TL Expectations

TLs are responsible to ensure each agent stays productive and adheres to all ESP expectations. Please adhere to the following expectations to efficiently move agents to completion.

Monitor attendance. Use attendance reporting to identify occurrences and update accordingly in the ESP Tracking Sheet according to instructions outlined in the ESP Tracking Sheet Guide. WFM should also be notified.
Stay logged into the Go To Training all day actively assisting agents.
Keep an open line of communication letting agents know when you are unavailable due to assisting others or taking breaks.
Regularly monitor agent progress and ensure no agents are falling behind.

Important Note - One of the main issues to resolve during ESP is receipt of equipment and verification that equipment is functioning properly. The above document outlines how to handle these issues.

For AHIP/Aetna issues, click the dropdown below for troubleshooting steps:

First, try all of the “General Troubleshooting” steps, as applicable.
For payment issues where AHIP prompts agent they will need to pay:
- Capture a screenshot and email to the ESP TL who will submit a Carrier Ticket.
If the following error message is received:

"We were unable to locate an NPN with the National Insurance Producer Registry with the information provided. Please verify the accuracy of your information and try again. If you require additional assistance, please contact support."

Do not contact AHIP support. First, verify agent information was registered their profile correctly. ie Name, NPN, Tax ID, etc.
If the issue is new or an error that is not listed above, gather screenshots and/or error verbiage and email to the ESP TL who will submit a carrier ticket.
If agents receive the error screen that their name does match when registering with Producer World, the TL should create a Carrier Ticket and email dhooley@connexionpoint.com.
If directed to contact AHIP or Aetna, contact information is below:
- AHIP Phone: 866.234.6909
- AHIP Email: Support@AHIPInsuranceEducation.org
- Aetna Phone: 866.714.9301

TL’s are responsible to set up Google Meets for Shadowing and may need to assist with the process of allowing agents to join these Meets.
TL’s must hold the agents accountable according to the Agent Timeframe Expectations.
TL’s must hold agents accountable according to the Attendance Policy.
TL’s must hold agents accountable according to the Failed Cert Exams Guide.
TL’s must ensure all Tickets have been submitted before logging off each evening using the five forms listed at the bottom of this page.
When agents fail to meet expectations outlined in the policies above, the agent must be verbally coached and this coaching must be documented. TLs should utilize the following resource to assist with this process:

For Written CAPs, Final CAPs, and Terms, TLs should utilize the following CAP Template resource to assist:

TL’s must ensure the ESP Tracker is up to date before logging off each evening.
- This includes AHIP/Aetna status, TBT status, Call Cert status, Equipment status, and RTS/No More Forms status.
- TLs must notify PMs immediately when an agent has completed all ESP tasks to allow the PM to transition the agent to production.
- Be mindful of any ‘red-flag’ situations and notify ESP Managers/PMs as needed. For example, something surfaces form a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.

Tracking Forms

Carrier Cert Completion Form

TBT Completion Form

Call Certification Form

Failed Carrier Cert Exams

Carrier Tickets