This guy isn't an angry one, just a dumb one.
In my office we handle a lot of changes to our clients benefit plans and a new change that we love is that we can request electronic copies of employee booklets and contract instead of paper copies that have to be carefully put together in a package and sent out. Since our clients first point contact should be the broker that helped them sign up with us, they know about this change.
So we got a request to change a plan and we want electronic copies. Done. Send out electronic contract and booklets to advisor to be sent to the client. Done.
Next Day:
A - Advisor
Me - Me! lol
Me: Jenn speaking
A: Yea hi. You sent me an email yesterday for this client and I wanted to know... do I have to print off this 100 page contract?
Me: No you may forward that to the client for their records
A: But do they have to print it off?
Me: If they wish to, yes or you could do that for them.
A: Yea it's a 100 page contract. That's big. So the acknowledgment of changes page, you're sending that and the client can just sign it?
Me: Well as it says in my email, the contract and booklet are attached and sent under seperate cover are the benefit statements. The page you're talking about is included in the contract as stated in my email.
A: So the contract isn't being mailed?
Me: No. Would you like me to have the contract printed?
A: Well it's just such a small office and if they printed that it would take an hour on their printer so.....
Me: Would you like me to have the contract printed?
A: Umm yea
Me: Ok I'll put in the request.
Another one from today regarding a missed payment
AH - Advisor Helper
Me: Jenn speaking
AH - Oh hello. You had sent me an email in regards to this client's missed payment
Me - Ok
AH - Well I've spoken with them and they're a little concerned as they sent this out last week so you should have it by now
Me - No I don't see it being received as of yet
AH - Oh well this is for February's bill right
Me - No I only see them missing March's payment. They're all paid up until February
AH - Well that's weird she told me she paid February's and then sent in a cheque for March and April's bills.
Me - Well we did receive a payment which was processed on Feb. 20
AH - *cuts me off* And that paid for February or January? Because she said that would have paid January's
Me - That paid February's bill. Only March's bill is outstanding
AH - Do you have anything that you could show me because I don't have access to anything?
Me - *no of course you have access. 1. You're not the advisor 2. Not even the advisor has access to bills* I could send you the billings.
AH - Oh that would be lovely.
Me - *send the bills* then I get this email:
AH - The client is concerned the cheque has not been received and even more concerned that benefits haven’t been paid (one of which is hers). Would it be OK if I send you a daily email to check on it until it has been received?
Me - *well of course benefits aren't going to be paid. they're in arrears. if they had paid their bill on time, they wouldn't be in this mess. and really you want to send me an email every day until the post office finally decides to deliver the cheque? I let her know the client can put a stop payment on the cheque and reissue another one as so many people do. We'll see how this works out. Wish me luck!
In my office we handle a lot of changes to our clients benefit plans and a new change that we love is that we can request electronic copies of employee booklets and contract instead of paper copies that have to be carefully put together in a package and sent out. Since our clients first point contact should be the broker that helped them sign up with us, they know about this change.
So we got a request to change a plan and we want electronic copies. Done. Send out electronic contract and booklets to advisor to be sent to the client. Done.
Next Day:
A - Advisor
Me - Me! lol
Me: Jenn speaking
A: Yea hi. You sent me an email yesterday for this client and I wanted to know... do I have to print off this 100 page contract?
Me: No you may forward that to the client for their records
A: But do they have to print it off?
Me: If they wish to, yes or you could do that for them.
A: Yea it's a 100 page contract. That's big. So the acknowledgment of changes page, you're sending that and the client can just sign it?
Me: Well as it says in my email, the contract and booklet are attached and sent under seperate cover are the benefit statements. The page you're talking about is included in the contract as stated in my email.
A: So the contract isn't being mailed?
Me: No. Would you like me to have the contract printed?
A: Well it's just such a small office and if they printed that it would take an hour on their printer so.....
Me: Would you like me to have the contract printed?
A: Umm yea
Me: Ok I'll put in the request.
Another one from today regarding a missed payment
AH - Advisor Helper
Me: Jenn speaking
AH - Oh hello. You had sent me an email in regards to this client's missed payment
Me - Ok
AH - Well I've spoken with them and they're a little concerned as they sent this out last week so you should have it by now
Me - No I don't see it being received as of yet
AH - Oh well this is for February's bill right
Me - No I only see them missing March's payment. They're all paid up until February
AH - Well that's weird she told me she paid February's and then sent in a cheque for March and April's bills.
Me - Well we did receive a payment which was processed on Feb. 20
AH - *cuts me off* And that paid for February or January? Because she said that would have paid January's
Me - That paid February's bill. Only March's bill is outstanding
AH - Do you have anything that you could show me because I don't have access to anything?
Me - *no of course you have access. 1. You're not the advisor 2. Not even the advisor has access to bills* I could send you the billings.
AH - Oh that would be lovely.
Me - *send the bills* then I get this email:
AH - The client is concerned the cheque has not been received and even more concerned that benefits haven’t been paid (one of which is hers). Would it be OK if I send you a daily email to check on it until it has been received?
Me - *well of course benefits aren't going to be paid. they're in arrears. if they had paid their bill on time, they wouldn't be in this mess. and really you want to send me an email every day until the post office finally decides to deliver the cheque? I let her know the client can put a stop payment on the cheque and reissue another one as so many people do. We'll see how this works out. Wish me luck!
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