August

Key Announcements

• No training call next month — skipped for National Conference. Next call: Tuesday, October 13th.

• New onboarding portal feature (live now): signature page disclaimer requiring a legible full signature (no handwritten/initials).

• New feature: "upline acknowledgement" step — agents must confirm their correct upline/agency owner before onboarding, to prevent wrong-agency signups.

• July metrics: 1,166 agents onboarded; avg. 12.2 days to onboard; 6,369 BGA links processed; 35,092 tickets solved; avg. first reply 6 hrs, avg. resolution 9 hrs.

SureLC Document Reminders (Susan Shearer)

• Scrub agent docs before sending contracts: AML certificate (not score report; LIMRA/WebCE valid 2 yrs, others 1 yr), E&O (must show $1M+ coverage, name printed, no business policies for individuals), EFT (pre-printed name/account info, no business accounts for individual agents), and full legible signatures.

Best Practices Discussion (Dina Montero & Kellen Capps)

• Pre-licensing: Both keep new agents in "HQ Lite" until fully licensed before transitioning to full HQ access/Fast Start.

• Red flags when onboarding: inconsistent stories between hiring manager and admin, undisclosed prior IMO/Symmetry history, felony/misdemeanor disclosures (escalate to hiring manager), license mismatches (state, life/health status), flagging NY/CT/MA/NM for extra licensing steps.

• Kellen built a resource site: CollectiveLifeLicensing.com — includes license lookup tool by state.

• Fast Start usage: Kellen integrated it into agency handbooks and made it a game-plan requirement; Dina breaks it into chunks (first 4 videos → 1:1 Zoom check-in → contract → more videos → first self-written app → check-in).

• Post-onboarding support: regular checkpoints, encouraging agents to keep going through their upline first, then admin.

• Tools used: Google Sheets (tracking), Canva (design), HQ (resources/carrier logins/agent directory), plus personal systems — Kellen uses pen & paper weekly to-do sheets, Dina uses phone alarms + a physical appointment calendar.

• Value of events/calls: Both emphasized attending industry events/national calls for relationship-building with AOs, carriers, and other admins.