CSRs

CSRs who are assigned to current active policies carry over from your agency management system automatically. However, you can also manually add a CSR who is not currently assigned to an active policy. Setting up a CSR in CSR24 serves the following purposes:

• Enables the CSR to log in to CSR24 utilities and perform all workflows to which the CSR is granted access.
• Enables the CSR to receive email notifications generated by insured activity. When an insured performs any kind of activity that requires a notification email (for example, a claim notification or a change request), the email is routed to the CSR assigned to the account. If the CSR is inactive or does not have a valid email address, the email goes to the producer assigned to the account instead. If the producer is inactive or does not have a valid email address, the email goes to the default email address entered in Agency Setup.
  
  Claim notification emails are sent to the CSR associated to the account and also to a default CSR called "Claims." Be sure to modify the detail for this CSR so that claim notification emails are routed to the correct address.
  
  Additionally, if the CSR24 call center receives a call for your agency and cannot locate the insured in your database, the call is logged under "Insured Not Found" and the email is sent by a default CSR called "service@<agencyname>." Make sure that you modify the detail for this CSR so that these emails are routed to the correct address.

CSRs cannot be deleted. To deactivate a CSR login and prevent the CSR from being assigned to insured clients, access the CSR account detail and deselect the User is Active checkbox.

To access the CSRs area:

• From insured detail, click Home > System Admin > CSRs.
• From any other area of the program, click Home > System Admin > CSRs on the options bar or click System Admin > CSRs on the navigation panel.

Add a CSR

1. Click the Add button.
2. Enter the CSR's name in the First Name, Middle Name, and Last Name (and Name Prefix/Name Suffix if applicable) fields.
3. Enter the CSR's job Title.
4. Enter any Designations (e.g., qualifications, clarifications of job role).
5. Enter contact information for the CSR in the Phone, Fax, Cellular, Pager, and Email fields.
6. Optionally enter an Email Signature. To pull information from the organization or CSR/Producer into the email signature, type a left bracket { . If the desired option is not displayed in the list, start typing the name of the option to bring it up in the list. Click here for a list of options.
   • FullName
   • Prefix
   • FirstName
   • MiddleName
   • LastName
   • Suffix
   • Title
   • Designations
   • PrimaryPhone
   • SecondaryPhone
   • Cellular
   • Email
   • Location
   • Agency
   • Branch
   • AgencyWebsite
   • AgencyHours
   • AgencyEmail
   • AgencyPrimaryPhone
   • AgencySecondaryPhone
   • AgencyFax
   • AgencyLocation
   • AgencyName

    

Note: The email signature on this page overrides the Default Email Signature in Agency Setup.

7. Select the Agency, Branch, Department, and Profit Center to which the CSR is associated. You can press [Ctrl] while clicking to select multiple agencies/branches or press [Shift] to select a range of agencies/branches. Note that even if an agency has only one branch, you must still select the branch as well as the agency in order to grant access.
8. Select the CSR's primary Location.
9. The Photo field allows you to upload your CSR’s photo to display in the CSR24 Contacts section of the self-service portal. The recommended image size is 100 x 80 pixels. To upload an image, click the Browse button, locate the appropriate file (.gif; .jpg, .jpeg; or.png) and then click Upload.
10. The Agency Specific CSR ID field (label differs for Applied TAM and Applied Epic users) displays the CSR's lookup code exactly as it is stored in the agency management system. Do not modify this field without being directed to do so by Applied Systems.
11. Enter the Login and Password for the CSR to access the Applied CSR24 Utilities. Applied recommends selecting the Require User to change password on next login? checkbox to prompt the CSR to replace the initial password with their own.
12. The Is Active checkbox is selected by default. Deselect it to deactivate an existing CSR or if you do not plan to activate this CSR until a later time.
13. To disable web login and require the CSR to access CSR24 through Single Sign-on from Applied Epic or Applied TAM, select SSO Login Only.
14. Assign the following security settings in the User Security section:
    1. For the Can View Insureds setting, select All Insureds, Only Assigned Insureds, or Only Assigned Organization Structure.
    2. For the Can View Policies setting, select All Policies, Only Assigned Policies, or Only Assigned Organization Structure.
15. For each of the Levels listed in the Level Security section, select the Add, Delete, Edit, and/or View checkboxes. The following items are tied to the Agency Setup level permissions:
• Agency: Add, Edit, View, and Delete (The Agency level controls access to the Agency Setup, Locations, Colors, Menus, Licenses, Agencies, Branches, Adjusters, Attachments, and Library areas.) 
• Producers: Add, Edit, View, and Delete
• CSRs: Add, Edit, View, and Delete
• Policy Templates: Add, Edit, View, and Delete
• Carrier: Add, Edit, View, and Delete
• Holders: Add, Edit, View, and Delete
• Insured: Add, Edit, View, and Delete
• Contact: Add, Edit, View, and Delete
• Policies: Add, Edit, View, and Delete
• Proof Templates: Add, Edit, View, Delete, and Approve
• Vehicles: Add, Edit, View, and Delete
• Drivers: Add, Edit, View, and Delete
• Account Locations: Add, Edit, View, and Delete
• Equipment: Add, Edit, View, and Delete
• Global Holders: Add, Edit, View, and Delete
• Attachments: Add, Edit, View, and Delete
• Library: Add, Edit, View, and Delete
• Batch Cert Templates: View
• Client View: View
• Portal: View
• Cert Contacts: Add
• CSR24 Client Information: Add and Delete

Note: You must first assign CSRs security rights for Agency Setup in order to assign them rights for Self-Service Admin, Batch Cert Templates (Configure access), Client View, Portal, Insured Uploaded Documents (Configure access), and Cert Contacts.

16. In the Admin Permissions section, select the checkbox for each admin role you wish to give to the CSR.
• Self-Service Admin: CSR can access Self-Service Admin.
• Report Admin: CSR can edit and/or delete any previously scheduled report in Reports > Scheduled Reports. When they delete a report, it is removed from the Scheduled Reports list for all recipients.
• Insured Document Upload Admin: CSR can view, delete, transfer, and/or reassign all documents uploaded to Insured Uploaded Documents (located in both Configure and Account > Documents).
17. In the Certificate Template Restrictions section, select the checkbox for each action you wish to allow the CSR to perform on certificate templates.
    • Modify Policy Effective/Expiration Date: Clicking this checkbox allows the selected CSR to modify the policy effective and expiration date from ACORD certificate templates. If this checkbox is not selected, the policy Effective and Expiration date fields are grayed out and the CSR cannot modify the values.
    • Modify Policy Numbers: Clicking this checkbox allows the selected CSR to modify the policy number on ACORD certificate templates. If this checkbox is not selected, the Policy Number field is grayed out and the value cannot be modified.
    • Add New Policies on Templates: Checking this box allows the selected CSR to add a new policy from ACORD certificate templates. If the box is not checked, the CSR cannot select the policy fields. Attempting to do so results in the message: "You do not have proper permission to add new policies to a template." A CSR who does not have permission to add a new policy cannot have permission to modify policy dates; the system prevents a CSR from having this configuration selected.
    • Add New Holders on Templates: Checking this box allows the selected CSR to add or modify a holder on a template from an ACORD certificate template. If the box is not checked, any holders already assigned to a template are read only, the entry fields for holder information are removed, and the holder Change button is removed. Note that the default holder for the ACORD 22 Intermodal Interchange Certificate is added when the template is created.
18. For the Report Security setting, select No Access, Full Access, or Restricted Access. If you select Restricted Access, check the individual reports that the CSR should be able to run. See Reports for more information.
19. Click Save to enter the CSR or Cancel to discard changes.

Edit a CSR

1. Locate the appropriate CSR.
   1. Click the Search link to expand the Search frame.
   2. Enter a portion of the CSR's Name.
   3. Optionally filter the results by Status.
   4. Click Find. To return the list to the default view of all active CSRs, click Clear Filter.
2. Click any of the data listed for a CSR (other than the email address, which opens a new mail message) to open the CSR's detail.
3. Click the Edit button.
4. Make any necessary changes. See the instructions above under Add a CSR for more information.
5. Click Save to apply your changes or Cancel to discard them.

Set Up a CSR as a Portal User

1. Locate the appropriate CSR.
   1. Click the Search link to expand the Search frame.
   2. Enter a portion of the CSR's Name.
   3. Optionally filter the results by Status.
   4. Click Find. To return the list to the default view of all active CSRs, click Clear Filter.
2. Click any of the data listed for a CSR (other than the email address, which opens a new mail message) to open the CSR's detail.
3. Click Portal.
4. The Edit User screen displays on a new tab. Fill out all applicable information.
   1. The CSR's name and contact information default from CSR detail. Make any necessary changes.
   2. Select each User Group to which the CSR belongs. Designate one user group as the CSR's Primary group. This determines what documentation and communications are available to the CSR on the portal. (See User Groups for more information.)
   3. The CSR's portal Login Username defaults as the CSR's CSR24 Utilities login name, but can be changed if necessary.
   4. Enter a portal Password.
   5. Select the Start Page that should display when this user launches the CSR24 portal. (See Start Pages for more information.)
   6. Select the CSR's Time Zone.
   7. The Logo field pertains to insured portal accounts; there is no need to add logos for agency personnel.
   8. To upload a contact Photo for the CSR:
      1. Click the Browse button and locate the appropriate file.
      2. Click Upload.
   9. Select a CSR24 Database. This is what the CSR enters as the Agency ID when logging in. (This field is available only for organizations with multiple CSR24 databases tied to the same portal.)
   10. In the CSR24 Clients frame, add the clients with whom this CSR can interact on the portal.
       1. Click Add.
       2. A list of insureds displays. To narrow the insureds listed, enter a portion of an insured's name into the Find Name field and click search.
          
          You can also optionally list CSRs or producers by clicking Show CSRs or Show Producers.
       3. To add an insured to the list, click Use Default Contact or List Contacts. If you select Use Default Contact, the primary contact for the insured account is added to the CSR24 Clients list. If you select List Contacts, a list of the contacts on the account displays. Click the desired contact.
          
          To add a CSR or producer to the list, click the CSR or producer's name.
       4. Repeat steps i-iii as necessary to add all applicable contacts. To remove a contact from the list, click the Delete link to the right of the contact's name.
5. Click Save to apply your changes or Cancel to discard them. The Edit User tab closes and you are returned to the CSR detail screen.

Import CSRs

If you have CSR data saved in an external Microsoft Excel or tab delimited text file, you can use the import feature to automatically create the CSRs in your system. The Import CSRs feature must be enabled for your organization.

The file must contain the following columns, in this exact order.

You have the option of downloading an import template that you can fill out. (See instructions below.)

To import CSRs:

1. Click the Import button at the top of the list.
2. If you wish to download a template, click the Help button, click the appropriate link, and fill out and save the template.
3. Click the Browse button to locate the appropriate file.
4. Click Import.
5. Once the import is complete, the number of records added and updated displays on the screen.