Mastering Customer Service Essentials and Understanding Legal Issues with Homeowners & Insurance

Mastering Customer Service Essentials

This workshop focuses on key customer service essentials: identifying
customer needs, understanding your clientele, and building customer-centered policies. By adopting a modern and insightful approach, you will empower your team to not only meet but exceed customer expectations.

Understanding Legal Issues with Homeowners & Insurance

This highly interactive session is designed to equip insurance professionals with knowledge and understanding to handle and address key legal issues which may arise in homeowners’ policies.

Mastering Customer Service Essentials At the end of the session, participants will:

• Understand customer needs identification
• Gain an appreciation for understanding clientele and segmentation
• Understand building robust customer-centered policies
• Gain an insight into metrics and continuous improvement

Understanding Legal Issues with Homeowners & Insurance At the end of the session, participants will:

• Understand the types of ownership, how ownership can be conveyed in language of the documents
• Become familiar with the key elements of:
• Agreement for Sale
• Deed of Conveyance
• Certificate of Title
• Certificate of Comfort
• Deed of Mortgage
• Pre-sold homes

Mastering Customer Service Essentials Ulric Miller has extensive experience in the financial services sector, having operated for over forty-five (45) years in number of senior management positions. He is a Certified Anti-Money Laundering Specialist (CAMS), holds the designation of Associate in Insurance Regulatory Compliance (AIRC), and is a Fellow of the Life Management Institute. Mr. Miller has had a long-standing relationship with the TTII, having served as President of the Council of Trustees from 2003 – 2014. He currently lectures on the TTII’s State Licencing Examinations, CCPC, and CPD Workshops, in which the many subjects he teaches includes Anti-Money Laundering & Regulatory Compliance, Long-term Insurance Business, Strategic Planning, Ethics and Customer Service. He has also served as an adept change manager with special experience in leveraging IT, possesses a highly successful track record in Customer Relationship Management, Strategic Management and Scenario Planning. His unwavering dedication to leadership and management is reflected in his service as a member on various state and private boards. Regionally, he has also held the position of 1st Vice President of the Association of Insurance Institutes of the Caribbean (AIIC). Understanding Legal Issues with Homeowners & Insurance Sarita Parsad is an Attorney-at-law who currently holds the position of Group Chief Executive Officer at Palmar Holdings, a local conglomerate. She was the Head, Legal & Compliance at Trinidad & Tobago Insurance Limited (TATIL). Sarita has over eighteen (18) years’ experience in the industry and is versed in dealing with insurance regulatory matters and all issues pertaining to insurance property and casualty claims. Sarita who holds the ACAMS professional qualification, also provides her expertise on compliance education to the insurance industry, having served as a member of ATTIC’s FRAC Committee, Chair of TTII’s Education and Curriculum Sub-Committee, and a member of the TTII’s Council of Trustees. Ms. Parsad is a highly qualified professional holding a MSc in Insurance and Sustainable Risk Management with Merit from Glasgow Caledonian University, UK, a Masters in Law Degree (LLM, Corporate and Commercial Law) from the University of the West Indies, a Master’s Degree in Business Administration (MBA) from Henley School of Business, UK, a Bachelor of Laws Degree (LLB) with Honours from the University of the West Indies and an Advanced Diploma (ACII) from the Chartered Insurance Institute in the UK where she is a Member of the Society of Claims Professionals.