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Failed cert exam attempt results in increased exam attempts increases cert time which may result in failure to meet time limit expectationslimits and may even result in separation of employment if there are too many failed attempts. Below are the processes to follow for failed attempts:

For any Failed Attempt:

• The agent should immediately email the Workshop

  TL

  Leader that an attempt was failed and how many times this exam has been failed (ie first, second or third fail).

• The agent should also direct message the Workshop

  TL

  Leader.

• The Workshop

  TL

  Leader should immediately complete the Failed Cert Exam Google Form and follow the steps outlined in the form.
  

First Failed Attempt:

• The Workshop

  TL

  Leader is responsible for coaching the agent.

• Once coached, the agent may proceed with their second attempt.
  

Second Failed Attempt:

• Agents will be proctored by a Production Manager for their third and final attempt.

• The Workshop

  TL

  Leader should email the agent’s

  PM

  Production Manager and cc their TL to notify that the

  PM

  Production Manager needs to proctor the agent for the final attempt.

• WFM should be notified in Rocket Chat to end the cert session.

• The agent’s

  direct

  TL should deliver a Written CAP within 24 hours (or 1 work-day) for failing a second attempt. In the CAP it should be documented that the agent understands

  that failure to complete on

  failing the third attempt may result in termination of employment.
  

Third Failed Attempt:

• Failing a cert

  3

  exam three times will result in their inability to sell for the carrier this year

  which

  and may result in termination of employment.

• The Workshop

  TL

  Leader should email the agent’s

  HR representative

  Site director and cc the agent’s

  SD

  HR rep, Production Manager,

  PM

  and TL.