State Farm Payment Plan

Question 1

SFPP Homepage is divided onto what 3 sections?

Answer 1

1 Bulletin board
2 SFPP start up
3 Viva engage for SFPP

Question 2

Bulletin Board

Answer 2

Displays:
Announcements, reminders and tech tips
Link to the SFPP reps, specialists & tech pages (which house most systems, tools and resources
Details about SFPP system outages, issues and reminders.

Question 3

SFPP Start Up

Answer 3

Displays link to the most commonly used systems, tool and resources including.
-account inquiry systems (AIS)
-customer service guide (CSG)
-workload management (WLM)

Question 4

Viva Engage

Answer 4

(formally known as yammer)
for SFPP is a shared message board for all of the SFPP. It allows SFPP employees to post questions, comments or concerns in a public forum. Other representative and members of leadership can then respond to those postings. You can even come across a Joke of the Week.

Question 5

Quick Links and Tools

Answer 5

Provides a more complete list of recourses, systems & tools used by SFPP representative.

Question 6

SFPP Employees Calendar

Answer 6

Displays the supervisors and technical specialist scheduled to cover the late shift.

Question 7

Resources used to service SFPP accounts

Answer 7

1. Online Decoder
2. AutoAnswers
3. Customer Service Guide (CSG)
4. FireAnswers
5. General Memos
6. Help Center
   Job Aids

Question 8

Online Decoder includes the following resources

Answer 8

Account Status Codes
Policy Status Codes
Reason Codes
Company Codes
Control-D Reports (Listings)
Transaction Codes
State/Division Codes
Pend Codes
Policy Kind Codes
Endorsement Codes
Account/Misc (Accounting Information)

Question 9

AutoAnswers

Answer 9

The AutoAnswers resource provides quick access to information needed to answer commonly asked questions about Auto policies.

Question 10

Customer Service Guide (CSG)

Answer 10

is a general knowledge resource that contains procedures, documentation and reference material.

The purpose of the CSG is to ensure consistency across a broad scope of contact center and production activities. However, the CSG does not include every scenario.
Select each marker below to learn about the CSG Table of Contents.

Question 11

FireAnswers

Answer 11

The FireAnswers resource provides quick access to information needed to answer commonly asked questions about Fire policies.

Question 12

Access General Memos for SFPP

Answer 12

The General Memos (GM) serve as a weekly publication for SFPP on upcoming changes to processes and procedures that impact the SFPP Department.

General memos are published to the Enterprise Message Center under Department messages on a weekly basis as needed.

Question 13

Help Center

Answer 13

The Help Center is an online resource that is used in conjunction with the CSG

The Help Center contains information about AIS and provides an explanation of what will occur on an SFPP account when certain entries are made using the different AIS functions.

Question 14

Help Center topics

Answer 14

General Topic
Subtopic
Subtopic Categories

Question 15

Job Aids

Answer 15

The Job Aids section of the SFPP Reps, Specialist & Techs page provides links to the mostly commonly used SFPP job aids.

Question 16

What primary systems utilized when handling an SFPP account?

Answer 16

Account Inquiry System (AIS)
Workload Management (WLM)
Billing Online System (BOS)
Rumba

Question 17

The Account Inquiry System (AIS)

Answer 17

is the primary system used to locate and service SFPP accounts.

Question 18

What can you see when accessing AIS?

Answer 18

-Advanced Search
-LOB
-Search by name
-Account number
-RO System
-Create Account
-Creating Accounting Ledger Entries for non-existent accounts
-Find/Clear
-View non- existing accounts

Question 19

Billing Online Service (BOS)

Answer 19

Is used to locate information about a payment or to locate missing or misapplied payments.

Question 20

BOS offers the following search options:

Answer 20

1. Locate Bill
2. Locate Payment
3. Locate Customer Note: This option is not used by SFPP.
4. The options displayed in this field will depend on which of the above options is selected. In this example, the Locate Bill option is selected.

Question 21

Locate Bill

Answer 21

can be used when the SFPP or policy number that a payment was applied to are known.

Question 22

Locate Payment

Answer 22

can be used to search for missing or misapplied payments where the SFPP or policy number that a payment was applied to are not known.
* By Bank Account Number
* By Check Number and Amount
* By Reference Number
* By Policy Number

Question 23

Workload Management (WLM)

Answer 23

is the application used by SFPP to store and manage SFPP Work Items requiring review.

Question 24

Rumba

Answer 24

is a system is used by SFPP to view policy information in the Auto, Fire and Health divisions or refund check information in Accounting.

Question 25

Agent Status Tracker

Answer 25

is a self-service, web-based tool allowing users to perform a quick search for pending electronically-submitted transactions sent from the agent’s office to Auto or Fire divisions.

Question 26

Control-D

Answer 26

is a software product used throughout State Farm to manage or access documents created by production system processes.

Question 27

SFPP uses Control- D software to:

Answer 27

-Obtain the Loss Before Payment report for an E600 payment. -Request a copy of a cancellation notice (claim situation). -Research lost or missing payments.

Question 28

iSE-IT

Answer 28

Strategic Electronic Information Technology. This system was designed to allow users to efficiently store documents on behalf of our customers for which we have a business need.

Question 29

SFPP uses iSE-ITsystem primarily to:

Answer 29

-Research payment documents. -Locate Miscellaneous Correspondence Documents (MCD) so the policyholder’s correspondence/request can be processed and/or re-indexed to the correct account.