A tailored course, built for your situation
Influence across more business lines with Solvency II
Build cross-functional impact from your customer service role at AIG
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Who this is for
Mid-level customer service professional at a regulated financial institution engaging with compliance-critical workflows
Who this is not for
Executives seeking board-level summaries, external auditors, or technical actuaries building Solvency II models from scratch
What you walk away with
- Recognized input into Solvency II readiness discussions outside customer service
- Clear framing to connect service data with broader compliance obligations
- Repeatable method to escalate patterns that affect Solvency II reporting quality
- Credible voice in cross-functional meetings involving risk, compliance, and operations
- Documentation approach that ensures your contributions are visible and valued
The 12 modules (with all 144 chapters)
Module 1. Mapping customer interactions to Solvency II reporting lines
Learn how frontline service data ties into Solvency II’s qualitative reporting requirements, especially in operational risk and customer outcome tracking.
12 chapters in this module
- Service logs as risk indicators
- Pattern spotting in complaint data
- Linking resolution time to ORSA inputs
- Customer sentiment in QRT filings
- Escalation paths to risk teams
- Documenting service impact on conduct risk
- Common data handoff formats
- Timing alignment with reporting cycles
- Input roles vs approval roles
- How regulators view customer data
- Avoiding misclassification traps
- Building credibility upstream
Module 2. Speaking the language of capital adequacy from service experience
Translate customer-facing observations into terminology that resonates with risk and finance teams managing Solvency II capital models.
12 chapters in this module
- Capital buffers explained simply
- From complaints to capital impact
- Service volume and financial stress
- Operational loss events defined
- Reporting thresholds for incidents
- When to flag a near-miss
- Using line of business codes
- Connecting SLA breaches to risk
- How teams use management reports
- Avoiding overstatement
- Right escalation level
- Building trust with actuaries
Module 3. Contributing to internal model governance from non-actuarial roles
Understand how non-technical roles can support Solvency II internal models through data quality, documentation, and process adherence.
12 chapters in this module
- What internal models require
- Governance vs development
- Your role in validation cycles
- Data sourcing standards
- Version control basics
- Change request pathways
- Review checklist access
- Documentation trail needs
- Timeliness as compliance
- Feedback loops with model owners
- Escalating data concerns
- Sign-off prerequisites
Module 4. Shaping conduct risk assessments with frontline insight
Turn service interactions into structured inputs for Solvency II conduct risk reporting, increasing your influence in risk forums.
12 chapters in this module
- Defining conduct risk clearly
- Service team as early warning
- Trend detection methods
- Linking behavior to outcomes
- Quantifying customer harm
- Case selection for review
- Documentation standards
- Cross-team alignment points
- Risk appetite statements
- Reporting template access
- Escalation criteria
- Feedback from compliance
Module 5. Aligning service KPIs with Solvency II reporting metrics
Bridge performance dashboards with regulatory reporting by understanding how operational metrics feed into Pillar 2 assessments.
12 chapters in this module
- KPIs that matter to risk teams
- Service metrics in ORSA
- Time to resolution thresholds
- Volume spikes and risk flags
- Staffing levels and control risk
- Training completion tracking
- Link to risk culture assessments
- Benchmarking across teams
- Data validation steps
- Reporting lag considerations
- Ownership of metric accuracy
- Audit trail requirements
Module 6. Engaging with audit and inspection readiness cycles
Prepare for audits by ensuring service documentation aligns with Solvency II inspection expectations, increasing your team’s compliance standing.
12 chapters in this module
- Audit scope definition
- Document retention rules
- File sampling methods
- Escalation documentation
- Complaint lifecycle tracking
- Regulatory benchmarking
- Common findings in service reviews
- Corrective action planning
- Follow-up verification
- Internal audit coordination
- External inspection prep
- Post-audit reporting
Module 7. Supporting Own Risk and Solvency Assessment processes
Contribute meaningfully to ORSA by providing service-level inputs that reflect real-world customer behavior and operational constraints.
12 chapters in this module
- ORSA purpose and structure
- Scenario design basics
- Service data in stress testing
- Customer behavior assumptions
- Input into capital projections
- Risk mitigation evidence
- Management action tracking
- Reporting frequency alignment
- Cross-department collaboration
- Documenting assumptions
- Challenging base views
- Final review participation
Module 8. Navigating cross-functional communication in Solvency II programs
Improve credibility and collaboration when working with risk, actuarial, and compliance teams on Solvency II-related initiatives.
12 chapters in this module
- Understanding team mandates
- Speaking to actuarial needs
- Risk team priorities
- Compliance escalation paths
- Meeting preparation tips
- Document formatting standards
- Version control norms
- Feedback timing expectations
- Clarity in cross-team emails
- Escalation without overreach
- Managing upward communication
- Building long-term trust
Module 9. Documenting controls for operational risk reporting
Strengthen Pillar 1 and Pillar 2 reporting by consistently documenting service-related controls that feed into Solvency II frameworks.
12 chapters in this module
- Control design basics
- Mapping controls to risks
- Testing frequency standards
- Evidence collection
- Exception reporting
- Segregation of duties
- Automated vs manual controls
- Third-party service risks
- Vendor oversight links
- Incident logging
- Remediation tracking
- Audit readiness checks
Module 10. Improving data quality for regulatory submission readiness
Ensure the accuracy and completeness of service data used in Solvency II reporting through improved collection and validation practices.
12 chapters in this module
- Data accuracy benchmarks
- Common data errors
- Validation rule setup
- Automated checks
- Manual verification steps
- Error correction workflows
- Ownership assignment
- Tracking resolution time
- Reporting lag analysis
- System interface issues
- Root cause classification
- Pre-submission reviews
Module 11. Supporting governance committees with service insights
Provide timely, relevant updates to governance bodies by aligning service team reporting with Solvency II oversight expectations.
12 chapters in this module
- Committee types and roles
- Agenda preparation
- Reporting deadlines
- Executive summary writing
- Visual presentation standards
- Risk rating inputs
- Action item tracking
- Follow-up documentation
- Confidentiality norms
- Escalation protocols
- Minutes review
- Continuous improvement
Module 12. Building a legacy of repeatable compliance contributions
Create lasting value by institutionalizing best practices that ensure future teams can build on your Solvency II-related work.
12 chapters in this module
- Knowledge transfer planning
- Documentation standards
- Training material creation
- Playbook maintenance
- Change management basics
- Succession planning
- Lessons learned capture
- Feedback integration
- Version update processes
- Access control setup
- Archiving standards
- Continuous improvement cycle
How this maps to your situation
- Responding to internal audit findings
- Contributing to ORSA narratives
- Preparing for regulatory inspections
- Engaging in cross-departmental risk forums
Before vs. after
Before
Service insights remain localized within customer-facing teams, with limited influence on enterprise risk reporting.
After
Customer service becomes a recognized contributor to Solvency II compliance, with documented pathways to impact capital, risk, and audit outcomes.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 45 minutes per module, designed to fit around full-time responsibilities.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses specifically on how customer service professionals can expand their influence into Solvency II governance, without needing actuarial training or technical certifications.
Frequently asked
Do I need a background in actuarial science to benefit?
No. This course is designed for non-actuarial professionals who want to contribute more effectively to Solvency II outcomes.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me get promoted?
It’s designed to expand your influence across functions, making your contributions more visible and valuable to leadership.
$199 one-time. Approximately 45 minutes per module, designed to fit around full-time responsibilities..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours