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UW Support Rater Job Standards for 2010

Overview:

As the key interface between the Vantage Agora and Deep South, UW Support Raters ensure that all the critical work required by the Underwriting department are processed within the set timeframes with quality work been delivered.

 Based upon the goals outlined in this document, it is expected that each rater performs their role to the best of their ability and follow departmental guidelines and procedures as directed by their Team Manager and/or Assistant Manager. Compliance in all areas of expectation is critical and if areas of development exist, plans will be outlined and managed by the raters Team Manager and/or Assistant Manager and improvement must be shown over reasonable and expected timeframes.

Below, an outline of goals for UW Support Rater, with key descriptions and measurements for each expectation, along with weightage expectations as it affects performance reviews on the semi and annual period is provided.

 Goals:

  1.  Quality Scores 30%
  2. No of Applications Completed 30%
  3. Product Knowledge Test 15%
  4. Schedule Adherence and Absenteeism 15%
  5. Traits 10%

Detail:

  1.  Quality Scores (30%)

Productivity (No of Applications Completed) (30%)

To ensure the long-term profitability and stability of Vantage Agora as well as the sustainability of Deep South process, it is critical that each rater exemplify an exponentially decreasing trend in error rates and portrays immense attention to detail.

Performance scores will be based on the Underwriting Team’s (Deep South) requirements. Any errors or complaints received from the branch or the agent will be assigned a percentage based on the severity and will be tracked. At half yearly and year-end reviews, average semi-annual and annual scores will determine the issuers rating in this category.

 Each rater receives continuous feedback from the designated supervisors associated with the process that addresses underwriters’ and Deep South’s legal requirements. By assuring that feedback is reviewed and delivered in a timely and effective manner, the Operations team, in conjunction with the training team, will shape the public image of the company. The supervisors will complete the evaluation form for 1 file for every 8 files that is completed. These scores will further reflect on the individual’s annual and/or semi-annual reviews.

Individual Error Average

Performance Review Score (Out of 5)

98% – 100%

5

<97%

4

<95%

3

<92%

2

<90%

1

  1. Productivity (No of Applications Completed) (30%)

Raters are expected to process applications against monthly and weekly targets set prior to each month, designed to achieve organizational results and revenue generation target. Raters are also expected to produce the maximum number of applications while balancing the quality of the business and the long-term profitability of the organization. It is of critical importance that the correct procedures and documentation practices are adhered to as will be assessed in underwriting evaluations.

 The job and competencies of raters are easily quantified when benchmarked against realistically set targets, which can be easily extrapolated from production plans as outlined by our management team in conjunction with Deep South. The monthly targets will be determined based on the individual rater’s average file size. The category will decided based on the below matrix.

Average file size (# of vehicles)

Target

1 to 5

310*

6 to 10

250*

11 to 25

200*

26 to 45

150*

over 45

100*

* These targets may change as per the influx of files

* Package team’s target will be equal to the target set for group rating average files of sizes 1 – 5 vehicles

% VS Target

Performance Review Score (Out of 5)

116% – 120%+

5

111% – 115.9%

4

100%-110.9%

3

90%-99.9%

2

<89.9%

1

 At 6 month and year-end reviews, semi-annual and annual scored will determine the raters rating in this category.

  1. Product Knowledge Test (15%)

 Being the only team that is rating most of the business for Deep South, the team is expected to deliver an exceptional customer experience by ensuring that all Raters are updated with the latest information on Underwriting and are also constantly refreshing their knowledge on insurance.

 The training team will ensure that the test are conducted monthly per rater and team on the last week of the month and publish an average score of the center and team members.

 At 6 month and year-end reviews, semi-annual and annual scores will determine the rater’s rating in this category.

Individual Scores

Performance Review Score (Out of 5)

98% – 100%

5

<97%

4

<93%

3

<90%

2

<87%

1

  1. Schedule Adherence / Absenteeism (15%)

In an organization, it is critical that raters arrive on time and ready to perform their tasks at the beginning of their shift unless directed to do otherwise by their supervisor. It is also critical that scheduled breaks are taken as close to the correct time as is possible and are within allotted timeframes. Without strict compliance in these areas from all raters, the organization runs the risk of failing to meet overall Service Level Agreement (SLA) objectives.

 It is a rater’s responsibility to contact their supervisor if they are going to be late or unable to attend work for any scheduled shift. Habitual lateness will result in an impact to the overall semi-annual and annual review for the raters. All these activities will be monitored via their access card swipes.

At 6 month and year-end reviews, semi-annual and annual scores will determine the Rater’s rating in this category.

# of Leaves/ Lates

Performance Review Score (Out of 5)

0 days and 0 Lates

5

½ a day – 1 Lates

4

1 day – 2 Lates

3

2 days – 3 Lates

2

>2 days – >3 Lates

1

 Traits and Values (10%)

 Team Work

  • Maintains a positive interaction with peers and supervisors

  • Is able to work in a team and contribute actively towards a common set of objectives

  • Participates in all team outings, theme days and other official get together

 Integrity

  • Adheres to organizational work ethics

  • Confirms to floor behavioral requirements

  • Follows rules and regulations while working on Applications

 Initiatives

  • Having a creative mind and developing new ideas that benefits the organization and the process

  • Does not give any excuses for failure or non completion of work responsibilities

  • Is dependable and shows considerable maturity in interaction with peers.

 Commitment

  • To go beyond the call of duty when there is a program or team requirement

  • To contribute significantly in team meetings/focus groups on measures to improve performance / processes

  • Strive to excel and display a desire for continuous improvement.

Traits and Values

Performance Review Score (Out of 5)

Excellent

5

Good

4

On Target

3

Average

2

Below Average

1

Harsha

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