Tag
Behind the desk
The call guide has not changed. What changed is how fast the desk can open the right section, and how plainly the answer says which version it came from. The Member Services Lead on the current-quarter readiness work.
Dana Okafor · Member Services Lead, Harbor Mutual · · 4 min read
Behind the desk
I arrived expecting to memorise products. Instead I learned to open them. A new representative on the four habits the call guide drills, and the one call that made them stick.
Jordan Reyes · Member services representative, Harbor Mutual · · 3 min read
Behind the desk
Eighty-four renewals due, sixty-two planned contacts, and not one mailbox opened. How aggregate ledgers tell us there is a scheduling decision to make, and why they cannot tell us whom to call.
Dana Okafor · Member Services Lead, Harbor Mutual · · 3 min read
Member help
A request is not a reversal, a reversal is not a refund guarantee, and an insurance premium is not ours to refund at all. The returns, refunds and fee reversals policy in plain terms.
Dana Okafor · Member Services Lead, Harbor Mutual · · 3 min read
Rates and lending
A saved rate sheet looks exactly like a current one. The only difference is the effective date, and that difference is the whole quote. Here is why our desk opens the current sheet every time.
Dana Okafor · Member Services Lead, Harbor Mutual · · 3 min read