, your DGA and ADM will be there to help you every step of the way.
Please review the information in this guide. It includes:
A training and development checklist
Best practices for organization
A coordinator checklist and tools
We look forward to having you as the newest member of our team!
1
Return to Table of Contents
Organizational Chart Within the Colonial Life sales organization, we have the sales hierarchy shown below.
SVP – Senior Vice President DGA – District General Agent
VPS – Vice President of Sales ADM – Agency Development Manager
TSM – Territory Sales Manager ASR – Agency Sales Reps
Bill Deehan SVP
National Sales
VPS Northeast
TSM
DGA
ADM
ASR
VPS Northwest
TSM
DGA
ADM
ASR
VPS Southeast
TSM
DGA
ADM
ASR
VPS Southwest
TSM
DGA
ADM
ASR
2
Return to Table of Contents
Roles and Responsibilities in the Sales Rep Development Process
ASR (Agency Sales Representative)
There are three distinct roles within the sales organization to break down the sales cycle into more manageable pieces: openers, coordinators, and benefits counselors (also called enrollers).
Openers excel at finding new prospects for business and getting a commitment to open a new account.
Coordinators are power organizers, great with technology, and adept at working with plan administrators to gather employee profile data and setting up Harmony®.
Benefits Counselors excel at the individual benefits counseling session and have a knack for placing new policies. They are great at discovering the needs of working Americans and helping them make informed decisions about protecting their families.
Understanding your role and learning how to execute the tasks within your role efficiently and effectively are important. It’s also important to understand all roles and all of the steps and tasks associated with the sales cycle. Understanding all of the roles will help you develop smooth, working relationships with your colleagues, and you’ll be more prepared to answer questions about the relationship the company will have with your accounts.
ASR
ADM
DGA
TSM RI
TR
TEA
3
Return to Table of Contents
ADM (Agency Development Manager)
The ADM is an independent contractor, accountable for growing district sales on a broad base in new and existing accounts and through new and existing sales reps. Growth should come from a variety of people, sources, and accounts.
The effective ADM will coach his or her sales team around the five fundamentals of success: recruiting, direct sales, new leader development, account management, and broker sales. The ADM must increase the number of productive sales reps on a consistent basis, which includes driving up the number of new reps contracted and producing weekly, as well as those achieving production goals.
Key activities include:
Developing a sales team
Marketing and delivering benefits communications and enrollment solutions to decision makers
Developing their market
DGA (District General Agent)
The DGA is an independent contractor, accountable for growing district sales on a broad base in new and existing accounts and through new and existing ADMs and sales reps. Growth should come from a variety of people, sources, and accounts. The effective DGA will coach his or her sales team around the five fundamentals of success: recruiting, direct sales, new leader development, account management, and broker sales. He or she must build the number and quality of ADMs in the district with an emphasis on promoting from within the Colonial Life sales organization and a focus on growing the number of leaders who are at, or are exceeding, plan. The DGA must increase the number of productive sales reps on a consistent basis, which includes driving up the number of new reps contracted and producing weekly, as well as those achieving production goals.
Key activities include:
Developing and executing a business plan
Developing a sales team
Marketing and delivering benefits communications and enrollment solutions to decision makers
Presenting and enrolling voluntary product solutions
Developing their market
TM (Territory Manager)
The TM is a home office employee who is accountable for growing territory sales on a broad base in new and existing accounts and through new and existing DGAs, ADMs, and sales reps. Growth should come from a variety of people, sources, and accounts.
The TM must also coach his or her sales team effectively around the five fundamentals of success: recruiting, direct sales, new leader development, account management, and broker sales. He or she must build the number and quality of DGAs and ADMs in the territory with an emphasis on promoting from within the Colonial Life sales organization and a focus on growing the number of leaders who are at, or are exceeding, plan. The TM must increase the number of productive sales reps on a consistent basis, which includes driving up the number of new reps contracted and producing weekly, as well as those achieving production goals.
4
Return to Table of Contents
TEA (Territory Executive Assistant)
The TEA is the primary support person for the TM management system and provides miscellaneous administrative support for the territory.
RI (Regional Instructor)
RIs are your local training partners. They conduct training centered on sales and product education and assist with prospecting efforts and joint field work for new leaders and reps.
Key activities include:
Conducting instructor-led training (Colonial Life College classes and workshops)
Completing joint field work assignments with new sales team leaders
Training new sales team leaders and reps
TR (Territory Recruiter)
The principal activity of a TR is the recruitment and selection of Colonial Life sales reps and sales leaders. A TR also supports local district managers with activities such as building a recruiting plan and strategy and the recruiting of brokers and agencies. The TR is expected to develop an effective working partnership with each district manager and is the primary source for quarterly and annual recruiting goal achievement.
5
Return to Table of Contents
Your Hierarchy Take a few minutes to complete the information below with your manager. Then, store this information in your phone and/or mobile device so you always have it handy.
Your Team
Territory Sales Manager (TSM)
Name:
Phone:
Email:
District Manager (DGA)
Name:
Phone:
Email:
Assistant District Manager (ADM)
Name:
Phone:
Email:
Territory Core Team
Regional Instructor (RI)
Name:
Phone:
Email:
Territory Recruiter (TR)
Name:
Phone:
Email:
Territory Executive Assistant (TEA)
Name:
Phone:
Email:
6
Return to Table of Contents
Sales Process With ideal working conditions, the following graphic shows the Colonial Life sales process.
7
Return to Table of Contents
Onboarding Services Welcome to Colonial Life! The Onboarding team is here to support you. We are happy to have you as a member of our outstanding sales team.
As a part of the contracting process, you secured your life, accident and health insurance license and passed the Market Conduct, Ethics, Privacy and Security Mastery Test.
Once contracted, you are provided full access to My Colonial Life Propr (Propr), our secure website for sales representatives and sales managers. You will access this site via ColonialLife.com by creating a username and password from your Welcome Letter. The Welcome Letter comes in the form of an email from Propr titled “Your Personal Access to Propr.”
The Onboarding team is available Monday through Friday, 8 am to 8 pm ET, to help you.
There is a special page located on the home screen of Propr just for our newest team members – New to Colonial Life. Check this out for additional information that will help you get started quickly.
Colonial Life will keep you up-to-date through posts to the website, as well as communications sent to your company email account. Each sales representative or sales manager is provided a ColonialLife.com email address to which important communications, including Underwriting memos, are sent. Your email account is ready for you to use by the second business day after your contract is completed. We encourage you to activate your email account as soon as possible.
Instructions to navigate your Colonial Life email account will be sent to your personal email upon contracting. The subject line of the email is “First Step as a New Agent.”
Business cards are complimentary. They may be ordered online on Propr and normally ship within three business days.
You can apply for Colonial Life products during your first 45 days with the company under the open enrollment guidelines. See New to Colonial Life > Onboarding Services > Open Enrollment for Colonial Life Benefits for details.
Additional benefits are available through the Association of Insurance Professionals (AIP). These include Errors and Omissions, major medical and dental. You will receive time-sensitive information directly from AIP. Additional information may also be obtained at aip-benefits.org.
Onboarding Services offers a variety of educational webinars to inform reps of tools available to help support their business needs. Take advantage of these webinars in a variety of ways by accessing them on Propr. Sales managers and instructors can also request webinars on an as-needed basis.
Webinar Topics
Underwriting/Track an App focuses on how to understand and resolve underwriting issues timely and efficiently.
Colonial Life College discusses what training is available to new and existing reps.
Benefits Communication and Education explains customized marketing tools available to support enrollments.
Data Security focuses on one of the hottest topics today: protection of private information.
8
Return to Table of Contents
Manager Scorecard can help you understand how to make the most of your income by understanding your compensation and utilizing Manager Scorecard.
My Account Administration teaches you about the plan administrator website to help support servicing your accounts.
Onboarding for Managers supports new sales managers with the onboarding of their new recruits for consistent messaging.
New Account Setup Process walks you through the steps for new account paperwork and the new account welcome call.
Propr Webinar will introduce new reps to navigation of the rep website and basic information for all new recruits.
LinkedIn discusses how you can use this social media tool to promote your business, network with other professionals, and recruit.
Basic Flexible Benefit Plans talks about making the most of flex plans to maximize benefit options and tax savings for both employers and employees.
Growth Programs provides information about the programs, tools and solutions available to help you grow your business.
The Harmony® System Setup webinar provides information needed to prepare account information for enrollments and talks about the partnering relationship between openers, benefits counselors and coordinators.
The Harmony® System Enrollment webinar provides basic instructions for enrolling accounts. This webinar is not about how to enroll using Harmony®; instead, it provides knowledge of Harmony as an enrollment tool.
Business Quality Index/BQI App explains the BQI tool and how it affects compensation.
SMRT Training is an overview of how to utilize the Sales Management Research Tool for recognition and looking at data in different time ranges.
Onboarding Services is here to assist you in your first year with the company. If you have any questions, please do not hesitate to contact one of the onboarding managers at 877-486-4930. You may also email them at [email protected].
9
Return to Table of Contents
Training and Development Checklist This action plan, customized for coordinators, is a list of suggested activities within your first few months. All training is available through Propr.
WWeeeekk 11 AAccttiivviittiieess CCoommpplleettee
Complete Colonial Life Market Conduct, Privacy and Security Training (if not completed during pre-contracting)
Schedule meeting(s) with manager to set goals/check progress Review the Colonial Life Acronyms Review the Sales Organization General Policies and Guidelines Manual Take the Introduction to Colonial Life CBT Take the How We Go To Market CBT Take the Benefits Landscape CBT Take the Understanding Individual Voluntary Benefits CBT Complete Harmony Basic Coordination Self-Paced Training and take the mastery test
WWeeeekk 22 AAccttiivviittiieess CCoommpplleettee
Complete Accident 1.0 and Group Accident product training: Review the training modules, PRP, and Harmony Guide for these products. Take the mastery test.
Complete Disability 1000 and Group Disability product training: Review the training modules, PRP, and Harmony Guide for these products. Take the mastery test.
Complete Medical Bridge 3000 and Group Medical Bridge product training: Review the training modules, PRP, and Harmony Guide for these products. Take the mastery test.
Review the Harmony Enrollment Options Flyer Review the Fast Forms Training Demos and Guides Take New Account Setup Process CBT Take the Track an App CBT Review the AIMS Tutorials
10
Return to Table of Contents
WWeeeekk 33 AAccttiivviittiieess CCoommpplleettee
Observe a Welcome Call Review materials available in Coordinator Toolbox on Propr Complete Cancer Assist, Group Cancer, Critical Illness 1.0, and Group Critical Care product training:
Review the training modules, PRP, and Harmony Guide for these products. Take the mastery test.
Take the Basic Flexible Benefits Plans CBTs Review the QuickQuote Training Guide
WWeeeekk 44 AAccttiivviittiieess CCoommpplleettee
Review the Dating Rule Guide Review Harmony on the Go Training: CBT and Quick Reference Guide Attend a Prospecting class* Take the Weekly Calendaring to Achieve Your Goals CBT* Complete Term Life, Group Term Life, Whole Life, and Universal Life product training:
Review the training modules, PRP, and Harmony Guide for these products. Take the mastery test.
Attend a Selling to the Employer class* WWeeeekk 55 AAccttiivviittiieess CCoommpplleettee
Observe an enrollment* Take the Health Care Reform CBTs
WWeeeekk 66 AAccttiivviittiieess CCoommpplleettee
Review the Inforce Growth & Development Steps to Success guide Review the Express Enroll training
MMoonntthh 66 aanndd BBeeyyoonndd ((cchheecckk wwiitthh yyoouurr iinnssttrruuccttoorr ffoorr ccllaassss aavvaaiillaabbiilliittyy)) CCoommpplleettee
Harmony Coordination Level 2 – Core Certification (six months of on-the-job training is recommended)
Attend Colonial Life College Opener* and Benefits Counselor* classes *This training is for informational purposes only to help you understand the opener and benefits counselor roles.
11
Return to Table of Contents
Training and Development Overview Your Training & Development Checklist includes a variety of product, self-paced, and instructor-led training.
Product Training We provide training and reference material for all actively sold products. Develop a good understanding of the individual products before learning the group products. All product training is available through Propr.
Product Training Tutorials
Product training consists of self-paced tutorials to help you become familiar with our products. Detailed information about the product is available on the product’s page under the Products tab on Propr. However, the training for the product is available on the product’s training page.
Product Reference Pages (PRP)
The PRP is the main reference document about the product and includes information about the product’s features, benefits, underwriting guidelines, customer service procedures, and sales positioning points. The PRP is a PDF document available on Propr. It has a clickable table of contents to make finding information quick and easy. You can also search for keywords in the PDF by using the Ctrl + F (Cmd + F) search feature available in Adobe Reader.
Online Mastery Tests
The product’s mastery test is also available from the product’s training page. You must complete the product training and demonstrate your knowledge about the product by passing the online mastery test before you can sell the product. Once you pass a product’s mastery test, you will be able to order the corresponding sales materials from Online Ordering.
To view your mastery test results, select the “My Courses” icon from the Training tab on Propr. All test results are updated nightly. You can view, sort, or export the data.
The products listed below are approved in most, but not all, states. We recommend that you discuss which products to sell with your sales manager before beginning your study and testing on the products.
Individual Products Group Products
Accident Group Accident
Cancer Group Cancer
Critical Illness Group Critical Care
Dental Group Disability
Disability Group Medical Bridge
Medical Bridge Group Term Life
Term Life
Whole Life
Universal Life
12
Return to Table of Contents
Self-Paced Training Self-paced training is made up of short, online lessons that include voice narration and interactive quizzes. “Self-paced” means you can take the training any time you wish and at your own pace. You don’t have to register for self-paced training. You simply log in to Propr, go to the Training tab, and use the navigation menu to locate the training category and course in which you are interested.
Harmony Coordination Level 1 is available on Propr as self paced training.
Training Guides Online guides are also available on Propr. These documents range from training manuals to Quick Reference Guides (QRGs). Use these documents as a reference or for step-by-step training.
Instructor-Led Courses
Harmony Coordination Level 2 – Core Certification Learn how to set up core benefits in Harmony by attending this course. Participants will learn advanced skills of setting up enrollable core benefits in Harmony.
Harmony Level 2 – Core Certification classes are generally scheduled at the territory office on an as needed, on request basis. A class may not be available in your territory when you register.
If there is no class scheduled for your territory, your name will be added to a waiting list. You will be notified when a class is available in your territory.
If no class is available in your territory, and if you are willing to travel to receive the training, let us know when you register. We will work you into one of the classes that has been scheduled.
Class Prerequisites
Harmony Coordination Level 1 – You must pass the mastery test for the Harmony Coordination Level 1 training before you can register for the Level 2 Core Certification Class.
Attend Benefits Counselor Training (highly recommended but not required).
Computer requirements:
‒ A Colonial Life laptop or Harmony on the Go device (and a personal computer).
‒ You must have a full version of Microsoft Excel loaded on your laptop or Harmony on the Go device.
Class Duration
This class is two full days for core certification.
Learning Objectives
Participants will learn how to set up a Core Enrollment in Harmony.
Participants will learn how to use Harmony Data Orchestrator to format employee profile and benefit data.
13
Return to Table of Contents
Registering for Instructor-Led Classes To register for a class, you may register online via Propr or call the Colonial Life College Registration Center.
Propr: Choose Training > Training Curriculum, and search for the class you want to attend. When registering, be sure to include your name, agent code, phone number, manager’s name, class name, and location.
Colonial Life College Registration Center: 1-800-43-VOICE (1-800-438-6423), option 2, 7, and 3.
The Registration Center will send you a course confirmation email. Your registration is not complete until you receive an email verifying that you have been accepted into the class. Registration closes seven days prior to the start date of each class.
14
Return to Table of Contents
The Coordinator Role Coordinators are enrollment managers. They are responsible for the success of the enrollment process for the accounts assigned to them. They work with openers to establish enrollment parameters and working conditions and with the plan administrator at the account to provide enrollment data and support. Coordinators utilize strong technical and analytical skills to assess customer needs and develop enrollment solutions. Additionally, they facilitate and enhance the customer experience through process improvement, benefits counselor training, and project work.
So, what do coordinators do?
Provide support to openers to determine rules for enrollments and to set working conditions
Analyze enrollment resource needs and coordinate logistical deployment of benefits counselors
Work with accounts to set group meetings and benefits counseling sessions
Analyze employee profile data provided by accounts and load the data into the enrollment system
Set up accounts’ enrollment parameters in the enrollment system
Set up product parameters for Colonial Life products
Gather and analyze appropriate data required to enroll Core (non-Colonial Life) products and set up products in the enrollment system
Create an enrollment guide for each enrollment
Develop and deliver benefits counselor training for each enrollment
Prepare post enrollment reporting and deliver reports to the account
Develop and maintain close partnerships with openers, home office partners and account’s plan administrators
Collaborate effectively with internal and external partners to drive growth
Proactively resolve challenges and drive solutions in order to improve enrollment results
Collect, analyze and report enrollment results and identify trends to drive growth and opportunities for improvement
Getting Organized Coordinating enrollments requires organization. Here are some tips to help you become a skillful enrollment organizer.
Getting Started
Create folders for each enrollment as a way to keep paperwork, quotes, spreadsheet data, calendars, and miscellaneous information easily accessible. They can be paper, electronic, or both.
Create a system that helps you stay on top of critical timelines. For example, create a hot, medium, and cold system or use red, yellow, and green file folders.
Make sure appropriate expectations have been set between you, the opener, the benefits counselors and the Plan Administrator.
15
Return to Table of Contents
‒ Communicate, Communicate, Communicate
You will need to talk to the opener, benefits counselors, plan administrators, HR directors, payroll departments, and brokers to get your information and data and to answer the questions you will have.
Make sure everyone is kept in the loop about changes – including you!
‒ You need enough time to get the project completed. Make sure everyone involved understands the timelines.
Enrollment Best Practices Here are organizational tips for your pre-enrollment, enrollment, and post-enrollment tasks:
Before the Enrollment
Work with the opener on Discovery Form information (debrief and gain understanding):
‒ Discuss enrollment method, online/offline, and enrollment type.
‒ Confirm AmeriFlex setup, PA website access, and Welcome Call.
Obtain all copies of paperwork completed by opener via Fast Forms.
Be a part of the Welcome Call, if possible.
Create a timeline for the enrollment to define what will be due when and who will be responsible.
Be introduced to the plan administrator, HR, payroll, and office manager. Establish a solid working relationship with each of these people. They are your lifeline to the group.
‒ Set and confirm working conditions, group meeting, and enrollment dates/times.
‒ Ask for employee profile and existing benefit information from the Plan Administrator (in Excel, preferably using our templates).
‒ Obtain the drop-dead date that our deductions MUST be in the hands of the person who inputs payroll into their system so that the first deduction can be made smoothly.
‒ Know how deduction information will be given to the Plan Administrator (ex: election forms only, deduction report(s) in spreadsheet format, or both).
Schedule benefits counselors.
Create an enrollment guide for every enrollment. Work with the opener to ensure you have all of the relevant information a benefits counselor will need for the enrollment.
Build the enrollment in Harmony
‒ Build Account Settings from Master Account Details through Product Setup. Give access to benefits counselors (verify licensing info) and enable offline (if applicable).
‒ Import Employee Profile and Existing Benefits into the Harmony account
‒ Create setup reports (save electronically or print). Verify setup with the opener or plan administrator.
Test Harmony, test again, and test again. You may want to preview the enrollment with the opener and the Plan Administrator to make sure that it meets their expectations.
16
Return to Table of Contents
Schedule a pre-enrollment training session (live or via webinar) with the benefits counselors so they understand all aspects of the enrollment. Review the enrollment guide.
Release the account in Harmony to the benefits counselors.
During the Enrollment
Assign a lead benefits counselor, if possible, to act as your liaison at the enrollment if you cannot be there.
Monitor the Offline Tracking Report throughout the enrollment.
Monitor the progress of the enrollment with the reports available in Harmony. Work with the opener or lead benefits counselor to adjust the enrollment strategy if the enrollment is not going as expected.
Have benefits counselors upload every day (if offline is used).
Assign a benefits counselor to do clean-up work (on a separate day, if possible) to get all employees seen and election forms signed.
Review underwriting memos with benefits counselors to ensure they are completed in a timely manner.
After the Enrollment
Review the Harmony reports and create any reporting spreadsheets you will need.
Batch print election forms, if necessary.
Send deduction reports (spreadsheets) and election forms (PDF format) on the date you promised the PA. Send electronically through Secure File Transfer or hand-deliver paper copies, if necessary (this would include benefit statements, if promised).
Schedule a private meeting with PA, HR, etc. to go over all deduction reports, election forms, and benefit statements BEFORE payroll needs the deductions.
If a post-enrollment binder is to be given to the PA, complete it and hand-deliver by the agreed-upon date.
Meet with benefits counselors and opener after the enrollment. Discuss what went well and where there is room for improvement.
Refresh the account on a logical date (AFTER election forms and benefit statements have been printed or saved in PDF).
Obtain next month’s new hire list from the PA and try to schedule a running timeframe that the benefits counselor can be at the group to enroll the new hires. Confirm how deductions, election forms, and benefit statements will be given back to the group (which MUST be before the next payroll input date).
Call the group every month thereafter for new hire names, locations, benefit eligible date, etc.
Confirm with opener who will meet with the group to keep the good business relationship going, and ask the group what’s working, what’s could be improved, claims issues, etc.
17
Return to Table of Contents
Coordinator Checklists
Account Summary Use this account summary sheet in your account file to organize and refer to account information quickly. This form is available as a fillable PDF in the Coordinator Toolbox on Propr.
18
Return to Table of Contents
Coordinator Checklist Use this Coordinator Checklist to keep track of tasks that may need to be done for each enrollment. This form is available as a fillable PDF in the Coordinator Toolbox on Propr.
19
Return to Table of Contents
20
Return to Table of Contents
Tools There are a number of tools you will need to be a coordinator.
Computers and Software In order to be successful as a coordinator, you will need some specific computer hardware and software – and you will have to know how to use both.
Laptop Computer – The Harmony enrollment system is a web-based application. All setup and reporting for enrollment is done in Harmony. While many parts of Harmony can be accessed using any computer you have available, you can only import data and access data return on a Colonial Life managed device. You will not be an effective coordinator without access to these parts of Harmony.
There are two options for supported computers: a Colonial laptop or a Harmony on the Go device.
‒ Find details about leasing a Colonial managed laptop on Propr here.
‒ Harmony on the Go allows you to run a fully secure version of Harmony, both online and offline, on your own laptop. While it was primarily designed to allow benefits counselors to enroll using Harmony Offline on their own computer, it can also be used by coordinators to meet the managed device requirements. Information on Harmony on the Go can also be found on Propr here.
A Colonial managed laptop and a Harmony on the Go device both include the following:
‒ Harmony Offline
‒ Harmony Data Orchestrator (Microsoft Office required)
‒ Enterprise level anti-virus protection
‒ Full hard drive encryption for security
‒ Quick repair replacements
‒ Help desk technical support
Microsoft Office (or Office 365) – To be able to import employee profile data into Harmony and to create back end data return files you will need to have Microsoft Excel loaded on your Colonial Life managed device. Excel and Office do not come with your Colonial Managed Device. You will need to purchase these separately and load them on to your Managed Laptop or Harmony on the Go Device.
We do recommend that you load more than just Excel to your computer. Microsoft Office 365 will include Microsoft Word, PowerPoint and other useful software titles.
If you need training on Excel or other software titles, we recommend you attend a class at your local technical or community college.
Printer(s) – You will need access to a printer to print election forms and other important documents.
21
Return to Table of Contents
Propr Propr is the website for our reps and houses links to several tools you will use on a daily basis. Visit Propr to find information on products, compensation, marketing, and many other topics.
Coordinator Toolbox
The Coordinator Toolbox is available on Propr and contains documents and materials frequently used by coordinators to help them manage enrollments.
Harmony®
Harmony is Colonial Life’s enrollment platform. You will build enrollments in Harmony. Harmony will be included in your list of available websites when you log in from coloniallife.com.
Harmony Audition (Demo and Training Site)
Harmony Audition can be used for training and demonstration purposes. It looks and feels like Harmony, but all enrollment data on the back end will be disposed of. Harmony Audition will also be included in your list of available websites when you log in from coloniallife.com.
Other Websites
‘My Account Administration’ for Plan Administrators
The plan administration website provides a suite of web-based services that allows plan administrators to conduct business electronically. It provides account-level access for account management services and billing information. It’s invaluable for plan administrators who need to update account information and pay their bills. Review the My Account Administration page to find resources and instructions for logging into a demo site.
Secure File Transfer and HRAnswersNow® are also located on this site. HRAnswersNow is website that provides daily HR news, tips, research tools, and more. We encourage the plan administrator to share this information with their employees and use it to stay up-to-date on the latest HR trends and practices.
AIMS
AIMS is Colonial Life’s enrollment planning and inforce block analysis tool. This web-based account management system allows users to quickly and easily analyze their book of business to find sales and service opportunities.
This tool is available to all members of the sales organization who have a relationship with a given account. A user can organize and plan account enrollments, access product opportunities, and build upon marketing opportunities. AIMS provides the most up‐to‐date account and policy information available.
AIMS is helpful because it allows you to:
Quickly see all enrollments due in the next 30, 60, 90 days and beyond.
View all accounts you, or a member of your hierarchy, are associated with as an opener, coordinator or broker.
Find inforce product and premium details, the industry group classification, and penetration for your accounts. This creates great cross ‐selling opportunities.
22
Return to Table of Contents
Find accounts with or without broker influence.
Find account details such as account name, number of employees and payers, last and next enrollment dates, issue date, and sales contact.
Review claims information and past-due premium reporting.
Find commission account details such as producer name, role, percentage assigned, producer code number, and date started.
Print a Discovery Record with all of the key information you need for rework.
Find accounts in a specific geographic area such as city, county, state, or zip code.
Identify all missed enrollments, inactive accounts, and lapsed accounts.
Submit account reassignment changes.
Access AIMS from the homepage of Propr: Propr > Tools and Apps > AIMS.
23
Return to Table of Contents
Harmony Enrollment Options Enrolling employees isn't one-size-fits-all, and Harmony has many options to help meet the needs of employers and employees. Harmony provides employers and employees flexibility, data security, and consistent communications for simple, flexible enrollment options.
1-to-1 Benefits Counseling Employees meet face-to-face with the benefits counselor, usually at the account.
This is always the preferred method of enrollment.
Enrollment can be done online or offline.
Benefits counselors must be licensed in the state where they take the application.
Co-Browsing Use a video conferencing service to conduct a 1-to-1 benefits counseling session using a phone and the internet.
This method can be used to save travel time and expenses when the employer has a few remote employees.
Benefits counselors must use the ‘share’ or ‘give control to’ functionality when collecting the employee’s signature.
Benefits counselors must be licensed in the employee’s resident state and use the employee’s resident state as the app signed state.
Call Center Employees who are not able to meet at the business site can call and enroll.
This option might be desired if you have an account with a large population of employees who cannot be reached by traditional 1-to-1 benefits counseling.
Benefits counselors must be certified to conduct call center enrollments. You can find the training on Propr.
Benefits counselors must be licensed in the employee’s resident state. Harmony pre-populates the employee’s resident state as the app signed state.
Self-Enroll Employees log in and enroll themselves using Harmony.
This option might be considered to allow make-up days for employees who missed their 1-to-1 benefits counseling session.
Self-enroll works best when we are also enrolling the account's core benefits in Harmony.
This is not the preferred enrollment method because of potentially low participation and high risk.
24
Return to Table of Contents
Self-enroll requires home office approval. Contact your underwriting manager for consideration and restrictions.
Pre-enrollment communication to each employee is required.
Colonial Life Connections
Employees use the account's current enrollment platform to enroll the core benefits and then “bridge” to the Harmony system to enroll in Colonial Life products.
Harmony makes this transition seamless to the employee, so decision makers, plan administrators, and business owners can be assured of a streamlined enrollment process.
More information can be found on Propr under Sales & Service > Enrolling > Colonial Life Connections.
Express Enroll Employees complete pre-filled forms from the Harmony system in group meetings.
This option can be considered when you are working with a broker or employer who will not allow 1-to-1 benefits counseling sessions.
Express Enroll can only be used for the very first enrollment for an account and can help the broker or employer see the value Colonial Life can provide.
More information can be found on Propr under Sales & Service > Enrolling > Harmony > About Harmony > Express Enroll.
Census Enroll Many Colonial Life group products can be census-enrolled. Census enrollment allows you to send a file to the home office to enroll employees in a benefit. With census enroll, the employer is paying for some or all of the employee’s coverage.
Requires home office approval. Contact your underwriting manager for consideration and restrictions.
Auto Enroll Auto Enroll allows eligible employees to be pre-enrolled in Colonial Life group products before the 1-to-1 enrollment takes place. With the addition of Negative Enrollment, the employee can opt out of coverage that was pre-enrolled during the 1-to-1 enrollment session.
This option is only available for new accounts with a minimum of 100 eligible lives and less than 100% employer contributions.
Requires home office approval. Contact your underwriting manager for consideration and restrictions.
25
Return to Table of Contents
Data Security Data security is more crucial now than ever before, and Colonial Life is committed to keeping customer and account data safe. In today’s business world, there is no privacy without security. Customer relationships are based upon integrity, service and trust. Maintaining those relationships is the key to our continued success. There are several federal and state privacy laws that require Colonial Life to ensure the privacy and protection of personally identifiable customer information. All representatives of Colonial Life must take appropriate measures to protect nonpublic personal, financial, and health information we possess about customers. You can do this by strictly adhering to these guidelines:
Customer information should not be kept outside of Colonial Life’s Harmony software program. Personally identifiable customer data should only be stored on a Colonial Life managed (encrypted) laptop or Harmony on the Go device. Absolutely NO personally identifiable customer data of any kind can be stored on a Cloud Storage Service or on any removable media such as CDs, diskettes, flash memory cards, or USB drives, other than a Harmony on the Go device.
Use sensitive customer information only for the business purpose for which it was given. Keep this data secure when it is in your possession or when you transmit it. Securely dispose of the information by shredding paper files or deleting emails when you no longer need it.
Always keep your laptop or Harmony on the Go device secure. Lock your computer and log off when not in use. Store your laptop or Harmony on the Go device in a locked cabinet or a drawer. For a laptop, use a security cable or locking device when available. When traveling by car, lock items in the trunk where they are out of view. When traveling by air, be alert in the terminal where the risk of theft is greater and never leave your laptop or Harmony on the Go device unattended.
Immediately report a missing laptop or Harmony on the Go device. Call the Information Privacy/Information Security Incident Hotline at (877) 482-2948 (8Privacy4U). This hotline is available 24 hours a day, 365 days a year. Also contact local police in the municipality in which the machine was lost to file a police report. Colonial Life’s Incident Response Team will require a copy of the police report and police incident number.
Comply with federal and state laws, including, but not limited to, the HIPAA Privacy Rule and the Gramm-Leach-Bliley Financial Services Modernization Act.
Do not share your password (s) with other individuals.
Do not send or accept unencrypted email containing personal, confidential information about insureds from plan administrators, producers or the home office.
Use Colonial Life’s Secure File Transfer tool or the Colonial Life secure email system to share sensitive files with other producers, plan administrators, and home office employees. The Secure File Transfer tool is the best way to share sensitive files with your business colleagues.
Do not use Social Security numbers in emails to the home office, other sales reps, plan administrators, doctors or other third parties. Always exercise care when transmitting any nonpublic personal information.
When possible, use a policy number instead of a Social Security number in reports and other correspondence with the home office and Colonial Life producers.
For more information on data security, please visit the Data Security page on Propr (Propr > My Office > Data Security.
26
Return to Table of Contents
Data Security Tools
Colonial Life has developed tools to handle sensitive information safely.
Secure File Transfer – This is a tool located on Propr that allows producers, brokers, PAs, and Colonial Life employees to send, receive, and recall sensitive information safely over a secure server.
Outlook Web Access (OWA) – This is your Colonial Life email account provided to the sales organization by the home office. Use this email account to communicate with the home office. You can use the encrypt button within your Colonial Life email account to send a secure email.
27
Return to Table of Contents
How to Monitor the Quality of Your Business There are several tools available to help you monitor and improve your persistency:
Track an App – This tool allows you to track your business from submission through compensation and underwriting and, ultimately, to approval or declination. When a new underwriting memo hits Track an App, an email is sent to the writing sales rep. The rep will need to respond within 25 days of the memo. If the rep doesn't respond to the memo, the policy is declined and their business quality index (BQI) is negatively affected.
Producer BQI – Sales reps can use the BQI tool to monitor their personal BQI, never-effect rates and fourth-month persistency.
AIMS – The First Bill Generated Report provides the information you need to help a new account pay the first bill. Use the Past Due Report in AIMS to view accounts that are past due and help them catch up. Making use of both tools can help improve your persistency.
Protect your business by monitoring persistency. There are several metrics that determine persistency:
Never-Effect
‒ A never-effect occurs when business is applied for, but the account never pays the first monthly premium. Never-effects fall into several categories:
Incomplete applications – annualized premium that never took effect because applications were incomplete
Non-payments – annualized premium that never took effect because the first month's premium payment was never received
‒ The never-effect rate is calculated as a percentage using this basic formula: Never-Effected Premium / Submitted Premium*.
*Includes annualized premium submitted for a period of 12 months, but has a three-month lag.
Fourth-Month Persistency
‒ The percentage of business that pays the first four months’ premium.
BQI
‒ Key measure of the overall persistency of your business.
‒ BQI is used for advance rates, bonuses, and contests and is calculated by using the never-effect rate (%) and fourth-month persistency from the annualized premium.
‒ BQI is calculated by the following formula: [1 – never-effect rate] x fourth-month persistency.
28
Return to Table of Contents
Appendix Sample Enrollment Guide A blank enrollment guide can be found in the Coordinator Toolbox on Propr.
ABC International Inc. 2014 Open Enrollment
General Information Nature of Business Building Products / Manufacturing Number of Benefit Eligible EE’s Approx. 185 Locations: 3 States of Operation: AZ/NV/SC Location of Home Office Columbia, SC Company Address (Corporate Office) 1234 Main St., Columbia, SC 29210 Contact: Regina Phalange Tele: 803-210-1414 Locations • Columbia: 1234 Main St. (143 ees); Contact – Regina
Phalange • Phoenix: 1440 E. Desert Ridge Ind. Blvd. (13 ees); Contact
– Carol Geller • Las Vegas: 1695 Four Aces Hwy (30 ees); Contact – Emily
Rosemond Enrollment Type Core Enrollment + Colonial Life Products Enrollment Platform Harmony® - Individual Benefits Counseling Sessions + Call
Center clean up Commission Account Number C1614932 New Hire Enrollment Expectations 1st day following 90 days of employment. Benefits start on 91st
day of employment. Communications Protocol Group meetings and individual meetings. Group Meetings Columbia (8, 9:15 & 10 AM - June 8th); Phoenix (8:00 AM - June
9th); Las Vegas (10:30 AM - June 9th) Individual Meetings Columbia (June 10th and 11th); Phoenix (June 14th ); Las Vegas
(June 14th); all individual meetings pre-scheduled (15-20 minutes per ee); 8 am to 5 pm
Other Full-time working 38 + hrs per week. Part Time employees are not eligible for benefits.
NOTE: Your Coordinator should be the first point of contact for questions regarding this enrollment. Opener Laura Cox Coordinator Tracy Timmerman 803-678-5427 Broker Elite Benefits - (803) 123-1700 Sales Compensation 1-800-438-6423 Option 2 then 3 Underwriting Help Desk 1-800-438-6423 Option 2 then 4 Enrollment Technology 1-800-438-6423 Option 2 then 5
29
Return to Table of Contents
Key Dates Enrollment Date(s) See Group & Individual Meeting information above. Enrollment Period June 10-14 (if needed - clean up set for June 16th) Sales Summary Transmission Deadline
YOU MUST TRANSMIT BUSINESS EACH DAY
Paperwork Deadline Give all forms to Contact Person upon completion of enrollment. Dress Business casual
Communication Posters Yes Tent Cards for break room Yes Brochures Bring to enrollment. Brochures will be available at all group
meetings. Harmony Information
Username and Password Schema Standard Special Instructions Each location has Ethernet connections.
Billing Information BCN Number E3002391 Deduction Frequency 26 Pay & 12 Pay Coverage Effective Date 7/1/2014 Premium Effective Date and First Date of Deduction.
7/1/2014; 7/9/2014 (for bi-weekly deduction frequency)
Colonial Life Product Information Cancer 1000 Level II Only • Pre-Tax
• Level II only • New offering
Critical Illness without Cancer Rider • Pre tax • $5,000 to $50,000
Accident Care (on & off job) • Pre tax Post Enrollment Requirement
Election Form Printing One original for Employee Only. Tracy will batch print upon completion of enrollment and provide to Regina Phalange (soft and hard copies).
Applications Complete applications for each employee; as well as any change forms for existing core benefits.
Sales Summary Submit Electronically Request For Service Forms (if applicable)
Give originals to Coordinator
SPECIAL INSTRUCTIONS & CORE BENEFITS: Instructions: Enrollment Screen includes Personal Information Screen Changes (Check applicable Option).
Current benefits are included on Existing Benefit Tab except the Medical Coverage.
All Core Benefit Highlights and Applications are in Document Center.
Complete all necessary forms for any benefit changes to existing plans (Medical, Dental, and Vision).
30
Return to Table of Contents
CORE BENEFITS Medical (Anthem) Changing carriers from Kaiser to Anthem. Two medical plans.
HMO and POS. Two tier structure. Doctor’s Dental Same plan. Rates changed. Medical and dental combined weekly
rates. Two tier structure. Barnett Eye Care Vision Same plan. No rate changes. HRA (Health Reimbursement Account)
New offering this year. $1000 INPATIENT Reimbursement only – Employee responsible for the first $500 of deductible
WG Voluntary Life & AD&D Some minor plan changes. New enhanced contract rates actually lower than current
Doctor’s Basic Life & AD&D Same plan. No changes. Doctor’s STD & LTD Bundled product. Must have both. Can’t have one without the
other. No rate changes on STD, rate change on LTD 28.9% increase
Forms • All employees must complete an enrollment form or waiver for medical. • Utilize change forms for changes in coverage on dental and vision. Changes include plan changes
and adding/deleting dependents, etc. • Print confirmation page for each person you enroll. Benefit Counselor Location Assignments: Columbia (June 10 & 11th) – Ross (until 2:30 PM); Chandler (2:30 PM – 5:00 PM) Phoenix (June 14th) – Joey and Monica (8:00 AM – 5:00 PM) Las Vegas (June 14th) – Rachel and Phoebe (12:30 PM – 4:00 PM) Misc. Information, Instructions, etc. Review all products. No exceptions. Must elect or waive for each product (core & voluntary benefits). Must meet with all employees (enroll/waiver required fields for all products). LTD & STD are bundled. Medical & Dental are sold together (one plan). Print and give each employee a confirmation sheet. Be sure to scrub all applications, forms, etc. Please use #1234567 for 100% Enrollment Coordinator (Tracy Timmerman) credit when submitting sales summaries (submit nightly).
31
Return to Table of Contents
Home Office Contacts
32
Return to Table of Contents
Producer Support Line and Tips
33
Return to Table of Contents
Acronym List
ADM Agency Development Manager
Independent contractor who manages a sales unit and reports to a DGA.
AIMS Account Information Management System
Colonial Life’s account management rework tool.
AIP Association of Insurance Professionals
Provides our reps with direct access to a complete line of quality benefit solutions and services including errors and omissions insurance.
AMOS Automated Medical Ordering System
A process that decreases the time it takes to order medical tests electronically upon receipt of the application.
ASR Agency Sales Representative Independent contractor who opens commercial accounts either directly or through brokers, coordinates enrollments, and/or enrolls accounts.
B&P Business & Professional occupational classification
An employee classification code as determined by SIC (Standard Industrial Coding).
BCN Billing Control Number The billing account number assigned to an account by Colonial Life.
BQI Business Quality Index A key measure of business persistency. BQI = [1 – never-effect rate] x fourth-month persistency
CAN Commission Account Number Assigns the appropriate commission schedule to an account.
CED Coverage Effective Date Date that Colonial Life coverage becomes effective.
CLC Colonial Life College Colonial Life’s education, development, and training program.
COBRA Consolidated Omnibus Budget Reconciliation Act
Gives workers who lose their health benefits the right to choose to continue group health benefits provided by their group health plan for limited periods of time.
CSUS Commission Set Up Sheet Form for setting up the commission account number.
DDM District Development Manager – No new contracts issued –
Independent contractor who assists a District General Agent in recruiting and training new sales representatives and opening business.
DEFRA Deficit Reduction Act of 1984 Federal legislation enacted to reduce Medicaid costs.
DGA District General Agent Independent contractor in the agency channel who is sales manager over a district within a territory.
DM Decision Maker An individual, committee, or group of people responsible for selecting employee benefits for a company such as an owner, HR manager, or comptroller.
EE Employee An individual working for an employer.
ER Employer A company employing individuals.
34
Return to Table of Contents
FBP Flexible Benefits Plan (Also referred to as Flex)
Employer-sponsored plan established under Section 125 of the Internal Revenue Code that allows employees to choose from a menu of benefits to match their individual needs. Note: employers have a flexible benefits plan; Colonial Life has a flexible benefits program.
GI Guaranteed Issue underwriting
A standard available for certain products that does not require underwriting screening for insured employees if certain levels of employee participation are met.
GIF Group Information File database
A database that stores group account information.
GPS Guide to Personal Success Sales training guide for new sales reps that provides helpful information and outlines and calendars activities for their first few weeks with Colonial Life.
GX Guaranteed Issue with Pre-existing Conditions Waived (employee only)
Underwriting level available for certain products that does not require underwriting. Waives pre-existing conditions for insured employees.
GX2 Guaranteed Issue with Pre-existing Conditions Waived (everyone covered under policy)
Underwriting level available for certain products that does not require underwriting. Waives pre-existing conditions for insured employees and dependents.
HIPAA Health Insurance Portability and Accountability Act
Enacted in 1996, this act outlines privacy and portability regulations for health insurance coverage.
I&A Incentives & Awards Program Performance program issued by the home office that provides bonuses and rewards to members of the sales organization.
IPG Individual Pay Group An employer who allows the sale of Colonial Life products but does not provide payroll deduction for the products. Employees who elect coverage pay on their own.
KOP Key Office Person The office manager in a district office. May also perform the coordinator role.
LTC Long-Term Care Insurance product that pays a benefit outside the scope of health care plans if the insured is unable to perform functions tied to Activities of Daily Living such as eating and bathing.
LTD Long-Term Disability Insurance product that pays a percentage of an employee’s salary for a specified amount of time if he or she becomes sick or injured.
MEC Modified Endowment Contract
A type of insurance contract subject to special tax treatment. Any life insurance policy issued beyond 1988 is subject to MEC classification rules.
MGA Managing General Agent – No new contracts issued –
Independent contractor who is the sales manager over a territory within a sales region.
35
Return to Table of Contents
NAIC National Association of Insurance Commissioners
Regulatory support organization created and governed by the chief insurance regulators from the 50 states, the District of Columbia, and five U.S. territories.
NASC New Account Service Center Department within Colonial Life’s home office providing support to new accounts.
PA Plan Administrator Individual responsible for administering the day-to-day affairs of a company’s employee benefits plan.
PED Premium Effective Date Date when premium payments begin to be deducted from payroll.
PEGI Post-Enrollment Guaranteed Issue
Underwriting level available for certain products that allows for Guaranteed Issue if certain levels of participation are met. If participation levels are not met, individual underwriting options may be applied.
PESI Post-Enrollment Simplified Issue
Underwriting level available for certain products that allows for simplified issue if certain levels of participation are met.
POP Premium Only Plan Provides for tax-exempt treatment of premium contributions to certain benefit plans, resulting in tax savings for the employer and participating employees.
POPS Percentage of People Seen The number of employees visited divided by the total number of employees eligible (this number gauges working conditions).
PRP Product Reference Pages Document outlining the details and features of each product. Available as a PDF on Propr.
PSAM Public Sector Assistant Manager
Independent contractor who assists a Public Sector Manager in developing and expanding public sector business within the geographical territory of the Public Sector Manager’s district.
PSM Public Sector Manager Independent contractor in the public sector market who is a sales manager over a public sector district within a territory.
PSR Public Sector Sales Rep Independent contractor in the public sector market who opens accounts either directly or through brokers, coordinates enrollments, and/or enrolls accounts.
RADAR Reworked Accounts Detail and Activity Report
Tool that shows sales activity within existing accounts.
RDM Regional Development Manager
Company employee responsible for growing direct sales and managing a team of field based home office employees (RIs).
REA Regional Executive Assistant Company employee responsible for support to a Vice President of Sales (VPS).
REM Regional Enrollment Manager Company employee who manages national and large account enrollments.
RGMM Regional Growth Marketing Manager
Company employee who manages broker and public sector marketing on a regional level.
36
Return to Table of Contents
RI Regional Instructor Company employee responsible for conducting Colonial Life College training and joint field work in each territory.
RPSD Regional Public Sector Director
Company employee responsible for growing public sector sales by region.
SHRM Society for Human Resource Management
The world’s largest association devoted to human resource management.
SI Simplified Issue Basic underwriting level.
SI1 Simplified Issue Level 1 More stringent level of underwriting.
SIC Standard Industrial Classification coding system
Industry underwriting standard for classifying employee types.
SMRT Sales Management Resource Tool
Tool for reviewing and analyzing sales on new and existing accounts. Available on My Colonial Life Propr.
STD Short-Term Disability Insurance product that pays a percentage of an employee’s salary for a specified amount of time if he or she becomes sick or injured.
TAMRA Technical and Miscellaneous Revenue Act of 1988
Tax law limiting a policy’s premiums for the first seven years to the amount that would be required annually for seven years to provide paid-up future benefits.
TEA Territory Executive Assistant Company employee who is responsible for support of a territory manager.
TEC Territory Enrollment Coordinator
Independent contractor who assists the territory by supporting new DGAs with the coordination of enrollments.
TM Territory Manager General term referring to a Managing General Agent (MGA) or Territory Sales Manager (TSM).
TPA Third-Party Administrator Outside organization not affiliated with Colonial Life that administers aspects of an account’s employee benefits plan.
TR Territory Recruiter Company employee who recruits new sales reps within a territory.
TSM Territory Sales Manager Company employee who is sales manager over a territory within a region.
VPS Vice President of Sales Company employee who is sales manager over a region.
37
