“Your Agency” Allstate Handbook
Administrative Information
Acknowledgement
I have received and read the agency staff handbook that outlines my privileges
and obligations as an agency staff member. I realize that I am responsible for
understanding this information and complying with the general policies of the
agency.
I understand that the policies given to me should not be considered, nor implied
in any way, as a contract between the agency and me. Also, the relationship
between the agency and myself may be terminated by the agency at any time
and for any reason, with or without notice. I understand that the agency, at its
sole discretion, can make changes to the policies described in this handbook at
any time.
____________________________________________
Date
____________________________________________
Print Name
____________________________________________
Signed
____________________________________________
“Your Agency”
General Company Policy
It will be the policy of this agency to run a clean, organized, and profitable
agency. Our number one priority is to do the right thing for the customer in every
situation. We are to show the right attitude and behavior in every situation to
each customer.
Agency Mission Statement
The goal from the inception of the agency has been to work together as a team.
The teams’ number one priority is the customer. Our commitment to the
customer and Allstate is to give excellent customer care. As an agency and
team, we strive to be a leader and role model to other Allstate agencies on a
local, regional and national level. Our success as an agency is measured by
customer satisfaction with the value we bring to them.
Agency Vision
This agency's vision is to grow. Growth that is healthy and predicated. We should
grow in size and also in our methods and practices as we improve every day on
every process that is in place. This agency should expand in the next years to 2
more agencies.
Hiring Procedures
Each applicant shall follow the order of employment as listed below:
1. Submit Resume
2. Fill out application
3. Interview with Principal agent/office manager
4. Return for second interview if candidate is a good match for the position
5. If hired of 30 Day trial - Fill out all tax forms and receive schedule and
employee handbook
6. Handbook must be read, initialed and signed before date of hire.
7. Employee will be on a 30 day trial period in position.
8. 30 day evaluation of performance - and offered permanent position.
Each applicant will be asked the same questions for the position being
interviewed for.
New Hire Checklist
Application filled out
Tax information filled out
Handbook reviewed, initialed, and signed
Go over all office procedures and security measures
Phone operation
Office hours and review of expected duties
Explanation of pay and compensation
Expected results
30 day evaluation day set
License Requirements (certain positions)
Full time staff are required to have their P&C License and Binding Authority.
New hires for a full time Sales/Retention position must have their licensing and
binding authority within 60 Days of hire.
Part time staff (Telemarketers) are not required to be licensed.
Customer Information Protection
At “Your Agency” Allstate, we have a responsibility to protect customer
information against unauthorized used, theft, and damage. This includes, but is
not limited to, customer information contained within an information system (e.g.
desktops, laptops, personal digital assistants (PDAs), cell phones, etc), a
portable storage device (e.g. USB memory keys, card readers, external hard
drives, disks, CDs/DVDs, etc.) or customer information appearing in paper form
(e.g. papers on your desk, papers in a file cabinet, fax machine transmissions,
etc.)
To the extent possible, all information systems containing customer information
should be locked down or stored in a safe location when not in use. Agency staff
must lock their workstation when they are temporarily away from their computer.
In addition, agency staff must terminate their network session(s) and log off their
computers prior to leaving for the day, or leaving for any extended time.
Computer log-on passwords must not be shared, written down, reused or
transferred to another user. Wireless WAN cards used in notebook computers
will be secured if the card has been removed. File cabinets containing customer
information should also be locked prior to leaving for the day, or leaving for an
extended time.
Agency staff must not leave customer information visible to the public when not
being used. In addition, customer information should not be displayed on
documents that are widely seen by others or shown to any other customer whom
is not authorized to view such records. For example, you should not have
customer information displayed on your computer screens where another
customer can see it.
Fax communications that are sent from the agency, and contain customer
information, should include a cover page with the recipient’s name listed and a
notice of confidentiality that states: “ The information contained in this
transmission is confidential and intended only for the individual or company
named on this cover page. If you are not the intended recipient, please note that
disclosure, copying, distribution, or use of the contents of this transmission is
strictly prohibited. If you received this transmission in error, please notify us by
telephone at the phone number listed on the cover page.” Where possible, verify
that the intended recipient is available to receive your fax.
Received fax communications, which contain customer information, must not be
left unattended at the fax unit. In addition, it is the policy of this agency not to
receive faxes containing customer information at third party fax machines (i.e.
Kinko’s, Office Max, etc.)
E-mail and Internet use if for business purposes only. Agency staff may not send
customer information to any outside e-mail address in response to a customer
inquiry. An appropriate response to such e-mail would be to inform the customer
via e-mail that, for the customer’s security and privacy, you will contact them via
phone regarding their request. The e-mail reply function should not be used to
reply back as it may re-transmit any personal information contained in the original
customer e-mail.
Any documents or records containing customer information must not be thrown in
the trash. The agency principal or designated agency staff member will dispose
of all records and their copies that both no longer have any business value and
are no longer subject to any records retention requirements in a secure manner.
A secure manner means shredding, erasing or otherwise destroying the personal
information in those documents and records to make it unreadable or
undecipherable. For CD-ROMs and disks, this means cutting them into pieces.
Allstate Agency Standards
Licensed and unlicensed agency staffs are required to comply with Allstate
Agency Standards. This includes, but is not limited to, the standards set forth
regarding the duties of unlicensed agency staff. Failure to comply with Allstate
Agency Standards may result in termination. Allstate Agency Standards are
located on Agency Gateway for your reference.
Office Hours
Office business hours are as follows:
Monday – Friday 8:30 – 5:00
Saturday - Closed unless I change this in the future
The agency will have at least one licensed and appointed agency staff “on duty”
at all times during office hours. Licensed and appointed agency staff may, at their
discretion, schedule evening and weekend hours and appointments as this is an
excellent time to reach prospects and customers who are unavailable during
office hours.
Full time staff are required to work a rotating shift for Prospecting through the
week. Each schedule for those hours are done on an individual basis.
Lunch Hour
Full-time agency staff will have one hour for lunch. Lunch shifts should be
staggered to provide for adequate staffing for the customer’s convenience. It is
left to staff cooperative efforts to balance lunch shifts, and expected that you
respect each other’s time and needs, while focusing on our customer experience.
Punctuality
You are expected to be early for each day you are here. I expect a phone call for
any reason you are to be late.
New Hire Probationary Period
Every new hire will be on a 30 Day Probationary period. At the end of the 30
days there will be a review will the principal agent to review their work and decide
to hire permanently.
Handling of Money in the Agency
All money taken from customers should go DIRECTLY into the money box
in my desk. This is not to be taken lightly. Once the payment is taken you
should IMMEDIATELY take the money and put in the money box. This is not
optional and this is grounds for termination if this process is not followed.
If you are given money to purchase something outside the agency with my
permission a receipt is required upon return with the product. This is also a non-
negotiable in this agency.
If you are paying for something and have permission by the principal agent to
be re-imbursed you must provide a receipt.
When processing remittance for the day:
Count all money taken
View the report
Balance the report/money taken
Close out accounting for the day
Put money in a sealed envelope
Take straight to the bank with NO STOPS in between
Get receipt from the bank and put in Remit book
This process is also non-negotiable and if not followed will be grounds for
termination (immediately).
Desk Organization
Keep desk clean
No scattered paper
All folders must be labeled
No open customer information to be left out with presence of other
customers
Must have business cards on desk
Must have Your Choice Auto Brochures OR Laminated sheet available on
desk at all times
Transfer of Influence sheet must be visible
Phone ringer must ALWAYS stay on
At the end of business day your desk must be clean and trash free
All drawers must be organized and clean at all times
Open Door Policy
Open communication is encouraged within the agency. If agency staff have
questions or concerns, it is important that they discuss these with the agency
principal.
Agency Property
You are urged to be as careful with agency and Allstate property assigned to
your care as you are with your own belongings. Every piece of property in the
agency represents an investment in the business. Agency and Allstate property
is not to be used for personal use or removed from the premises unless
approved by the agency principal or agency staff office manager and signed for
by the agency staff member.
Agency staff who resign, or are terminated, will be required to return all items of
equipment, supplies, keys, etc., issued by the agency for use in the performance
of their job and to repay any outstanding debts owed to the agency.
Staff Parking
Agency staff need to park as far spread as possible. We ALWAYS want to leave
the middle open spaces for our customers. Even if you are stopping by just for a
minute you need to park on the sides. This is very important to us an agency that
we prefer our customers.
Drug Testing
The agency principal reserves the right to institute, without notice, a drug testing
policy. If a drug testing policy is instituted, drug testing may take place multiple
times throughout the year, as a requirement for maintaining a relationship with
agency.
Office Meetings
The agency will periodically hold meetings to cover new material and agency
results. These meetings will be held on any day specified by the agency staff
office manager or the agency principal. You will be compensated for attendance
and the meetings are mandatory
Emergency Procedures
Catastrophe Preparation Checklist
1. Each person in the agency has a complete list of agency staff phone
numbers. Agency staff should provide at least two phone numbers where
they could be reached. Agency staff will be responsible for making contact
with the agency principal daily to discuss the timely resumption of
business. The phone list should include a phone number for the market
business consultant.
2. Agency principal will contact the market business consultant and make
him/her aware of how the agency principal can be reached.
3. ALSTAR equipment will be secured and a back-up tape will be in the
possession of the agency principal. If applicable, agency staff should
remove the agency principal’s laptop if the agency principal is not present.
4. Agency principal will secure a printed list of customers.
5. Agency principal will secure a printed list of the cancellation audit and
all notes regarding contacts of those customers who are in cancellation
status.
6. Agency principal will secure a printed list of endorsements that are
pended and applications that are pended.
7. Agency principal will take any applications or endorsements that have
been sent but have not yet processed.
8. Agency principal will close out the remittance report and removed all
customer payments and cash from the agency. If feasible, a bank deposit
will be made.
9. Agency principal will secure a copy of the policy jackets for all P&C
policies.
10. Agency principal will take all possible documentation regarding taxes
and record keeping.
11. In the event that time permits, the agency will review the coverage
provided on the basic homeowners policy prior to closing the office as a
refresher.
12. Agency staff understand that they are expected to remain accessible
and available to assist in implementation of post-catastrophe
communication and claim handling.
Equal Employment Opportunity
It is the policy of the agency to provide equal employment opportunities without
regard to race, color, age, religion, sex, national origin, sexual orientation,
disability, citizenship or other legally protected characteristic. This policy relates
to all phases of employment, including (but not limited to) recruitment,
employment, placement, promotion, transfer, rates of pay and other forms of
compensation, benefits, layoff, recall, termination, selection for training, use of all
facilities, and participation in all agency sponsored agency staff activities.
Inclement Weather
In case of hazardous road conditions, the agency principal will make the decision
to close or delay the opening of the agency. Agency staff will be paid for the
normal working hours missed. This is ONLY if the agency principal has made the
decision to close or delay the opening of the agency. Otherwise, agency staff will
need to use vacation for time missed due to inclement weather.
Injuries
Agency staff health and security is very important to the “Your Agency” Agency.
The ”Your Agency” Agency is willing to make reasonable efforts to address
agency staff safety concerns. Agency staff should remember to use caution and
good judgment in all activities and should notify the agency principal if they
believe there is a safety issue that should be addressed.
Visitors
Only customers and authorized visitors are permitted at the “Your Agency”
Allstate offices. Unauthorized sales persons, or those collecting for charitable
causes are not permitted at the “Your Agency” Allstate offices. Visits from friends
and family should be kept to a minimum and should not exceed fifteen (15)
minutes. Agency staff are responsible for the conduct of their guests.
Agency staff that notice an unauthorized visitor should notify the agency principal
immediately.
Expenses
Agency staff expenses for training and educational purposes will be reimbursed
at the agency principal's discretion. This primarily involves transportation and
education material expenses. Prior to incurring the expense, please obtain
approval from the Agency Principal.
Personnel Records
Please advise the agency principal or office manager promptly of any change
that should be made to your personnel records. Such changes may include:
name, address, telephone number, marital status, number of dependents,
beneficiary designations and the name of the person to be notified in case of an
emergency. It is important to both you and the agency that such information be
up to date, as it is needed in the event of emergencies and/or for maintaining
proper payroll deductions, etc.
Agency Staff Gifts
Agency staff may neither accept anything that would result in personal gain for
referring business nor pay any monies to anyone offering to refer business to the
agency.
Agency Communication Vehicles
Personal telephone calls, both outgoing and incoming, must be limited to
emergency situations or to calls that agency staff cannot place at some other
time. If a personal long distance call must be made, it should not be charged to
the agency.
E-mail and Internet use is for business purposes only. Internet usage, from
Allstate owned computer equipment, will be monitored. There should be no
personal Internet usage, including incoming and outgoing e-mail. Any abuse of
any of the above may lead to termination.
Education and Professional Development
Continuing Education
All full-time agency staff are required to obtain and maintain a P &C (Property &
Casualty) license. In addition to the P&C license, agency staff in a sales producer
role must obtain and maintain a Life license within six months of hire. At least
one license must be obtained within three months of hire. The agency will pay for
study materials, an approved pre-licensing class once, and the actual testing
charges twice. Agency staff are responsible for additional licensing charges, late
fees, and/or re-testing fees. Continuing education (CE) requirements must be
met to maintain licenses. Agency staff are responsible for all CE expenses.
Opportunities may also arise to further the education and development of agency
staff. Agency staff will be paid their regular hourly rate to attend classes and
seminars, which have been approved by the agency principal.
Staff Development
Opportunities will arise to further the education of agency staff. Agency staff will
be paid to attend classes and seminars, which have been approved by the
agency principal. Full-time agency staff will be required to obtain Property and
Casualty and Life and Health licenses within one year of hire or in timeframe
determined by the agency principal. Continuing education credits are the
responsibility of agency staff. However, the agency principal will reimburse full-
time agency staff for fees involved with continuing education credits.
Designation Coursework
All required LRN's must be completed and any literature that is requested from
the principal must be completed within the time period given to the agency staff
to finish.
Compensation
Base Compensation / Base Salary for SALES PRODUCER
The base compensation will be determined by the appropriate management of “Your
Agency” Allstate. From this point forward referred to as the “agency”) using several
criteria. The criteria include but is not limited to: Insurance industry experience, Allstate
agency experience, other related sales experience. The base compensation range will
be from $14,000 to $25,000 annually. This compensation will be formally reviewed
annually with an increase possible but not guaranteed. Increases will be at the sole
discretion of the Agency Management and will be employee performance based.
Increases above the stated salary range will also be at the sole discretion of Agency
Management.
Sales Producer = $14,000 – 17,000 base salary
Senior Sales Producer = $20,000 – 25,000 base salary/ 1.5% point commission more
Commission Compensation
Employees will receive additional compensation based on sales results reported to
immediate manager every pay period. This will be determined from the New Business
log every other Wednesday by 1PM. There will be no commission paid for current
customers writing new business under the same line code. EX: customer that has an
auto and we are writing a new auto policy. That is not considered new business. A
transfer from out of state as a new customer to our agency is not considered new
business. A cross-sell is considered new business. You will be required to report a
termination within the first year if that customer is to leave Allstate and you will receive a
charge back in the amount of commission that was paid out on the same pay period as
the effective termination.
Sales Producer Min expected results: $7,000 P&C bonus level $10,000 = $150
Senior Sales Producer Min expected results: $10,000 P&C bonus level $12,500 = $250
Product Type Commission Amount
Personal Auto Allstate 5.0% of Policy Premium1
Property Allstate (all types) 5.0% of Policy Premium1
All other Allstate P&C 5.0% of Policy Premium1
Motor Club $25.00 per policy
TOI (transfer of influence $60.00 per kept appointment
kept appointment
Commercial Brokering 30% of Agency Commission1
Health Insurance Brokering 25% of Agency Commission - Payable as earned by Agency
(If referral, $10) There will be a charge-back in the case of
commission during the first 12 months based on rate charged back
to Agency
Monthly Bonuses Individual There will be a monthly Bonus $150 paid to each employee of who
meets their production goals during a given month
Monthly Bonuses TEAM There will be a monthly Bonus of $100 paid to each TEAM member
in a month where the Agency meets its stated TEAM goals.
Incentives There will be other incentives offered to employees throughout the
year for various areas of emphasis as determined by the
corporation management.
Base Compensation / Base Salary for Customer Service Rep
Customer service reps will start at $8.00 an hour and receive a $.50 cent raise
once obtaining their licensing. Commission for sales will be determined by
principal agent.
Sales Producer Position
This position requires a P&C license. A Life & Health license would be required to
advance to Senior Sales Producer.
Key Functions:
Solicits and writes new P&C policies from both inside and outside the BOB
Follows consistent sales process for all prospects for:
Prescreening
Quoting
Sales track
Application completion
Follow-up (All outlined in Agency Procedure manual)
1 Senior Sales producer will receive 1% point higher than the listed above.
Thoroughly understands and follows all underwriting and rating plans
Ensures that all required documents are signed, filed and faxed (when required)
appropriately
Follows all compliance guidelines and procedures
Maintains knowledge of new products
Actively solicits expiration dates from new customers
Asks all customers for referrals
Develops agency relationship with existing customers
Meets the production requirements and goals assigned by the agent /office manager
Maintains a sales record each month and provides a copy to the agent/office
manager
Manages prospecting campaigns
Sends solicitation letters to prospects
Works prospecting processes as outlined in procedure manual
Always portrays a professional image through proper appearance and actions
Compose letters and correspondence
Lead community service activity at local schools, such as:
Bicycle safety
Fire safety
Customer Service Rep. Position
This position requires a P&C license. Life & Health license is optional.
Key Functions:
Provides customer service to assigned policyholders
Assists customers with problems, complaints and other issues
Notifies agent/office manager of problems occurring from support area and
recommend solution
Work retention list for assigned policyholders, includes:
Pre-renewal lists
Post renewal lists
Annual reviews
Process all P&C endorsements; following proper procedures outlined in office
procedure manual
Follow-up on all endorsements on ALSTAR work status as outlined in the office
procedure manual
Offers cross-sell P&C products at every opportunity
Provides quotes for existing customers for all P&C (non-commercial) lines
Aids in preparing annual review appointments
Updates information in IMPACT system, e.g., contact information, e-mail addresses,
current phone numbers, etc.
Takes claim reports as described in office procedure manual
Works follow-ups on claims as outlined in office procedure manual
Reports all claims problems to agent/office manager and recommends a solution to
satisfy the customer
Takes and receipts payments accurately
Answers phone if receptionist is unavailable
Reviews monthly pay/cancel list and sends cancellation postcards weekly
Calls customers prior to cancel date
Always asks for referrals and thanks customers for their business
Telemarketer Position
Please Note: You must comply with your state specific requirements regarding licensing
and telemarketing
Objective
Improve sales of the agency by prospecting for leads internally and externally.
Licensing Requirements
No licenses required. (Cannot discuss any insurance facts with customers or prospects)
Minimum Performance Requirements
Will be established by the agent prior to hire. Telemarketers should have a goal of at
least 3 leads per hour. A minimum of 32 leads per week must be obtained to maintain
position.
Essential Functions
Make internal and external phone calls to establish X-dates, appointments, etc. Measure
processes daily and report to process coordinator. Handle additional duties as assigned or
needed.
Wages and bonus determined by Agency principal.
Payroll Administration
Agency staff will be paid bi-weekly for the two weeks prior to payroll week.
Payroll advances will not be provided.
Paychecks will not be released to family members or friends without a signed
note from the agency staff member authorizing us to release the paycheck.
It is the policy of the agency to pay salaries and wages that are fair and
reasonable and that compare favorably with salaries and wages paid both in the
area and in the industry. Because salaries and wages vary widely based on the
type of work performed, you are asked not to discuss your pay with other agency
staff members or with agency staff/ exclusive agents of other Allstate agencies. If
you have questions about your salary, please discuss them with the agency
principal.
Absences and Sick Leave
Agency staff are to notify the agency principal of doctor's appointments and other
events that would cause staff to be late or have to leave early. With agreement
from the agency principal, agency staff may work additional hours to "make up"
time so long as their total weekly hours worked does not exceed their normal
workweek.
Regarding emergency situations, agency staff should notify the agency principal
and/or office manager as soon as practical. Depending on the situation, the
Agency staff's pay may or may not be reduced due to time away. If necessary,
and with agreement from the agency principal, agency staff may use vacation
time (full or partial) to address time away.
Jury Duty
Agency staff, who are summoned for jury duty or called as a witness at a trial, will
be compensated for up to 3 days per calendar year. To be eligible for this benefit,
agency staff must notify the agency principal or office manager one week in
advance or immediately upon receipt of a summons to serve on a jury or as a
witness. This is necessary so that arrangements can be made for the absence. If
an agency staff member is released or excused from jury duty on any working
day, he/she must report to work for the balance of that day. In order to receive
compensation for time off due to jury duty, agency staff must secure and present
to the agency principal or office manager a receipt from the clerk of court.
Vacation
Full-time agency staff receive:
5 days paid vacation after 1 year of service
10 days paid vacation after 2 years of service
13 days paid vacation after 4 years of service
Vacation schedules are arranged to ensure an adequate work force at all times.
No more than one agency staff member should be out of the office on vacation at
one time. A vacation schedule will be made in January of each year with first
choice of vacation being rotated amongst agency staff. The agency principal
must approve dates desired. Vacation time must be used during the calendar
year or it will be forfeited. Vacation days may be taken in ½ day increments. No
more than 5 consecutive days may be used at one time.
Vacation days may be scheduled before the holiday or after but not both before
and after the same holiday. Agency staff receiving first choice of vacation time
one year will move to the last choice the following year.
Maternity Leave
Full-time employees that have been working at “Your Agency” Allstate Agency
for at least one full year will be allowed six weeks paid due to pregnancy. If you
are under 1 year of service you will receive 50% of your base pay if you are
salary + commission. This may be used in addition to holidays and vacation
days. The agency will not discriminate against any staff member who requests
an excused absence for medical disabilities associated with pregnancy.
Bonuses will not be paid during maternity leave. In the event that an employee is
required by a physician to be off after maternity leave, and other benefits are
utilized time off will be granted without pay.
Funeral Leave
Full-time agency staff will be paid for up to 3 days if there is a death in the
immediate family. Payment for an absence of this type would normally be the day
before, the day of, and the day after the funeral, assuming all occur during the
workweek. Additional time off without pay may be granted with approval from the
agency principal. Immediate family includes mother, father, children (including
those legally adopted), brother, sister, spouse, mother-in-law, father-in-law,
grandparents and grandchildren
Holidays
An announcement of holidays will be made in December of each year. They will
coincide with Allstate’s regional office holidays. Holidays for which full-time
agency staff will receive paid leave are typically:
New Year’s Day
Memorial Day
July 4th
Labor Day
Thanksgiving
Christmas Day
Health Benefits
The “Your Agency” Allstate agency will pay a portion of the cost, for full-time
employees for an individual health insurance policy. This does not include
covering the cost for any other person except the employed person. This does
not include dental or vision at this time. The individual policy must have
reasonable and average deductibles. The principal reserves the right to deny
this at any time for any reason.
1 year of service = 25%
2 years of service = 50%
4 years of service = 100%
Maximum per month is $125
Leave of Absence
Agency staff with three or more months of service, may request a leave of
absence without pay for a period not to exceed a month for illness or compelling
personal reason. Extensions may be granted only under unusual or unavoidable
circumstance, which necessitate that an extended period of time away from work
is needed. Leave requests must be made in writing and must set forth the
reasons for the request and the length of leave requested. The granting of leave
is done at the discretion of the agency principal.
While on leave, agency staff will remain an employee of the agency. Agency staff
will not be entitled to holiday pay while on leave.
If leave is granted for medical reasons, agency staff will be required to provide a
doctor’s release before they will be permitted to return to work.
Performance Reviews
Agency staff are entitled to know how they are doing in their position. A formal
performance review will take place approximately every 12 months (more often if
corrective action is necessary). Monthly checkpoints will be conducted to
evaluate progress. Disciplinary action may call for any of four steps: verbal
warning, written warning, suspension with or without pay, or termination of
employment. Examples of rules of conduct that may result in termination include
but are not limited to:
1. Insubordinate or other disrespectful conduct.
2. Any action that could result in termination of an agency staff’s licenses
or agency binding authority (i.e. misuse of customer payments or forgery).
3. Agency staff’s unwillingness to perform the work assigned.
4. Verbal or physical abuse or threat to any other agency staff or
customer.
5. Unauthorized absence from workstation during the workday.
6. Use of any illegal drugs on premises or conducting business-related
activities while intoxicated or under the influence of illegal drugs.
7. Sexual or other unlawful or unwelcome harassment.
8. Possession of dangerous or unauthorized materials, such as explosives
or firearms, in the workplace.
9. Excessive absenteeism or any absence without notice.
10.Unauthorized use of telephones, mail system, or other Allstate owned
or agency-owned equipment.
11.Unauthorized disclosure of confidential information including disclosure
of, or discussions around, agency staff payroll.
12.Failure to abide by Allstate Agency Standards.
Employee Relations
Disability Accommodations
Employment practices and activities are conducted on a non-discriminatory
basis. Reasonable accommodation is available to all disabled agency staff. All
employment decisions are based on the merits of the situation as it relates to the
job requirements regardless of the disability of the individual. In the event that
accommodations need to be provided, the agency principal should be notified.
Dress Code
Agency staff have an obligation to the agency to present themselves in a
manner, which would be acceptable to the general public. Agency staff represent
the “Your Agency” Allstate Agency, therefore, the way they dress, their
appearance, along with their attitude, are very important qualities that they need
to consider when they talk to customers.
Standard of dress is considered "Business Casual" This is considered a non-
negiotable in this agency. Anyone who is not in code will be asked to go home
and change and return to work promptly.
All shirts and blouses must have an average cut neckline
T-shirts are not allowed
Shirts must be tucked in
Blouses and shirts must meet belt-line with no exposed skin
No spaghetti strap tops without covered shirt
No Blue jeans or blue jean skirts worn
No Tennis shoes
No flip-flops
Fingernails and toenails must be neatly manicured. When wearing polish,
the fingernails and toenails should be neatly painted with no half painted
nails
Clothes worn must be neat without wrinkles
Skirts must be no shorter than arms length
Kackis are allowed on Friday and polo shirts
Shoes are to be worn at all times (unless after business hours)
No more than 1 peircing to be worn while at work
No bellyrings or tongues to worn
Housekeeping/Cleanliness
The agency endeavors to provide a clean place in which to work. You are
expected to keep your work area clean, neat and free of articles not being used.
Materials and equipment should be stored in an orderly manner in designated
places only and waste should be disposed of in proper containers. Housekeeping
is a responsibility that should be shared by all employees. By practicing good
housekeeping, you are also contributing to a safe work environment.
Outside Employment
Full-time agency staff are discouraged from having regular outside or “moonlight”
employment. The agency believes that customers are entitled to be served to the
best of the agency’s abilities and deserve the agency’s full attention and energy.
Agency staff should not engage in any outside employment that would interfere
with their ability to perform their job at top efficiency.
Sexual Harassment
It is the agency’s policy to maintain a work environment that is free from
discrimination and sexual advances or harassment.
The harassment of any person by an agency staff member is prohibited. Sexual
harassment is defined by the EEOC as “unwelcome sexual advances, requests
for sexual favors or other verbal or physical conduct of a sexual nature constitute
sexual harassment when: (1) submission to such conduct is made either
explicitly or implicitly a term or condition of an individual’s employment; (2)
submission to or rejection of such conduct by an individual is used as the basis
for employment decisions affecting such individual; or (3) such conduct has the
purpose or effect of unreasonably interfering with an individual’s work
performance or environment.”
Agency staff who become aware of, or believe they have been subjected to,
sexual harassment, should notify the agency principal immediately. All reports of
sexual harassment will be investigated and where appropriate, the agency will
take the necessary corrective action.
Customer Care Expectations
Customer Experience
The customer experience is expected to be a "WOW" experience. Each and
every customer that we talk to or email or converse with should feel "Wowed."
We want to exude the best customer service every day and operate at a level
that supersedes any competitor, anywhere, and in any situation. Agency staff
should be 100% dedicated to the customer experience!
Customer Complaints
Occasionally, even though we have done our best, a customer may be
dissatisfied with the products or services that the agency offers. Agency staff that
have reason to believe a customer is upset with the agency, or them, should
report the incident immediately to the agency principal. If a customer tries to
argue with agency staff, above all, be courteous. Do not engage in an
argument.