Associate Program and Other LOMA Learning Experiences
In addition to offering the FLMI Insurance Education Program, LOMA offers other self-directed learning programs and courses for home office and branch office employees of LOMA members. Achievement is assessed through rigorous examinations. Students prepare for the examinations by independent study of assigned textual materials, through application of acquired experience, or in some cases, through classroom instruction.
Careful attention is paid by LOMA to program development; both course content and examinations are constantly reviewed to remain in line with current trends in the field. Although standard textbooks are used when appropriate, many of the assigned textbooks and instructional materials have been developed specifically for use in the Program.
Descriptions and credit recommendations for all evaluated learning experiences
November 2014 - Present.
Upon successful completion of the course, students will be able to: define characteristics of exceptional customer service and explain why providing exceptional customer service is a top priority for many financial services companies; describe the knowledge and skills that service providers should possess to provide exceptional customer service, the challenges they confront, and the benefits to the company of exceptional customer service; describe how financial services companies gather performance information using customer satisfaction surveys, observation, monitoring, mystery shoppers, and complaint monitoring; identify and describe various forms of technology that financial services companies use to share and manage customer service information, including computer networks, knowledge management systems, databases, document management systems, and automated workflow systems; and describe the steps service providers can take to best manage and resolve potential conflicts presented by upset or difficult customers.
Customer Service for Financial Professionals (ACS 101) is an online interactive course that provides a comprehensive overview of the role of customer service in financial services organizations and the skills service providers need to deliver exceptional customer service. The course describes customer service functions and processes, technologies, and offers the opportunities for students to learn and improve their listening, speaking, and writing skills so they can interact effectively with customers.
In the associate/certificate degree category OR in the lower division baccalaureate/associate degree category, 2 semester hours in Business Administration (11/14) (3/20 revalidation).