Overview
The financial services industry is constantly changing, but one thing remains constant—customers expect more from your company. They want accurate answers that they can trust from you.
With LOMA’s Associate, Customer Service™ (ACS®) Program you can be prepared to meet these new demands. The ACS Program has been designed specifically to help you:
- Increase your knowledge of financial services
- Understand customer expectations, patterns, and behavior
- Become a customer experience advocate and protect customers
Jointly sponsored by LOMA and The Institutes, the U. S. Property & Casualty track of the ACS Program will provide you with a solid understanding of customer service and how it affects property/liability, personal and commercial insurance, regulation, claims and more. For information on enrolling for The Institutes’ courses, see the contact information below:
The Institutes
Customer Service Department
720 Providence Road, Suite 100
Malvern, PA 19355-3433
Tel: 800-644-2101/Fax: 610-640-9576
Email: customerservice@theinstitutes.org
Website: www.theinstitutes.org
Courses
Learners must complete three required courses and two electives to earn the ACS designation.
ACS 100 provides a comprehensive introduction to customer service in a financial services environment. The course explores the knowledge and skills employees need to understand and deliver exceptional customer service.
ACS 101 is an online course that uses a variety of media to provide a comprehensive overview of the role of customer service in insurance and financial services organizations and the skills that all employees—not just customer-facing staff—need to deliver exceptional customer service.
AINS 21—Property and Liability Insurance Principles
AINS 21 introduces property and liability insurance, answering such basic questions as to what is it, who provides it, how is it regulated, and what losses does it cover.
AINS 22—Personal Insurance
AINS 22 gives a general overview of various types of insurance for individuals and families.
AINS 23—Commercial Insurance
AINS 23 provides a general overview of various types of insurance for businesses.
IR 201—Insurance Regulation
IR 201 provides an introduction to insurance regulation and compliance.
AIT 131—Essentials of Information Technology
AIT 131 provides a general introduction to the essentials of information technology.
AIC 30—Claim Handling Principles and Practices
AIC 30 serves as an introduction to the claim representative’s role and duties, including human relations, communication, investigation, negotiation, claims management, ethical behavior, and professionalism.
AIS 25—Delivering Insurance Services
AIS 25 delivers a working knowledge of the terms, tools, and ideas of quality management that are used in effective interaction with customers and coworkers.
ARe 144—Reinsurance Principles and Practices: Introduction to Reinsurance
ARe 144 covers reinsurance principles and practices, including major types of programs, the placement process, treaty language, audits, regulation, and reserves.