CXone Agent Guide for Finalising Retirement Policy Beneficiaries
This guide outlines the essential steps to accurately update and close a beneficiary addition request. Ensuring these details are correct protects the policyholder’s intent and streamlines future claims.
Regulatory Compliance
Complaints Handling Process.pdf
Agents working under supervision should use the following script during the call:
Disclosure:
"For your records, I must disclose that I am a representative acting under supervision."
1. Data Verification Process
- Confirm Full Details: Ensure full name, date of birth, and ID number for each beneficiary
- Validate Relationship: Record exact relationship (e.g., Spouse, Child, Other)
- Check Allocation: Total benefit allocation must equal 100%
- Identity Checks: Confirm valid Proof of Residence (≤3 months old) and ID document are on record
2. Regulatory & Compliance Checks
- Minor Beneficiaries: Capture guardian details or confirm trust arrangement
- FICA/KYC Compliance: Ensure all required documents are uploaded and verified
- Signature Audit: Confirm Beneficiary Nomination Form is signed and compliant (digital or physical)
3. Final Validation & Customer Reassurance
At this stage, the update is ready to be processed. Customers may naturally ask follow-up questions — agents should proactively reassure and clarify next steps.
Common Customer Questions & Recommended Responses
- Will I receive confirmation once this is completed?
→ "Yes, you will receive a confirmation via email within 24 hours once the update has been processed." - Will I get a written copy of the update?
→ "A written confirmation will be included in your email, and you can also download or view it anytime via your Member Portal or Portfolio Mobile App." - How can I check this later?
→ "You can log in to your Member Portal or Portfolio App at any time to review your beneficiaries and policy details." - Is the change effective immediately?
→ "Once processed, the beneficiary update is applied to your policy. The confirmation we send will reflect when this has been completed." - Do I need to do anything else?
→ "No further action is required from you right now. We’ll take care of processing this update for you."
4. Summarise and Confirm (Verbal Summary)
Before ending the interaction, provide a clear and confident wrap-up. Use at least two of the following:
- "We have successfully added [Name] and [Name] to your policy. You will receive a confirmation email within 24 hours."
- "You will also be able to review your changes by accessing your Member Portal or the Portfolio Mobile App."
- "We recommend keeping a copy of your updated policy alongside your personal will for future reference."
5. Tone & Experience Guidance (Important for AI + Human Consistency)
- Be reassuring, not transactional
- Avoid sounding final until customer confirms no further questions
- Use soft confirmation language, e.g.:
- "Does that all sound okay to you?"
- "Is there anything else you’d like me to clarify before I complete this?"